If you’re having trouble answering a chat, it’s likely you’re outside the 24hr window. 🕹️Interacting through the feed to restart the conversation.
Manually compose a message
Use the composer to write back to your customers – don’t forget to personalise and add emojis!
Plus make it easier for them to respond by adding quick replies
Want to add something extra? Select 📎 and you can attach images, videos and files
Use templates to save cost by not turning user initiated conversations into marketing conversations. Use an update template to restart a conversation outside of a 24hr window.
Trigger a flow
You might want to automate the response to common questions – like return processes. You can do this by building a Journeys flow and then trigger it manually from Conversations.
Make sure the flow has the trigger Trigger - Agent Trigger or the keyword/exact match has Trigger can be used as Agent Trigger is toggled on:
See more: Trigger a flow from the feed
Send a template
You can send both templates and update templates (need to be approved by WhatsApp) from the chat. Both should be created in Studio.
Create update templates like “If this is still relevant, respond yes” to help restart the conversation outside the 24hr window.
Write an internal note
Internal comments are message that can only be seen by other agents. They’re a great tool to summarise the case before reassigning to another agent:
