> ## Documentation Index
> Fetch the complete documentation index at: https://help.odia.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Messaging

> Unified communication hub for managing conversations with travellers, suppliers, and travel agents via email and WhatsApp

## Overview

<Note>
  Odia's messaging system provides centralized communication tools where your team can send messages via email and WhatsApp. Send emails directly from confirmed Journeys, the concierge screen, or the messages center. Use WhatsApp from the dedicated WhatsApp messaging screen. All messages related to a Journey are visible directly on that Journey, keeping trip communications organized and accessible.
</Note>

<CardGroup cols={2}>
  <Card title="Email Communication" icon="envelope" href="#email-features">
    Send emails to travellers, suppliers, and travel agents directly from Odia with full tracking
  </Card>

  <Card title="WhatsApp Integration" icon="whatsapp" href="#whatsapp-features">
    Connect WhatsApp for instant messaging with real-time delivery and media support from a dedicated WhatsApp screen
  </Card>

  <Card title="Confirmed Journey Integration" icon="route" href="#message-organization">
    All messages related to a Journey are visible on that Journey for complete trip communication history
  </Card>

  <Card title="Service Context" icon="info-circle" href="#sending-messages">
    Send messages with service details automatically included when messaging from confirmed Journeys or concierge
  </Card>
</CardGroup>

## Communication Channels

<AccordionGroup>
  <Accordion title="Email Messaging" defaultOpen={true}>
    **Send emails directly from Odia:**

    **Features:**

    * Send emails from confirmed Journeys, concierge, and messages screen
    * Professional email templates
    * Track email opens and engagement
    * Full email history per contact
    * Service details automatically included when sending from Journey/concierge

    **Use cases:**

    * Formal communications with travellers
    * Purchase orders to suppliers
    * Journey sharing with travel agents
    * Official confirmations and documentation
    * Detailed Journey information

    **Access:** Send emails from confirmed Journeys, concierge screen, or messages center.
  </Accordion>

  <Accordion title="WhatsApp Messaging" defaultOpen={false}>
    **Instant messaging for quick communication:**

    **Features:**

    * Real-time messaging with read receipts
    * Send images, files, and audio messages
    * Message status tracking (sent, delivered, read)
    * Group conversations
    * Media sharing
    * Duty messages with auto-populated service details

    **Use cases:**

    * Quick updates and confirmations
    * Real-time coordination during trips
    * Urgent communications
    * Informal check-ins
    * Media sharing (photos, vouchers)

    **Access:** WhatsApp has a dedicated messaging screen (separate from email). WhatsApp conversations and messages also appear on related Journeys.

    **Requirement:** WhatsApp must be connected in Settings > Organization > WhatsApp Connection
  </Accordion>
</AccordionGroup>

## Message Organization

<CardGroup cols={2}>
  <Card title="Confirmed Journey-Based Messages" icon="route">
    **Messages organized by trip:**

    * All messages related to a Journey are visible directly on that Journey
    * View complete communication history per trip
    * See both email and WhatsApp messages in context
    * Track all traveller and supplier communications for a trip

    **Access:** Open any Journey and view the messages/communications section.
  </Card>

  <Card title="WhatsApp Screen" icon="whatsapp">
    **Dedicated WhatsApp inbox:**

    * Separate screen for WhatsApp conversations
    * View all WhatsApp threads
    * Send and receive WhatsApp messages
    * Messages sent here also appear on related Journeys

    **Access:** Navigate to Messages > WhatsApp (or dedicated WhatsApp menu item).
  </Card>
</CardGroup>

<Note>
  **Message organization:** Email is sent from confirmed Journeys, concierge, or messages screen. WhatsApp has its own dedicated messaging screen. All messages (email and WhatsApp) related to a Journey are also visible on that Journey, keeping trip communications organized and accessible in context.
</Note>

## Sending Messages

<AccordionGroup>
  <Accordion title="Email from Confirmed Journey/Concierge/Messages" defaultOpen={true}>
    **Send emails from multiple locations:**

    **From Journey:**

    1. Open a Journey
    2. Click message or email button
    3. Select recipient (traveller, supplier, or agent)
    4. Service details auto-populate if relevant
    5. Compose and send email

    **From concierge:**

    1. Select service(s) in Concierge calendar
    2. Click "Contact Traveller" or "Contact Supplier"
    3. Choose email option
    4. Service details automatically included
    5. Send email

    **From messages screen:**

    1. Navigate to Messages
    2. Compose new email
    3. Select recipient
    4. Write message and send

    All emails are tracked and logged in the contact's communication history and visible on related Journeys.
  </Accordion>

  <Accordion title="WhatsApp from Dedicated Screen" defaultOpen={false}>
    **Send WhatsApp messages from the WhatsApp screen:**

    **Accessing WhatsApp:**

    1. Navigate to Messages > WhatsApp (or WhatsApp menu item)
    2. View all WhatsApp conversations
    3. Select existing conversation or start new chat

    **Starting new conversation:**

    1. Click "New Chat" in WhatsApp screen
    2. Select recipient from contacts
    3. Optionally link to a Journey
    4. Compose and send message

    **Sending duty messages:**

    * From Journey or concierge, select services
    * Click "Send Duty Message" or "Purchase Order"
    * Choose WhatsApp option
    * Service details automatically included
    * Message sent via WhatsApp and visible on Journey

    **Messages appear in two places:**

    * In the WhatsApp screen conversation thread
    * On the related Journey (if linked to a trip)
  </Accordion>

  <Accordion title="Service-Based Messaging" defaultOpen={false}>
    **Messages with auto-populated service details:**

    **From Journey:**

    1. Open a Journey
    2. Select service(s)
    3. Click message/contact button
    4. Choose email or WhatsApp
    5. **Service details automatically included:**
       * Service names and descriptions
       * Dates and times
       * Guest counts (pax)
       * Locations and addresses
       * Special notes and requirements

    **From concierge:**

    1. Select service(s) in Concierge calendar
    2. Click "Contact Traveller" or "Contact Supplier"
    3. Choose channel (email or WhatsApp)
    4. Service details auto-populate
    5. Send message

    **Batch messaging:**

    * Select multiple services for the same recipient
    * All service details included in one message
    * Works for both email and WhatsApp
  </Accordion>
</AccordionGroup>

## Email Features

<CardGroup cols={2}>
  <Card title="Professional Communication" icon="envelope">
    **Send formatted emails:**

    * Professional email templates
    * Your branding included
    * Consistent messaging
    * Service information auto-included when sending from Journey/concierge
  </Card>

  <Card title="Tracking & History" icon="chart-line">
    **Monitor engagement:**

    * Track email opens
    * See when emails are read
    * View click-through on links
    * Delivery confirmations
    * Full email history per contact
  </Card>
</CardGroup>

<AccordionGroup>
  <Accordion title="Sending Emails" defaultOpen={true}>
    **Email from various locations in Odia:**

    **From Journey:**

    * Send Journey details to travellers with service information automatically included
    * Email purchase orders to suppliers with relevant service details
    * Share confirmations with travel agents

    **From concierge:**

    * Email about specific services with details auto-populated
    * Batch email to same recipient about multiple services

    **From Journeys:**

    * Email Journey links to travellers/agents
    * Send Journey updates
    * Follow-up communications

    **From messages screen:**

    * Compose new email
    * Reply to existing email threads
    * General communications

    **Service information:** When sending emails from confirmed Journeys or concierge, relevant service information (dates, times, locations, details) is automatically included in the email content.

