Receive inbound WhatsApp messages
Clients can message your office, and the conversation can be handled from Conecta.
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WhatsApp Business Messaging for Tax Offices Now Works Inside Conecta
Tax offices can now receive WhatsApp messages and reply from Conecta. This is WhatsApp Business API messaging, not the normal WhatsApp app on your phone. It lets your office work from Conecta, so client permission, approved WhatsApp templates, and the 24-hour reply window matter.
Last updated June 15, 2026
Plain-English overview
WhatsApp is another client channel your office can manage from Conecta.
A lot of tax clients already live on WhatsApp. They use it with family, work, and businesses they trust. For bilingual offices and Latino-owned tax businesses, it is often more natural than email.
Conecta WhatsApp brings that conversation into the office system instead of leaving it on one person's phone. Your team can handle inbound messages, reply from Conecta, and keep the client conversation tied to the office workflow.
The important part: business WhatsApp has rules. It is not the same as opening the WhatsApp app and texting anyone anytime.
WhatsApp inside Conecta is for office communication, not personal-phone messaging.
The goal is simple: keep the client experience familiar while keeping the office conversation visible, organized, and compliant with WhatsApp's platform rules.
What your office can do
Use WhatsApp where clients already respond.
WhatsApp for tax preparers works best when it supports real office moments, not random blasting.
Reply during the active window
If the client messages first, your office can answer normally for the next 24 hours.
Use approved WhatsApp templates when required
If the client has not written first, or more than 24 hours have passed, WhatsApp requires an approved WhatsApp template.
Support document requests
Use WhatsApp to communicate about missing items, uploads, or next steps when the message format follows WhatsApp rules.
Support appointment reminders
Send appointment reminders when the client has agreed to receive WhatsApp messages.
Keep messaging connected
WhatsApp becomes part of client messaging for tax offices, alongside the rest of the Conecta workspace.
The 24-hour reply window
The client message opens the door. The clock matters.
When a client sends your business a WhatsApp message, your office has 24 hours to answer normally from Conecta.
Normal replies are allowed
If the client messages your office, your team can respond naturally from Conecta. That means normal back-and-forth replies.
An approved WhatsApp template is required
Once the window has passed, WhatsApp requires an approved WhatsApp template before your office can restart the conversation.
Approved WhatsApp templates
Some WhatsApp messages need to be approved before your office can use them.
These are not Conecta shortcuts. They are messages that Meta/WhatsApp reviews before your office can send them in certain situations.
When your office wants to message a client first, or the 24-hour window has passed, the office must use an approved WhatsApp template. Common examples may include an appointment reminder, a document request, or a follow-up message, depending on what Meta approves.
Meta controls approval.
Conecta can help with standard messages and setup, but Meta/WhatsApp decides what gets approved, what category it belongs in, whether it can keep being used, and how many messages the office can send.
Current WhatsApp accounts
If you already use WhatsApp, setup needs a closer look.
Many offices already have clients messaging a number on WhatsApp. That does not mean Conecta can instantly connect the same account with no changes. The right setup depends on what exists today.
If it is a normal personal WhatsApp account
A personal WhatsApp account is not the same as the business WhatsApp setup Conecta uses. Using that number may require changing or removing the existing WhatsApp account before setup can continue.
If it is the WhatsApp Business app
Some existing WhatsApp Business app numbers may be connectable, but Conecta needs to review the account first. Old app chat history should not be treated as something that automatically moves into Conecta.
If it is already connected somewhere else
If your number is already connected to another business WhatsApp setup, moving it may be possible, but the account still needs to be reviewed first.
Old app history is not your Conecta inbox
Existing WhatsApp app message history is not something your office should expect to see inside Conecta after onboarding. Conecta should be treated as the system for new WhatsApp messages after setup is complete.
Calls, groups, catalogs, and broadcast lists are different
Features like group chats, voice/video calls, catalog tools, statuses, and app broadcast lists are different from office messages inside Conecta.
