Comunicación

Find the conversation you need

The left column of the inbox has shortcuts to show only what matters to you:

• My conversations and Unassigned; if you can see everything, also All active.
• Unread, Unanswered and Follow-up (the customer has not replied yet).
• Window expired, Resolved and Closed.
• By channel: WhatsApp, Instagram, Messenger and Email.
• The Filters button adds date range, phone line and customer reply. At the top you can search by name, phone or message.

Reply to a customer

Open the conversation and type in the box at the bottom.

1. Type your message

   Type in the box and press send. You can format text (bold, italic, strikethrough) and add emojis.

2. Use quick replies

   Type / to search a reply saved in Templates and insert it.

3. Attach files or audio

   Send an image, video, document or voice note. With Resources you insert promos, scripts or documents your team already prepared.

4. Collect from the chat

   The Collections button inserts a payment link, an account statement or a request for proof of payment.

Write when the 24-hour window is closed

WhatsApp only lets you send free-form messages during the 24 hours after the customer's last message. The chat header shows how much time is left; when it runs out you will see Window closed: use a template.

1. Open the templates

   Click HSM template in the expired-window notice.

2. Choose the template

   Under Select a template pick a template approved by Meta.

3. Check the variables

   Complete the Template variables that are not filled in automatically and click Send. When the customer replies, the window opens again.

Use the customer panel

To the right of the chat you see the customer's details and the most common actions:

• Handled by: the assigned person. Below are the buttons Charge (creates a payment link with amount and description), Follow-up, Note and Transfer. Charge and Follow-up appear when the conversation has a linked customer.
• Tags: classify the conversation; a tag can move a deal in the CRM.
• Deal: the deal stage in the CRM, or Convert to deal if there is none yet.
• Receivables: what the customer owes, with shortcuts to send a link or statement.
• Internal notes and Priority: only your team sees them.

Transfer a conversation

Hand the conversation to someone else or to a group when it is not yours.

1. Open Transfer

   In the customer panel click Transfer.

2. Choose who

   Pick To an agent (only active, available agents are shown) or To a group, which distributes it in turns.

3. Leave context

   Add an optional note so the person receiving it knows what happened, and confirm.

Resolve or close a conversation

When you are done, change the status from the menu in the chat header.

1. Mark it as resolved

   Use Mark as resolved. If the customer writes again, it comes back to the inbox.

2. Or close it with a reason

   Use Close with reason and pick the reason (for example, Payment completed or Customer not interested). Add notes if needed.

3. Put on hold or reopen

   Put on hold removes it from your active list; Reopen conversation brings it back.

Automate with flows

Flows send messages and questions for you, such as a welcome menu or a template campaign. They live in Conversations › Flows.

1. Create the flow

   Click New flow, name it and choose the channel (WhatsApp, Instagram or Messenger).

2. Choose how it starts

   Outbound if you write first (for example, a campaign) or Inbound if it replies when the customer writes, sends a keyword or comments.

3. Build the steps

   In the editor add messages, options, conditions, waits, transfers or payment links. Use Test to simulate it and Save and publish when it is ready.

Next steps