    All emails are tracked, logged in the contact's communication history, and visible on related Journeys.
  </Accordion>

  <Accordion title="Email Configuration" defaultOpen={false}>
    **Set up email in Settings:**

    * Configure email connection in Settings > Communications
    * Set up email signature
    * Customize email templates
    * Configure sending preferences

    **Note:** Email configuration may require administrator access.
  </Accordion>
</AccordionGroup>

## WhatsApp Features

<Warning>
  WhatsApp integration is optional. If your organization hasn't connected WhatsApp, you won't have access to the WhatsApp screen. Contact your administrator to enable WhatsApp in Settings > Organization > WhatsApp Connection.
</Warning>

<CardGroup cols={3}>
  <Card title="Real-Time Messaging" icon="bolt">
    **Instant communication:**

    * Send and receive instantly
    * Live typing indicators (if supported)
    * Message read receipts
    * Delivery confirmations
    * Service information auto-included when sending duty messages
  </Card>

  <Card title="Media Support" icon="images">
    **Share rich content:**

    * Send images and photos
    * Share PDF documents
    * Attach files
    * Send audio messages
  </Card>

  <Card title="Message Status" icon="check-double">
    **Track delivery:**

    * Sent (single check)
    * Delivered (double check)
    * Read (blue checks)
    * Failed status alerts
  </Card>
</CardGroup>

<AccordionGroup>
  <Accordion title="Connecting WhatsApp" defaultOpen={true}>
    **Set up WhatsApp integration:**

    <Steps>
      <Step title="Access Settings">
        Navigate to Settings > Organization > WhatsApp Connection (Admin only)
      </Step>

      <Step title="Scan QR Code">
        Open WhatsApp on your phone and scan the QR code displayed in Odia
      </Step>

      <Step title="Confirm Connection">
        Verify connection status shows as "Connected"
      </Step>

      <Step title="Start Messaging">
        Navigate to WhatsApp screen - you can now send and receive WhatsApp messages
      </Step>
    </Steps>

    **Note:** Only administrators can connect WhatsApp. Each phone number requires a separate QR code scan.
  </Accordion>

  <Accordion title="WhatsApp Screen Interface" defaultOpen={false}>
    **The dedicated WhatsApp messaging screen includes:**

    **Conversation list (left panel):**

    * All active WhatsApp conversations
    * Latest message preview
    * Unread message indicators
    * Recipient names
    * Message timestamps
    * WhatsApp connection status

    **Chat window (main area):**

    * Complete message history
    * Real-time message delivery
    * Sender information
    * Message status (sent, delivered, read)
    * Media preview
    * Reply and compose options

    **Contact context (sidebar):**

    * Contact information
    * Link to CRM contact
    * Associated confirmed Journeys
    * Travel history
  </Accordion>

  <Accordion title="Multiple WhatsApp Numbers" defaultOpen={false}>
    **Manage multiple WhatsApp Business accounts:**

    * Connect multiple phone numbers (each requires separate QR scan)
    * Switch between numbers using phone number tabs in WhatsApp screen
    * View conversations per phone number
    * All numbers accessible from the WhatsApp screen

    **When to use multiple numbers:**

    * Different numbers for different regions
    * Separate sales and operations lines
    * Department-specific numbers
    * Regional coverage

    **Best practice:** Use specific numbers for specific purposes and maintain consistency (same number per client relationship).
  </Accordion>

  <Accordion title="WhatsApp Media Sharing" defaultOpen={false}>
    **Send images, files, and audio via WhatsApp:**

    <Steps>
      <Step title="Click Attachment Icon">
        Click the attachment icon in the message composer
      </Step>

      <Step title="Select File Type">
        Choose image, file, document, or audio to share
      </Step>

      <Step title="Upload File">
        Select file from your computer (or record audio)
      </Step>

      <Step title="Add Caption">
        Optionally add message text with the media
      </Step>

      <Step title="Send">
        File is delivered via WhatsApp
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="WhatsApp Message Status" defaultOpen={false}>
    **Understand WhatsApp delivery status:**

    | Status    | Icon         | Meaning                                |
    | --------- | ------------ | -------------------------------------- |
    | Sent      | Single check | Message sent to WhatsApp server        |
    | Delivered | Double check | Message delivered to recipient's phone |
    | Read      | Blue checks  | Recipient opened and read the message  |
    | Failed    | Red X        | Message could not be delivered         |

    Status appears next to each WhatsApp message in the conversation thread.
  </Accordion>

  <Accordion title="WhatsApp Groups" defaultOpen={false}>
    **Create group conversations via WhatsApp:**

    <Steps>
      <Step title="Start New Chat">
        Click 'New Chat' in WhatsApp screen
      </Step>

      <Step title="Select Group">
        Choose 'Group' option
      </Step>

      <Step title="Choose Confirmed Journey">
        Optionally link to a specific Journey
      </Step>

      <Step title="Add Participants">
        Select travellers, agents, or suppliers to include
      </Step>

      <Step title="Start Chatting">
        WhatsApp group is created and ready to use
      </Step>
    </Steps>

    **Group use cases:**

    * Family trips (include all travellers)
    * Supplier coordination (logistics team)
    * Agent collaboration (shared bookings)
    * Emergency communications (reach everyone quickly)

    **Group messages:** Also visible on the linked Journey if the group is associated with a trip.
  </Accordion>
</AccordionGroup>

## Contact Management & Context

Messages are organized by Journey and contact to provide relevant context:

<CardGroup cols={2}>
  <Card title="Contact Information" icon="address-book">
    **View contact details when messaging:**

    * Contact profile information
    * Link to CRM contact
    * Associated Journeys
    * Bookings
    * Complete travel history

    All communication channels (email + WhatsApp) linked to contact records.
  </Card>

  <Card title="Confirmed Journey Communication History" icon="route">
    **All trip-related messages in one place:**

    * View all messages for a Journey directly on that Journey
    * See email and WhatsApp communications together
    * Track traveller communications
    * Monitor supplier correspondence
    * Complete trip communication timeline

    **Access from:** Open any Journey and view the messages/communications section.
  </Card>
</CardGroup>

<AccordionGroup>
  <Accordion title="Linking Contacts" defaultOpen={true}>
    **Associate messages with CRM contacts:**

    <Steps>
      <Step title="Select Contact">
        When sending a message (email or WhatsApp), choose the recipient from your contacts
      </Step>

      <Step title="CRM Link">
        If contact is in your CRM, they're automatically linked and their profile information is available
      </Step>

      <Step title="View Context">
        Access contact's Journeys and history while messaging
      </Step>

      <Step title="Link WhatsApp Contacts">
        In WhatsApp screen, link WhatsApp contacts to CRM contacts for unified records
      </Step>
    </Steps>

    **Why link contacts?**

    * Access trip history during conversations
    * See all Journeys and bookings
    * Better context for responses
    * Organized communication per contact
    * Unified record across email and WhatsApp
  </Accordion>

  <Accordion title="Communication History" defaultOpen={false}>
    **Access message history from multiple locations:**

    **On confirmed Journeys:**

    * All messages related to that trip (email + WhatsApp)
    * Both traveller and supplier communications
    * Complete chronological timeline
    * View from the Journey's messages/communications section

    **In WhatsApp screen:**

    * All WhatsApp conversations
    * Real-time message threads
    * Complete WhatsApp history

    **In contact profiles:**

    * All messages with that contact across all trips
    * Filter by Journey if needed
    * See both email and WhatsApp history

    Messages are organized by Journey for easy reference and context.
  </Accordion>
</AccordionGroup>

<Tip>
  **Finding trip communications:** To see all messages related to a specific trip, open that Journey and look for the messages or communications section. All email and WhatsApp messages sent about that trip's services are visible there.
</Tip>

## WhatsApp Conversation Management

Organize and find WhatsApp conversations in the WhatsApp screen:

<CardGroup cols={2}>
  <Card title="Search" icon="magnifying-glass">
    **Find conversations quickly:**

    * Search by contact name
    * Search message content
    * Filter by phone number (if multiple connected)
    * Find by linked Journey
  </Card>

