Work from the WA Chat inbox

Before you reply

Your WhatsApp Business Account must be connected. When a customer has messaged in the last 24 hours, you can send a normal reply. After 24 hours, use an approved WhatsApp template to start the conversation again.

Handle a conversation, step by step

1. Open WA Chat.
   Where: Left sidebar → Core → WA Chat. The conversation list is ordered by the most recent activity.
2. Find the right conversation.
   Where: the conversation list and filters. Filter by unread, assigned to me, tag, or team when you need to narrow the list.
3. Read the customer’s context.
   Where: the selected conversation and contact profile. Check previous messages, contact fields, tags, and pipeline stage before replying.
4. Send the right kind of reply.
   Where: the message area at the bottom of the conversation. Type a normal response inside the 24-hour window, attach media if needed, or use the template option for approved business-initiated messages.
5. Give the conversation an owner.
   Where: the assignment control in the conversation. Assign it to the right agent or team so no customer is left waiting.
6. Keep it organised.
   Where: tags, notes, and quick replies in the conversation tools. Add a useful tag or note, and use a saved quick reply when it fits the customer’s question.

Use the 24-hour rule correctly

Good inbox habits

Respond quickly, assign work clearly, and leave a note whenever another teammate may need to continue the conversation. Use a Utility template for proactive account or order updates outside the reply window.