Answer a WhatsApp Chat
Handle one open WhatsApp thread from list → reply → (if needed) Utility template when the customer care window is closed.
Instagram is text-only in this release — see Instagram Is Text-Only if that channel is open instead.
Before you start
| Need | Where |
|---|---|
| Signed into the Unified Inbox | Sign In to the Inbox or Open Inbox |
| Availability that can accept work | Online — Your Availability |
| Optional Utility templates | Approved Utility under Broadcasts — Approve a Template |
Path at a glance
- Find the conversation
- Open the chat
- Take Over if the bot owns it
- Send your reply
- When the window is closed
- Hand back or leave assigned
1. Find the conversation
Pick the list that matches your work:
| Place | Use when |
|---|---|
| Dashboard | Personal queue — chips Assigned, My Unread, Overdue, channel filters — Using Dashboard |
| Inbox → Assigned | Your assigned queue as a sidebar tab — Assigned |
| Inbox → Queued | Waiting for an agent — click Take It — Queued |
| Inbox → Unread | Unread open threads — Unread |
Confirm the channel badge is WhatsApp (or filter to WhatsApp).
2. Open the chat
- Click (or tap) the conversation row.
- On desktop, the chat pane loads on the right. Empty state before selection: Select a conversation.
- On mobile, the chat takes the full screen — use back to return to the list.
You may see centered Campaign markers (campaign · template · status) — system rows, not agent bubbles. Details: Opening a Chat.
3. Take Over if the bot owns it
If the bot is handling the thread:
- Banner: Conversation handled by Bot
- Send control shows Take Over (composer hint: Take over conversation to send messages...)
Click Take Over in the header or as the send control. The conversation assigns to you, then the normal composer appears.
If the thread is assigned to another agent, only supervisors/admins can send — see Send in Someone Else’s Chat.
4. Send your reply
Composer placeholder: Type your message... (use / for quick replies)
| Action | How |
|---|---|
| Text | Type → Enter (desktop) or Send |
| New line (desktop) | Shift+Enter |
| Quick reply | Type / — Quick Replies |
| Image / document / voice | WhatsApp toolbar — Send Image, Document, or Voice |
| Quote a message | Message menu Reply — Reply to a Message |
| Private note | Internal Note — not sent to the customer — Internal Notes |
| Start a bot script | Start Bot Flow on the WhatsApp toolbar — Start a Bot Flow from a Chat |
Delivery labels: Sent, Delivered, Read, Failed.
Header Live / Offline is connection status, not your Online/Busy/Offline availability — Live vs Offline.
5. When the window is closed
WhatsApp free text and media stop when the customer care window is closed. Banner: Customer care window closed.
| Option | Use |
|---|---|
| Send Utility template | Approved Utility only — modal APPROVED Utility only · language from template · works inside or outside 24h — Send a Utility Template |
| Internal Note | Agent-only; WhatsApp still allows notes when expired |
| Wait for customer reply | Opens a new window for free text |
Background: WhatsApp 24-Hour Window. If send fails: Message Failed · Window Closed or Expired.
6. Hand back or leave assigned
| Action | When |
|---|---|
| Keep working | Stay on Assigned / Dashboard |
| Return to Bot | Bot should resume (header control when allowed) — Take Over, Assign, Return to Bot |
| Assign to a teammate | Assignment controls / team pages — Assign Conversations |
Quick paths
| Situation | Path |
|---|---|
| A. Bot thread, window open | Open → Take Over → text / media / / quick reply |
| B. Already yours, window open | Open → reply |
| C. Queued | Inbox → Queued → Take It → reply |
| D. Window closed | Open → Send Utility template (or note) |
| E. Need bot again after reply | Return to Bot or Start Bot Flow |