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When an ad generates an inquiry, how do you identify the customer’s needs, follow up, and see which ads produce useful results? With YCloud, you can direct customers from ads to WhatsApp, handle their conversations in Inbox, and report qualifying business outcomes to the advertising platform.

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1. Choose a platform and prepare reception

The YCloud CTWA documentation provides two setup paths. Choose the platform where you plan to advertise. For the overall concept, read CTWA Introduction. If your number is not connected, first connect WhatsApp to YCloud. Before advertising, arrange reception and configure conversation assignment rules. Decide who collects customer needs, when sales takes over, and what happens when nobody is available.

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2. Connect the account and create an ad for your platform

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Meta

  1. Start the ad-account connection in YCloud CTWA. Use a Facebook account with the required access to authorize the target account, then confirm it appears in the list. For authorization, permissions, and shared assets, see Connect a Meta Ad Account.
  2. In Meta Ads Manager, create an ad with WhatsApp as its messaging destination. Check the Page and receiving number, then configure the audience, budget, creative, and opening message. Linking the Page to the number is separate from authorizing the ad account. See Create a Click-to-WhatsApp Ad.
  3. Preview the ad and the experience after WhatsApp opens. Check the number and opening content, then submit the ad through the platform’s review process.
YCloud CTWA connection page highlighting Connect Facebook.

Start the Meta connection with Connect Facebook. Authorization and account selection follow on the platform.

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TikTok

  1. Authorize the TikTok ad account in YCloud CTWA, link the WhatsApp number that will receive inquiries, and confirm the related event set was created. Follow Connect TikTok Ad Account.
  2. Create a messaging ad in TikTok Ads Manager using the account and number you linked. Complete the creative, delivery, and review settings. Use Create TikTok Instant Messaging Ad to check the resources and destination. Available controls depend on account eligibility and the current platform interface.
  3. Check that the ad opens the same WhatsApp number you linked in YCloud.
Completion check: The target ad account is connected, and the ad uses the correct number, has passed review, and is delivering. Submitting an ad does not mean it is live. Clicking it alone does not create an Inbox conversation: the customer must send a WhatsApp message.

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3. Turn inquiries into leads your team can follow up

Handle visitors from both platforms in YCloud Inbox. Check the path from an ad to a conversation:
  1. Confirm that a conversation reaches Inbox after the customer opens WhatsApp from the ad and sends a message.
  2. Check assignment to the intended person, team, or Agent, and test replies and human handoff.
  3. Check the platform’s ad source. For new contacts, Meta can show Source = AD, while TikTok can show Source = TikTok AD. See Receive CTWA Visitors for other source fields and troubleshooting.
Record information relevant to your business, such as needs, budget, timing, and the next action. To collect it automatically, configure and test the workflow in AI Agent lead capture best practices before using it for ad visitors. Sales can then continue the existing conversation without asking for every detail again. If you see clicks but no conversations, first check whether the ad is delivering, the receiving number is connected to YCloud, and the customer actually sent a message.

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4. Report meaningful outcomes to the platform

An inquiry is the starting point. Define the later actions you want to measure, such as meeting qualification criteria, confirming an appointment, placing an order, or completing payment. Choose a trigger that matches how you confirm that result. In CTWA → Track Events, select the appropriate platform resources, configure the event and trigger, and enable reporting to that platform. The configuration targets and event options differ, so follow the relevant guide:
  • Meta: Report CTWA Ad Results to Meta covers Lead, Purchase, Report to Meta, and verification. The default mapped Engage signal does not represent an actual sale and must not be used directly to calculate sales revenue.
  • TikTok: Report Ad Results to TikTok explains how to configure events for the ad account and number, enable Report to TikTok, and check receipt in the corresponding event source.
Use a workflow that actually originated from an ad to verify the trigger and reporting. Saving a rule or having YCloud accept a custom event does not prove that the advertising platform received or attributed it. Reliable outcomes help measure advertising and provide optimization signals; they do not guarantee improved conversions.

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5. Review ad data alongside follow-up results

Open CTWA → Ad Manage, select a connected ad account, and review the available ad data. Use View Leads and Track Events for related leads and events. Follow CTWA Analysis to review Meta or TikTok data and check delivery and reported results in the corresponding platform. For customers who have given the appropriate permission and need further follow-up, continue with the Campaign or Journey marketing workflow. An ad inquiry does not grant permanent marketing permission. Follow the customer opt-in and messaging-window rules for subsequent messages. After the first cycle, you should know whether ads produced real conversations, your team handled the leads, conversations produced business outcomes, and those outcomes were recorded correctly. Use that evidence to adjust the next round of advertising and follow-up.