  <Card title="Archive" icon="box-archive">
    **Organize conversations:**

    * Archive completed trip conversations
    * Hide inactive chats
    * Access archived conversations anytime
    * Keep WhatsApp inbox focused on active communications
    * Unarchive when needed
  </Card>
</CardGroup>

<AccordionGroup>
  <Accordion title="Searching WhatsApp Messages" defaultOpen={true}>
    **Find specific conversations or messages:**

    * Use search bar at top of WhatsApp screen
    * Search across all WhatsApp conversations
    * Filter by phone number if multiple numbers connected
    * Search within specific conversation
    * Find by contact name or message content

    **Search tips:**

    * Use contact name for quick find
    * Search Journey reference numbers
    * Filter by date range
    * Combine filters for precise results
  </Accordion>

  <Accordion title="Archiving WhatsApp Conversations" defaultOpen={false}>
    **Clean up your WhatsApp inbox:**

    * Archive completed trip conversations
    * Keep active conversations visible
    * Access archived chats anytime from archive view
    * Unarchive if conversation becomes active again

    **When to archive:**

    * After trip completion
    * When conversation is resolved
    * Inactive threads from old inquiries
    * To declutter active WhatsApp inbox

    **Note:** Archived WhatsApp conversations remain visible on the related Journey.
  </Accordion>

  <Accordion title="Phone Number Tabs" defaultOpen={false}>
    **When multiple WhatsApp numbers are connected:**

    If you have multiple WhatsApp Business numbers connected, you'll see tabs at the top of the WhatsApp screen allowing you to:

    * Switch between phone numbers
    * View conversations for each specific number
    * Filter conversations by which number received them
    * Send from specific numbers

    **Sending from specific numbers:**

    * Select phone number tab before starting conversation
    * Ensure correct number for regional contacts
    * Maintain consistent number per relationship
    * Track which number customers prefer
  </Accordion>
</AccordionGroup>

## Communication Types

<AccordionGroup>
  <Accordion title="Traveller Communications" defaultOpen={true}>
    **Messages to travellers (email or WhatsApp):**

    **Common messages:**

    * Confirmed Journey confirmations
    * Pre-trip information and preparation
    * Service confirmations and updates
    * Real-time coordination during trips
    * Post-trip follow-ups

    **Features:**

    * Service details auto-included when messaging from Journey/concierge
    * Confirmed Journey links embedded
    * Track read status (email opens, WhatsApp read receipts)
    * All messages visible on the Journey
  </Accordion>

  <Accordion title="Supplier Communications" defaultOpen={false}>
    **Messages to suppliers (email or WhatsApp):**

    **Common messages:**

    * Purchase orders (duty messages)
    * Service confirmations
    * Schedule changes
    * Special requirements
    * Updates and modifications

    **Features:**

    * **Service details automatically included** when sending from Journey or concierge
    * Batch messaging (multiple services, same supplier)
    * All relevant service information auto-populated (dates, times, pax, locations, requirements)
    * Professional formatting for purchase orders
    * Track delivery and confirmations

    **Duty messages:** When sending purchase orders or duty messages (email or WhatsApp), all service details are automatically formatted and included, saving you from manual data entry.
  </Accordion>

  <Accordion title="Travel Agent Communications" defaultOpen={false}>
    **Messages to travel agents (email or WhatsApp):**

    **Common messages:**

    * Journey sharing
    * Booking confirmations
    * Commission details
    * Updates on traveller trips
    * Collaborative coordination

    **Features:**

    * Link to Journeys
    * Professional formatting
    * Communication history tracking
    * All messages visible on related Journeys
  </Accordion>
</AccordionGroup>

## Best Practices

<AccordionGroup>
  <Accordion title="Choosing Email vs WhatsApp" defaultOpen={true}>
    **When to use email:**

    * Formal communications
    * Official confirmations and documentation
    * Detailed Journey information
    * Purchase orders requiring formal record
    * When recipient prefers email
    * Documents requiring download and save

