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After your Meta or TikTok Click to WhatsApp ad starts delivering, a customer who clicks the ad and sends a WhatsApp message creates a conversation in YCloud. Use YCloud to view, assign, and respond to these ad-driven conversations.

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View and reply to ad conversations

Open Inbox to view and reply to new conversations from your ads. For the Inbox interface, replies, and transfers, see Quick start with Inbox.

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Check whether a conversation came from an ad

For a newly created contact, the contact record stores the available ad-source information. Check the fields that apply to the platform where you ran the ad.

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Meta ads

For a new contact from a Meta ad:
  • Source = AD: The contact came from an ad.
  • Source URL: The ad source link.
  • Source ID: The ad source ID.
YCloud Inbox showing a conversation from a Meta ad

A conversation from a Meta ad in YCloud Inbox

YCloud contact record showing Source, Source URL, and Source ID for a Meta ad

Meta ad source details in a YCloud contact record

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TikTok ads

For a new contact from a TikTok ad:
  • The Inbox conversation shows a TikTok ad source indicator.
  • Source = TikTok AD: The contact came from a TikTok ad.
  • Source ID: The TikTok ad ID associated with the contact.
YCloud Inbox showing a conversation from a TikTok ad

A conversation from a TikTok ad in YCloud Inbox

YCloud contact record showing Source and Source ID for a TikTok ad

TikTok ad source details in a YCloud contact record

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If you cannot find an ad conversation in YCloud

Check the following:
  1. The ad has been approved and is delivering.
  2. The WhatsApp Business number selected in the ad is connected to YCloud.
  3. At least one customer has clicked the ad and sent a WhatsApp message.
Clicking an ad alone does not create an Inbox conversation. The customer must send a message in WhatsApp.

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Set up conversation assignment rules

Set Conversation Assignment Rules before your ads start, so new conversations can be assigned to an agent, a team, an AI Agent, or remain unassigned.

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Use an AI Agent for lead capture

To automatically welcome ad visitors and collect details such as their name, contact information, or needs, see AI Agent lead capture best practices.

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Next step

Use CTWA Analysis to review Meta or TikTok ad performance, conversations, and reported results.