2.10 How email and WhatsApp follow-ups work in the app
How follow-up messaging works, which email client is used, and known limitations.
Written By Ravi Kiran
Your booth team can send personalised follow-up emails and WhatsApp messages directly from the Helpie app. Here’s how it works and what to expect.
How it works
After saving an interaction, your team taps the email or WhatsApp icon on the interaction card. Helpie opens the device’s native email or WhatsApp app with the message pre-filled from your template.
The user reviews the message, makes any edits, and hits send. The message goes from their own account — not from a Helpie server.
Which email client is used?
Helpie uses whatever email client is set as the default on the device. If multiple email clients are installed (e.g., Gmail and Outlook), the device’s default email app is used.
Known issue: Some iPhone users with Outlook installed report that emails don’t send properly. This is typically because Outlook isn’t set as the default mail app on iOS. To fix: go to iPhone Settings → Mail → Default Mail App and select Outlook.
WhatsApp messages
Helpie opens the native WhatsApp app with the template message pre-filled. The message is sent from the user’s own WhatsApp number.
There is no centralised company WhatsApp number. Each user sends from their personal device.
What you can control as admin
In the console under Settings, you have two toggles:
• Lock email functionality — Prevents users from sending follow-up emails from the app.
• Lock WhatsApp functionality — Prevents users from sending WhatsApp messages from the app.
Use these if you prefer to handle all follow-up communications centrally rather than letting individual booth staff send messages.
Pro tip: For changes to take effect, ask your users to tap Sync Now in the app.
Current limitations
• No file attachments in emails.
• No bulk send — messages are sent one interaction at a time.
• No centralised WhatsApp number — each user sends from their own device.
• Users can choose which enabled template to use, but they cannot create their own templates.
Next steps
• Setting up message templates (2.3)
• Sending follow-up emails and WhatsApp messages (4.6)
Still need help?
Email us at prioritysupport@helpie.io or call +91 98206 08561.