    **When to use WhatsApp:**

    * Quick updates and confirmations
    * Real-time coordination during trips
    * Urgent communications
    * Informal check-ins
    * When recipient prefers instant messaging
    * Quick media sharing (photos, quick documents)

    **Pro tip:** Many recipients prefer WhatsApp for quick communication and email for formal documentation. Use both strategically based on the nature of the communication.
  </Accordion>

  <Accordion title="Professional Communication" defaultOpen={false}>
    **Maintain professionalism across channels:**

    **Email etiquette:**

    * Use clear subject lines
    * Professional greeting and signature
    * Proper formatting and structure
    * Proofread before sending

    **WhatsApp etiquette:**

    * Respond promptly during business hours
    * Use professional language (even though informal)
    * Include context in first message
    * Respect time zones
    * Don't spam with too many messages

    **Both channels:**

    * Be responsive within business hours
    * Set expectations for response time
    * Use appropriate tone for recipient
  </Accordion>

  <Accordion title="Organization Tips" defaultOpen={false}>
    **Keep messaging organized:**

    * Link all WhatsApp contacts to CRM immediately
    * Use consistent message formats for purchase orders
    * Archive completed trip conversations in WhatsApp
    * Reference Journey numbers in messages when relevant
    * Use groups for multi-person coordination
    * Create templates for common scenarios

    **For teams:**

    * Establish guidelines for which channel to use when
    * Create message templates for consistency
    * Coordinate within team about who responds to WhatsApp messages
    * Share WhatsApp inbox as team resource
  </Accordion>

  <Accordion title="Efficiency Tips" defaultOpen={false}>
    **Maximize messaging efficiency:**

    * Utilize auto-populated service details from Journey/concierge
    * Send batch messages to same recipient (multiple services at once)
    * Use WhatsApp media to share visual information quickly
    * Track message delivery and read status
    * Create templates for frequent messages
    * Check confirmed Journeys for complete message history

    **Batch messaging:**

    * Select multiple services in Concierge or Journey for same recipient
    * All service details included automatically in one message
    * Works for both email and WhatsApp
    * Saves time and ensures consistency
  </Accordion>

  <Accordion title="Multi-Phone WhatsApp Management" defaultOpen={false}>
    **Best practices for multiple WhatsApp numbers:**

    * Use specific numbers for specific regions or purposes
    * Maintain consistency (same number per client relationship)
    * Label numbers clearly in your system (e.g., "Sales", "Operations")
    * Train team on which number to use for what
    * Monitor all numbers regularly in WhatsApp screen
    * Use tabs to switch between numbers efficiently
  </Accordion>
</AccordionGroup>

<Tip>
  **Batch messaging:** When sending messages about multiple services, select all services for the same recipient in the Concierge or Journey. The system automatically includes relevant details for all selected services in one email or WhatsApp message.
</Tip>

## Troubleshooting

<AccordionGroup>
  <Accordion title="WhatsApp Connection Issues" defaultOpen={true}>
    **If WhatsApp disconnects or isn't working:**

    * Check Settings > Organization > WhatsApp Connection
    * View connection status
    * Rescan QR code if status shows disconnected
    * Ensure phone with WhatsApp has active internet
    * Verify you're using WhatsApp Business (regular WhatsApp can work but Business is recommended)
    * Contact administrator or support if issues persist

    **Common causes:**

    * Phone went offline
    * WhatsApp logged out on device
    * Connection expired (re-scan QR code)
  </Accordion>

  <Accordion title="Messages Not Sending" defaultOpen={false}>
    **If email or WhatsApp messages fail:**

    **For WhatsApp:**

    * Verify WhatsApp connection is active in WhatsApp screen
    * Check recipient has WhatsApp and number is correct
    * Confirm phone number includes country code
    * Verify internet connectivity
    * Look for failed message status indicator

    **For Email:**

    * Check email configuration in Settings
    * Verify recipient email address is correct
    * Check for bounced email notifications
    * Confirm internet connectivity
    * Review spam/delivery settings
  </Accordion>

