Labels, notes and quick replies in your WhatsApp inbox
Three small things that, together, save you half the repetitive work in your WhatsApp inbox. None takes more than five
minutes to set up, and all three get used every day.
Who it's for: whoever administers the account sets them up once; the whole team uses them afterwards. Screen: your
inbox, and Settings («Ajustes») to set them up.
Before you start
Think of the three or four sentences your team types twenty times a week, and the three or four ways of classifying a
conversation you'd actually use. That's enough to start. It's better to begin with a few and add more than to fill it
with labels nobody uses.
Steps
Quick replies
They're saved texts you insert by typing /.
1. Go to Settings → Canned responses («Ajustes → Respuestas predefinidas») and create one.
2. Give it a short, easy-to-remember shortcut: hello, hours, prices.
3. In the conversation, type / and they appear. Pick one and the text drops in by itself.
The ones that are always worth it: the opening greeting, asking for the details you always ask for, your service hours,
and the sign-off.
You can edit them later and the change applies to the whole team. Nobody has to tell anybody.
Labels
They're for classifying and, above all, for making the reports say something. Without labels, the reports tell you how
many conversations there were but not what people were talking about.
1. Go to Settings → Labels («Ajustes → Etiquetas») and create the ones you're going to use.
2. A minimal set that works: the reason (sale, support, billing) and the status (waiting on the customer, waiting on
us).
3. In the conversation, apply the right ones from the panel on the right.
Then, in Reports → Labels («Informes → Etiquetas»), you see what people message you about most. That's the information
that tells you what to fix in your product or on your website.
Private notes
In the message box, at the bottom, there are two tabs: Reply («Responder») and Private note («Nota privada»).
The private note is only seen by your team. It never goes out. Use it to leave context before handing over a
conversation, to flag something sensitive, or to name someone so they take a look.
When you name a person in a note, it shows up for them in Conversations → Mentions («Conversaciones → Menciones»). It's
the way to ask for help without leaving the conversation.
Macros
If there's a sequence you always repeat — label, assign and send the same reply — you can save it as a macro and do it
in one click. It's in Settings → Macros («Ajustes → Macros»), and it runs from the panel on the right of the
conversation.
What you see when you're done
Your team writes less and faster. Conversations get classified effortlessly. And at the end of the month you have
reports that help you decide, not just look.
If something goes wrong
- You type / and nothing appears: no canned responses have been created yet. They're created in Settings.
- You don't see the labels in the conversation: they're in the panel on the right. If you don't see it, Alt+O.
- The private note was sent to the customer: you were on the "Reply" tab instead of "Private note". They're easy to
mix up at first; always check which one is active before sending.
- You can't create labels or replies: those screens are only for whoever administers the account.
When to ask 24/7 Support for help
If a private note shows up in the customer's conversation, or if the labels you apply aren't reflected in the
reports. 24/7 Support: https://whatsappmarketing.zendesk.com/hc/es
