07

Chats

Customers reply to your messages. Chats is where your team answers them, one conversation at a time.

How conversations flow

1. 1
   Queued

   A new reply lands here, visible to the whole team.

2. 2
   Assign to me

   A team member takes it; it moves to My chats.

3. 3
   Answer

   Type, use a quick reply or attach a picture (MMS).

4. 4
   Archive

   Close the solved chat. A new reply brings it back to Queued.

• My chats, Queued, Team and Spam tabs, each with its unread count; filter all or unread.
• Start a conversation with New: type a phone number and the message.
• Choose the Sender number for your reply; numbers with WhatsApp appear twice, once with the WhatsApp icon.
• Each message shows its status: sent, delivered, read (WhatsApp), not delivered. A message still being sent is greyed out with a spinner; if it fails, an exclamation mark appears: click it to try again.

Working as a team

• Notes on the contact keep context for everybody (pin the important ones).
• New whisper adds an internal comment inside the conversation; the customer does not see it.
• Add to Spam moves unwanted conversations out of the way.
• Archive solved chats regularly; the active list holds up to 1000 conversations.