  <Accordion title="Missing WhatsApp Conversations" defaultOpen={false}>
    **If WhatsApp conversations don't appear:**

    * Check if conversation is archived (view archive in WhatsApp screen)
    * Verify correct phone number tab selected (if multiple WhatsApp numbers)
    * Confirm WhatsApp connection is active
    * Search for contact name directly
    * Refresh the page
    * Check if contact is linked to CRM

    **Note:** WhatsApp messages also appear on related Journeys, so check the Journey if you can't find them in the WhatsApp screen.
  </Accordion>

  <Accordion title="Can't Access WhatsApp Screen" defaultOpen={false}>
    **If WhatsApp screen isn't available:**

    * WhatsApp may not be connected (check Settings > Organization > WhatsApp Connection)
    * Only administrators can connect WhatsApp
    * Contact your administrator to enable WhatsApp integration
    * Verify you have necessary permissions to access messaging features
  </Accordion>

  <Accordion title="Messages Not Showing on Confirmed Journey" defaultOpen={false}>
    **If messages aren't appearing on the Journey:**

    * Verify the message was linked to that specific Journey
    * Check that the message was sent from Journey or concierge (not as standalone)
    * Ensure contact is linked to the Journey
    * Refresh the Journey page
    * Check the messages/communications section of the Journey
  </Accordion>
</AccordionGroup>

## Permissions

<Note>
  All team members with access to Odia can send email messages. WhatsApp messaging is available to all users if WhatsApp is connected. However, connecting/disconnecting WhatsApp phone numbers requires Admin access.
</Note>

<AccordionGroup>
  <Accordion title="Role-Based Access" defaultOpen={true}>
    **Messaging permissions by role:**

    | Action                             | Owner | Admin | Supervisor | User |
    | ---------------------------------- | ----- | ----- | ---------- | ---- |
    | Send Email                         | ✓     | ✓     | ✓          | ✓    |
    | Send WhatsApp                      | ✓     | ✓     | ✓          | ✓    |
    | View WhatsApp Screen               | ✓     | ✓     | ✓          | ✓    |
    | View Messages on Confirmed Journey | ✓     | ✓     | ✓          | ✓    |
    | Create WhatsApp Groups             | ✓     | ✓     | ✓          | ✓    |
    | Link to CRM                        | ✓     | ✓     | ✓          | ✓    |
    | Archive Conversations              | ✓     | ✓     | ✓          | ✓    |
    | Connect WhatsApp                   | ✓     | ✓     | ✗          | ✗    |
    | Disconnect WhatsApp                | ✓     | ✓     | ✗          | ✗    |
    | Configure Email                    | ✓     | ✓     | ✗          | ✗    |
    | Manage Phone Numbers               | ✓     | ✓     | ✗          | ✗    |

    **Notes:**

    * All users can send messages via both email and WhatsApp (if WhatsApp is connected)
    * Only Admins/Owners can connect communication channels
    * All users see all conversations (shared team inbox for WhatsApp)
    * All users can view messages on confirmed Journeys
  </Accordion>
</AccordionGroup>

<Warning>
  **Administrator access required:** Only administrators can connect or disconnect WhatsApp Business numbers and configure email settings. Contact your administrator if you need to add or change communication channels.
</Warning>

## Common Questions

<AccordionGroup>
  <Accordion title="Can I use regular WhatsApp or does it have to be WhatsApp Business?" defaultOpen={false}>
    **WhatsApp Business is recommended** but regular WhatsApp can work for the QR code connection. However, WhatsApp Business provides:

    * Business profile features
    * Better management for multiple users
    * Professional appearance
    * Message statistics

    Check with your administrator about which version your organization is using.
  </Accordion>

  <Accordion title="Do recipients see that I'm messaging from Odia?" defaultOpen={false}>
    **For WhatsApp:** No, recipients see messages as coming from your WhatsApp Business number. They have no indication you're using Odia - it appears as normal WhatsApp.