Responsibilities
Three groups control different parts of WhatsApp messaging.
This is where tax offices need clear expectations. Conecta turns WhatsApp on for the office. Your office is responsible for client permission and accurate phone numbers. Meta/WhatsApp controls the rules.
Consent and client data
Your office is responsible for getting permission, honoring stop requests, keeping phone numbers accurate, and sending appropriate messages.
Turning it on
Conecta handles WhatsApp setup manually right now. That includes connecting the right number when possible and preparing standard approved WhatsApp templates.
Approval and limits
Meta/WhatsApp controls template approval, categories, quality, limits, and whether templates are paused or rejected.
Common questions
WhatsApp Business messaging for tax offices, answered plainly.
Can I send WhatsApp messages to clients from Conecta?
Yes. Conecta WhatsApp is live. Offices can receive WhatsApp messages and reply from inside Conecta once setup is handled.
Do clients need to message me first?
A client message starts a 24-hour reply window. During that time, your office can answer normally from Conecta. If the client has not written first, or more than 24 hours have passed, WhatsApp requires an approved WhatsApp template.
What is the 24-hour WhatsApp messaging window?
It is the day after a client messages your business. During that time, your office can answer normally. If the client writes again, the clock starts again.
What happens after 24 hours?
After 24 hours, WhatsApp requires the office to use an approved WhatsApp template before restarting the conversation.
What are approved WhatsApp templates?
They are prewritten messages that Meta/WhatsApp reviews before your office can use them. They are required when your office starts a WhatsApp conversation or restarts one after the 24-hour reply window has passed.
Can I message a client first on WhatsApp?
Yes, but only if the client has agreed to receive WhatsApp messages and the office uses an approved WhatsApp template. Normal back-and-forth replies are for active conversations after the client has written to you.
Do clients need to opt in?
Yes. Clients must agree to receive WhatsApp messages before your office sends them. Your office is responsible for client permission, stop requests, and accurate phone numbers.
Can I use WhatsApp for document requests?
Yes. Your office can use WhatsApp for document request reminders, as long as the client has agreed to WhatsApp messages and the message follows WhatsApp's timing rules.
Can I use WhatsApp for appointment reminders?
Yes. Appointment reminders can be sent through WhatsApp when the client has agreed to receive them. If the client recently wrote to you, your office can answer normally. If not, WhatsApp requires an approved WhatsApp reminder template.
Can I use my current business phone number?
It may be possible, but Conecta needs to check the number first. Some numbers are tied to a personal WhatsApp account, the WhatsApp Business app, or an existing business setup. Do not assume the number can be used until Conecta confirms it.
Can I use my current WhatsApp Business account?
Sometimes, but it depends on how the account and phone number are set up today. Conecta needs to review the number before confirming whether it can be connected.
Will my old WhatsApp chats move into Conecta?
Do not assume old WhatsApp app history will move into Conecta. Conecta should be treated as the place for new WhatsApp messages after setup is complete.
Can I use the normal WhatsApp app on my phone?
Conecta WhatsApp is not the normal personal WhatsApp app. Some offices may still use the WhatsApp Business app for certain things, but office messaging in Conecta needs to be reviewed and turned on first.
Who sets up WhatsApp for my office?
Conecta handles WhatsApp setup manually right now. That includes turning WhatsApp on for the office, connecting the right number when possible, and preparing standard approved WhatsApp templates.
Can I request custom WhatsApp templates?
Yes. Offices can request custom WhatsApp templates, but Meta/WhatsApp controls template approval, categories, quality, limits, and whether templates are paused or rejected.
Want WhatsApp turned on?
Want WhatsApp turned on for your office?
Conecta handles WhatsApp setup manually right now. If your office wants Conecta WhatsApp, we will review your number, standard approved WhatsApp templates, and what your team needs before turning it on.