Using the Chat inbox
Find, read, answer and organise customer chats: filters, replies and delivery marks, the customer card with orders, assigning and closing.
The Chat page is where WhatsApp, Messenger and Instagram messages meet. It appears once you connect a channel in Tools > Integrations > Chat; until then it tells you to connect one. The owner, or staff who may view chat, can open it.
Find a chat#
- Channel: All channels, WhatsApp, Messenger or Instagram.
- View: Open, Closed or Assigned to me.
- Search by name, number or message. A count shows how many messages are unread.
Reply#
- 1
Choose a chat
Pick a chat from the list. The messages open on the right (on a phone, on their own screen).
- 2
Write and send
Type in Write a reply and press Send. A line above the box tells you until when you can reply.
- 3
Watch the marks
Each message you send shows Sending, Sent, Delivered, Read or Not sent. If it was not sent, the Meta code is shown.
The customer card#
- Customer: the chat is matched to a customer. A WhatsApp chat is matched by phone number; if none matches yet, the card says so.
- Orders: the customer's latest orders, each with an Open button, and Create order.
- Linked order: Link an order to the chat, or Unlink it, so you see which order you are talking about.
- Assigned to: pick who looks after the chat; Nobody is allowed.
- Close chat / Reopen chat: a closed chat opens again by itself when the customer writes again.
Comments (0)
Anyone can comment. Please do not post phone numbers, passwords or customer details.