Everything customers send you on WhatsApp lands in one inbox, in order, and your team replies from there, no screenshots passed around. A first tour: what each thing is and where to look first.
Who it's for: anyone on your team who's going to handle conversations. Screen: your inbox, which you open from Conversations («Conversaciones») in your panel.
Before you start
- You need at least one WhatsApp number connected. If you haven't done that yet, see the tutorial on connecting your number.
- Your access is created by whoever administers the account. If you can't get in, ask that person before asking us: they can sort it out in a minute.
What you see when you go in
On the left is the menu. What you'll use almost all the time is this:
- My inbox («Mi bandeja de entrada») — only what's yours, what's assigned to you. If you're in a hurry, start here.
- Conversations → All («Conversaciones → Todas») — absolutely everything that came in, from every channel.
- Conversations → Mentions («Conversaciones → Menciones») — when someone names you in a private note so you'll take a look at something.
- Conversations → Unattended («Conversaciones → Desatendido») — the ones nobody has replied to yet. This is the one not to lose sight of.
- Contacts («Contactos») — the people who've messaged you, with their card and their history.
- Reports («Informes») — how long you take to reply, how many conversations there were, how each agent is doing.
In the center is the conversation list, with three tabs at the top:
- Mine («Mías») — the ones assigned to you.
- Unassigned («Sin asignar») — they came in and nobody has taken them yet.
- All («Todos») — the total.
If "Unassigned" shows a high and growing number, that's the sign there are people waiting. It's the number to check first every morning.
Steps
- Go in and look at the Unassigned tab. If there are conversations there, someone wrote and nobody answered.
- Click a conversation to open it. In the center you see the whole back-and-forth with that person.
- Look at the panel on the right: that's where the card of the person writing to you is, with their phone, their notes and their previous conversations. If you don't see it, press Alt+O and it appears. It stays open for good, no need to repeat it.
- At the bottom there are two tabs: Reply («Responder»), which reaches the person, and Private note («Nota privada»), which only your team sees.
- Write and send. That's all.
What you see when you're done
The conversation moves to your Mine tab and disappears from "Unassigned". When the matter is closed, click Resolve («Resolver») at the top right and it leaves the active list.
If the person writes again later, the conversation reopens on its own and shows up again. Nothing gets lost.
If something goes wrong
- You don't see any conversations: you may not have access to the channel. Whoever administers the account grants it from the channel settings.
- You see conversations but can't reply: usually more than 24 hours have passed since that person's last message. WhatsApp doesn't allow replying outside that window except with an approved template. See the templates tutorial.
- The panel on the right doesn't appear: Alt+O.
- You don't get alerts for new conversations: check your notifications in your profile, at the top right.
When to ask 24/7 Support for help
If messages come in on WhatsApp but don't appear in the inbox, if a conversation keeps loading without opening, or if you reply and the person doesn't receive it. 24/7 Support: https://whatsappmarketing.zendesk.com/hc/es