WhatsApp chat shows the WhatsApp chats with your guests on one page. You can reply to guests, send WhatsApp templates, assign chats to people on your team, and see the bookings of each guest.
Open WhatsApp chat
Go to Messages > WhatsApp chat.
The Conversations list shows the open chats. The chat with the newest message is at the top.
Find a chat
To find a chat, enter text in the Search conversations... box.
To show only the chats that are assigned to you, click Mine. To show only the chats that are not assigned, click Unassigned. To show all chats again, click All.
To show only the chats with unread messages, click Only unread.
To show the chats of one person on your team, click All, then click All users and select the person. To show the chats of all people again, click × next to the name.
In the list, the number on a chat is the number of unread messages. For the Awaiting reply label, see Mark a chat as handled below.
Reply to a guest
Click a chat. The messages of the chat open.
Enter your message in the Type a message... box.
Click Send, or press Enter.
To add a file, click the paperclip icon before you click Send. You can add images, videos, audio, PDF, Word, and Excel files.
You can write your own message only for 24 hours after the last message from the guest. Above the message box, the chat shows the time that is left: The 24 hour message window expires in. After 24 hours, the chat shows Outside 24-hour window - Use templates to send messages. Then you can send only a WhatsApp template.
Send a WhatsApp template
Open the chat.
Click Select a template... and select a template.
Click Send.
The list shows the active WhatsApp templates of your company. A template with fill-in variables shows in the list, but you cannot select it. To remove the selected template, click the × next to the list.
Assign a chat
Open the chat.
At the top of the chat, click Assign….
Select a person on your team. To remove the person, select Unassigned.
See the bookings of the guest
The Booking Details panel on the right of the chat shows the bookings with the phone number of the guest. A label on each booking shows which one it is: Latest is the newest booking, Upcoming is the booking with the next tour, and Past is a booking with all tours in the past.
Click a booking to see its tours.
To open the booking in a new tab, click View Full Booking.
If the guest wrote from a different phone number, link the chat to the correct booking:
In Assigned Booking, click Assign.
Enter a booking code, a name, or an email.
Select the booking.
The panel then shows only that booking, with the label Assigned. To change the booking, click Change. To remove the link, click Unassign, and then click Unassign again to confirm. To hide the panel, click the arrow at the top of the panel.
Mark a chat as unread
Open the chat.
At the top of the chat, click Mark as Unread.
The chat closes and shows as unread in the list.
To mark the chat as unread from one message of the guest, click the three-dot icon next to the message, and then click Mark unread from here.
Mark a chat as handled
When a guest sends a message and nobody on your team replies, the chat shows Awaiting reply. In the list of chats, the chat has the Awaiting reply label. If the message does not need a reply, mark the chat as handled.
Open the chat.
At the top of the chat, next to Awaiting reply, click Mark handled. The message Marked as handled shows.
The chat shows Handled by, the name of the person, and the time. A reply from a person on your team also stops the wait, but an automatic message does not. If the guest writes again, Awaiting reply shows again.
Reply from the booking
You can also read and answer the WhatsApp messages of a guest on the Timeline tab of the booking. A reply that you send there also shows in WhatsApp chat. See Booking timeline.
What the colors mean
Gray, on the left: messages from the guest.
Dark blue, on the right: messages that you write in the chat.
Light blue, on the right: WhatsApp templates that you send.
Dark green, on the right: messages that other people on your team write in the chat.
Light green, on the right: WhatsApp templates that other people on your team send.
Pink, on the right: messages that PaxFlow sends automatically.
Notes
If WhatsApp chat has a lock icon in the Messages menu, WhatsApp is not turned on for your company, or your user group does not have access to the page. To turn on WhatsApp, ask PaxFlow support. To get access, ask an admin in your company to change your user group in Settings > User groups.
If the page shows WhatsApp Setup Required, finish the WhatsApp setup before you use WhatsApp chat.
The All users list shows only the people whose user group has access to WhatsApp chat.
A chat closes after 5 days without messages, and it no longer shows in the list. When the guest writes again, a new chat opens. The earlier chats with the guest show above the new messages.