NXT Cloud Chat – CRM, Inbox & OTP Login

What It Is Used For

• 1-to-1 WhatsApp messaging – send and receive WhatsApp messages between your business number and your contacts from the WordPress Chat Window.
• WhatsApp OTP login – send one-time passwords to users’ WhatsApp numbers for passwordless WordPress or WooCommerce login.
• Template messaging – sync approved WhatsApp message templates from your Meta Business account and send them for notifications, authentication, broadcasts, and automation (Pro).
• Broadcast campaigns – send bulk WhatsApp campaigns to selected contacts using approved templates (Pro).
• Webhook event handling – receive inbound messages, delivery status updates, read receipts, and message events from the WhatsApp Cloud API.
• WooCommerce notifications – send order and customer communication messages via WhatsApp (Pro).
• COD verification workflows – use WhatsApp login or automated WhatsApp confirmation messages to help verify COD orders and reduce fake orders or failed deliveries (Pro).
• Abandoned cart recovery – send WhatsApp reminders for abandoned WooCommerce carts (Pro).
• Workflow-triggered messages – send WhatsApp messages based on user login, WooCommerce events, CRM events, deal changes, conversation events, or custom triggers (Pro).
• Connection diagnostics – verify your API credentials and send test template messages to confirm that your WhatsApp Cloud API setup is working correctly.

What Data Is Sent and When

• During setup – your App ID, App Secret, Business / Messaging Account ID, Phone Number ID, and Access Token are stored in your WordPress database and used server-side to authenticate API calls and verify incoming webhook signatures ( X-Hub-Signature-256 ). These values are not printed into public pages or client-side JavaScript.
• When sending or receiving WhatsApp messages – the recipient phone number, message content, template name, template parameters, media attachments, and delivery metadata are sent to or received from the WhatsApp Cloud API.
• During WhatsApp OTP login – the user’s phone number and OTP message template data are sent to the WhatsApp Cloud API.
• During template sync – your Business / Messaging Account ID and Phone Number ID are used to fetch and synchronise approved templates from your Meta account.
• During webhook delivery – Meta sends inbound messages, delivery receipts, read events, and status payloads to your WordPress webhook endpoint. These are validated server-side using your App Secret before being stored.

Service Provider

WhatsApp Business Platform / WhatsApp Cloud API by Meta Platforms, Inc.

• Meta Privacy Policy
• WhatsApp Privacy Policy
• Meta Terms for WhatsApp Business
• WhatsApp Business Solution Terms
• WhatsApp Business Terms of Service
• WhatsApp Business Messaging Policy
• WhatsApp Messaging Guidelines
• WhatsApp Cloud API Pricing

You are responsible for ensuring that your use of this plugin and the WhatsApp Cloud API complies with applicable laws, your privacy policy, Meta’s platform rules, and WhatsApp Business policies.

Optional Browser Push Services

Web Push is off until a signed-in inbox user explicitly enables this browser and grants browser permission. The plugin then sends encrypted notification payloads directly to the browser vendor’s push service: Google Firebase Cloud Messaging, Microsoft Windows Push Notification Services (Edge), Mozilla Autopush, or Apple Web Push. No separate paid push account is required.

The service receives a browser subscription endpoint, encrypted payload, expiry and delivery metadata, and the site’s public VAPID identity. Subscription endpoints and encryption secrets are encrypted in your WordPress database. Previews are off by default. When enabled, a notification can contain the contact name, shared unread count, and a short incoming-message preview. Otherwise it contains the plugin name and unread count. Your browser and operating system may display and retain notifications on lock screens.

Logging out revokes that WordPress session’s notification enrollment; other sessions remain independent. Push already accepted by a vendor cannot be recalled. Notifications do not grant access to WordPress: opening one requires normal login, tenant, and chat permissions. Browser/OS restrictions and server cron can delay or prevent display; push-service acceptance is not proof of delivery or reading.

• Google Privacy Policy
• Microsoft Privacy Statement
• Mozilla Privacy Notice
• Apple Privacy Policy

Features

Dashboard

• Connection Health, Messaging Health, and Calling Health status cards.
• Live status indicators for WhatsApp Cloud API credentials and webhook configuration.
• Setup help links and support badge for guided onboarding.
• CRM, SLA, lifecycle, tag, deal, automation, broadcast, and abandoned cart reporting (Pro).
• Secure selected-range CSV exports with permission checks (Pro).

Deals – Sales Pipelines and Deal Tracking

• Create pipelines with custom stages, colours, ordering, and required stage reasons.
• Manage deals with owners, priorities, values, expected close dates, and line items.
• Track stage-transition history and review deal activity in the contact timeline.
• Duplicate, archive, or delete deals using guarded confirmation flows.
• Use stable pipeline, deal, lifecycle, and line-item wrappers for integrations.

Chat Window – WhatsApp Inbox

A shared WhatsApp inbox for sales, support, and customer communication.

• Browse, filter, and reply to WhatsApp conversations from WordPress.
• Manage multiple tickets per contact with subject, category, persistent issue descriptions, status, priority, followers, and shared handoff notes.
• Keep private notes visible only to their author while they retain record access. The latest own note is prefilled without duplicating unchanged text.
• Combine multi-select assignment, status, and priority filters, including Following and Overdue. Selected criteria match the same accessible ticket.
• Filter the chat list by latest-message source with Broadcast, Workflow, System, and Integration icons, plus an Unread-only control. Source icons start enabled; green shows that source and gray hides it. Chats with unread incoming messages remain eligible regardless of source selection, subject to access and ticket filters.
• Save a ticket without sending a message. Save & Send requires message content, an open reply window, and the required permissions, with a disabled-button tooltip explaining unmet requirements.
• Open a ticket from its number in chat activity history and see a compact header count excluding closed and unassigned tickets.
• Assign tickets to users, teams, or queues with manual or automated routing.
• Use saved inbox views: All, Mine, Team Queue, Unassigned, Overdue, and Recently Resolved.
• Track SLA targets for first response and resolution.
• Store message history with timestamps, delivery status, reply context, reactions, and secure media access.
• Display server-side redacted previews for protected workflow template parameters sent with Pro 1.2.0. Hidden values stay hidden for all Chat Window users, including administrators.

Contacts – CRM Contact Management

• Store phone number, country, name, custom fields, subscription status, and unsubscribe reasons.
• Track lifecycle stages such as new lead, active prospect, customer, or closed customer.
• Create follow-up tasks, assign owners, and use saved contact views.
• Detect and merge duplicate contacts with guarded confirmation flows.
• Review contact profiles and CRM activity timelines from Contacts or Chat Window.
• Use stable contact upsert wrappers for safe integrations.

Groups

• Create groups such as Leads, Members, VIP Customers, COD Customers, or Repeat Buyers.
• Assign contacts manually or in bulk.
• Use groups for broadcast targeting and workflow logic.
• Verified-group protections help prevent accidental modification of important groups.

Tags

• Create colour-coded CRM tags with descriptions.
• Assign tags manually, in bulk, during import, or through compatible integrations.
• Filter contacts by any, all, or none of selected tags.
• Preserve tag names in exports and use stable tag wrappers for integrations.

Templates (Pro)

• Create and manage templates directly from WordPress, and sync with Meta.
• Browse templates by category such as marketing, utility, and authentication.
• Use image headers, CTA buttons, quick replies, coupon codes, and dyn