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Replying to customers

Accept a conversation, reply, resolve it, and use private notes.

Overview

Handling a conversation is a simple loop: take it from the Queue, reply until the matter is sorted, then resolve it. Replies always go back out from the number the customer originally messaged, so the conversation stays on one thread for them.

Reply to a customer

  1. Open a conversation. Click one in the Queue (or your Open tab). The messages appear on the right.

  2. Accept it. If it's still in the Queue, click Accept to assign it to yourself. An open conversation with the Accept button

  3. Type your reply. Use the Reply to customer… box at the bottom and click Send (or press Enter). Your message is delivered on WhatsApp and appears in the thread. Reply box with a typed message

  4. Resolve when done. Click Resolve to close the conversation. It moves to the Resolved tab. If the customer writes again it re-opens automatically; you can also click Re-open yourself.

Note: Replies leave from the number the customer wrote to — never a different one. If that number is offline, sending is blocked until it reconnects, rather than going out from another number. See Connect a number.

Private notes

Each conversation has a Notes area (Private notes…). Notes are for your team only — the customer never sees them. Use them to leave context for whoever picks the chat up next. Notes save automatically.

Assigning and taking over

  • Assign / Unassign — hand a conversation to a specific agent, or release it back to the Queue. (Reassigning to another agent needs the Reassign permission.)
  • Agents with Monitor can view other agents' chats; with Take over they can reply inside them; with Override they can act on chats owned by others. Most agents don't need these — see Agents & permissions.

Next steps