    **For Email:** Emails are sent from your configured email address and appear professional with your branding. Recipients see your organization's email, not "via Odia."
  </Accordion>

  <Accordion title="Can multiple team members use the same WhatsApp number?" defaultOpen={false}>
    **Yes!** Once a WhatsApp number is connected to Odia, all team members can send and receive messages from that number via the WhatsApp screen. This creates a **shared inbox** where:

    * Everyone sees all conversations
    * Any team member can respond
    * Full conversation history is visible to all
    * Great for team collaboration

    **Best practice:** Coordinate within your team about who responds to avoid duplicate replies.
  </Accordion>

  <Accordion title="What happens if I disconnect WhatsApp?" defaultOpen={false}>
    **If you disconnect a WhatsApp number:**

    * You can no longer send/receive WhatsApp messages from Odia
    * Message history remains visible in Odia on confirmed Journeys
    * You can still send emails
    * You can reconnect the same number later
    * No messages are deleted from WhatsApp app itself

    **Important:** Only disconnect if you're sure you want to stop using WhatsApp in Odia.
  </Accordion>

  <Accordion title="Where do I find all messages for a specific trip?" defaultOpen={false}>
    **All trip-related messages are on the Journey:**

    1. Open the Journey for that trip
    2. Look for the messages or communications section
    3. You'll see all email and WhatsApp messages related to that trip

    **This includes:**

    * Emails sent from the Journey
    * WhatsApp messages sent about services
    * Duty messages and purchase orders
    * All traveller and supplier communications

    Messages are organized chronologically for easy reference.
  </Accordion>

  <Accordion title="Can I send WhatsApp messages from the Journey or only from the WhatsApp screen?" defaultOpen={false}>
    **You can send WhatsApp messages from multiple places:**

    **From Journey or concierge:**

    * Click "Send Duty Message" or "Contact"
    * Choose WhatsApp option
    * Service details automatically included
    * Message is sent and appears in both WhatsApp screen and on the Journey

    **From WhatsApp screen:**

    * Compose messages directly in the dedicated WhatsApp interface
    * Optionally link to a Journey
    * Messages linked to confirmed Journeys also appear on those confirmed Journeys

    **Best for:** Use Journey/concierge for service-specific messages. Use WhatsApp screen for general conversations and managing all WhatsApp communications.
  </Accordion>

  <Accordion title="Can I schedule messages to send later?" defaultOpen={false}>
    **Currently:** Message scheduling is not available. Messages send immediately when you click send for both email and WhatsApp.

    **Workaround:** Draft your message and save it as a note or template, then send manually at the desired time.

    **Future enhancement:** Message scheduling is planned for future development.
  </Accordion>

  <Accordion title="Why do some WhatsApp messages show on confirmed Journeys and others don't?" defaultOpen={false}>
    **WhatsApp messages appear on confirmed Journeys when:**

    * They're sent from a Journey (about services)
    * They're sent from the concierge (about services)
    * They're sent from WhatsApp screen and explicitly linked to a Journey

    **WhatsApp messages may not appear on confirmed Journeys if:**

    * They're general conversations not linked to a specific trip
    * They weren't associated with a Journey when sent
    * The contact isn't linked to that Journey

    **Best practice:** When messaging about a specific trip, send from the Journey or link the conversation to ensure messages appear in the right place.
  </Accordion>
</AccordionGroup>

## Related Documentation

* [Confirmed Journeys](/features/itineraries) - Sending messages from confirmed Journeys and viewing trip communications
* [Concierge](/features/concierge) - Messaging from the daily operations view
* [Contacts](/features/contacts) - Managing contact information and CRM linking
* [Settings - Communications](/features/settings#communications) - Configuring email settings
* [Settings - WhatsApp](/features/settings#whatsapp) - Connecting and managing WhatsApp
* [Suppliers](/features/suppliers) - Managing supplier contact information