# WhatsApp settings

What each option of the WhatsApp settings does, from the default line and message retention to attachments and the chatter button, and where each app's switches live.

Open **WhatsApp/Configuration/Settings**: Settings opens at the **WhatsApp** section. Its **General** group holds the options of the app itself; below it, each app that sends WhatsApp messages adds its own group of switches.

## Before you start {#before-you-start}

- The section needs the **Administrator** access right on **WhatsApp**.
- **WhatsApp Account**, **Attachment Mode** and **WhatsApp in Chatter** belong to the current company: switch company in the top bar to set another one. **Message Retention**, **Max Retries** and **Default Priority** serve the whole database.
- Click **Save** to apply a change.

## WhatsApp Account {#whatsapp-account}

![The General group of the WhatsApp settings; Office line is the company's default line.](https://jaah.app/web/image/13214-fe55550a/whatsapp-whatsapp-settings-settings_general-en.png)

The company's default line, **Office line** in the demo. Messages leave from it while it is **Connected**; otherwise from the first connected line of the company. A template sent on a schedule uses its own **Account** instead. The arrow next to the field opens the line: [Connect a WhatsApp line](connect-a-whatsapp-line).

## Message Retention {#message-retention}

**30 days** (the default), **60 days** or **90 days**. Once a day, a job deletes the messages older than that which reached their end: **Sent**, **Delivered**, **Read**, **Replied**, **Error**, **Bounced**, **Cancelled** and expired ones. Received messages and those still **Queued**, **Delivery Uncertain**, **Dead Letter** or **Suppressed** are kept. The copies in Discuss and the notes in the records' chatter stay. The log of send attempts is kept 180 days, or longer if this option is longer.

## Attachment Mode {#attachment-mode}

![The three ways a file attached to a message can travel.](https://jaah.app/web/image/13218-090a0994/whatsapp-whatsapp-settings-attachment_mode-en.png)

How a file attached to a message travels, reports added by templates included:

- **Send File**, the default: the file itself, as its own message after the text.
- **Send Link**: a link to download the file instead.
- **Send Both**: it sends the file only, as **Send File** does.

On a phone, the same list opens when you tap the field.

## Max Retries and Default Priority {#retries-and-priority}

![Max Retries and Default Priority keep their values, 3 and Normal (20).](https://jaah.app/web/image/13220-569e6cea/whatsapp-whatsapp-settings-retries_priority-en.png)

**Max Retries** (1, 3, 5 or 10) and **Default Priority** (**High (10)**, **Normal (20)** or **Low (30)**) are saved, but sending does not read them: a failed message is tried again three times, and new messages are queued with the normal priority. [How WhatsApp sending works](how-whatsapp-sending-works#retries) explains the retries.

## WhatsApp in Chatter {#whatsapp-in-chatter}

![WhatsApp in Chatter is on, so records with a template show the WhatsApp button.](https://jaah.app/web/image/13224-26bc527c/whatsapp-whatsapp-settings-chatter_switch-en.png)

On by default. It shows the **WhatsApp** button in the chatter of every record whose kind has at least one active template, as [Send from any record](send-from-any-record) shows. Turned off, the button disappears for the company; the entries that templates add to the **Actions** menu and the automatic messages carry on.

## Split Attachments in Queue {#split-attachments}

This option is hidden from the screen and not used: each attached file always leaves as its own message after the text.

## The apps' groups {#app-groups}

![Below General, each app adds the switches of its ready-made templates.](https://jaah.app/web/image/13228-f9d3e832/whatsapp-whatsapp-settings-app_groups-en.png)

Each group lists the ready-made templates of one app, each with a switch; a ticked switch shows a **Template** link to open it. Turning a switch off archives its template, turning it on restores it. The pages of the apps explain theirs: [WhatsApp in cases](whatsapp-in-cases), [WhatsApp in the legal apps](whatsapp-in-legal-apps), [WhatsApp in sales and invoicing](whatsapp-in-sales-and-invoicing), [WhatsApp in projects](whatsapp-in-projects), [WhatsApp in calendar and activities](whatsapp-in-calendar-and-activities) and [WhatsApp in HR](whatsapp-in-hr). [WhatsApp templates](whatsapp-templates) explains how to change a text.

## FAQ {#faq}

### I set Max Retries to 10. Why does a message stop after three tries? {#max-retries}

The option is not read: three retries is the fixed rule.

### The default line is disconnected. Do messages get lost? {#line-disconnected}

No. They leave from another connected line of the company; automatic ones wait **Queued** until a line of the company connects again.

### Can a user turn off the WhatsApp button for themselves? {#user-button}

No. **WhatsApp in Chatter** applies to the whole company.

### Which jobs run behind these options? {#jobs}

The cleanup and the sending jobs, listed in [WhatsApp automations](whatsapp-automations).

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- Source: https://jaah.app/docs/whatsapp/whatsapp-settings
- Updated: 2026-10-27
- Version: WhatsApp 19.0.2.3.9
- Verified: 2026-10-27