WhatsApp chat lets you view customer conversations, track unread messages, and respond within the 24-hour reply window. You can type your own responses, use templates, and see team activity clearly, making it easy to manage customer communication.

To access the WhatsApp chat, click on "Messages" and "WhatsApp chat"

Then you can see all the Conversations you have had with customers - the chats that have red notification on them have unread chats. Click on the unread chat.

This customer has responded to the WhatsApp messages sent out. This creates a 24 hour message window with the customer. You can only reply to the customer within these 24 hours. It's possible to select a template to send out, but keep in mind that templates used for WhatsApp chat cannot have personalisation parameters in them. Or type your response into the "type a message" field and then click on "Send"

The customer responses are gray and on the left hand side of the chat - your reply come on the right hand side in dark blue. If more than one team member is answering in WhatsApp chat then your responses are blue and you will see what other team members answered in green. Automatically sent out templated appear pink. Chats are considered "closed" after 5 days of inactivity (no messages sent in 5 days), however a new chat is automatically reopened once a customer contacts you, this should have minimal effect since the older chat histories become available in the new chat.