Before you start
- WhatsApp Business Cloud API already connected for your brand workspace.
- At least one agent seat with inbox access.
- Optional: approved Meta templates if you message outside the 24-hour window.
How to
Find inbound WhatsApp conversations
Open the inbox and filter by WhatsApp when your workspace has multiple channels. New messages should appear in near real time so requests do not sit unseen.
Reply inside the customer service window
Free-form replies work while Meta’s 24-hour service window is open after the customer’s last message. Keep replies clear, branded, and stored on the same thread for history.
Restart conversations with approved templates
Outside the window, send an approved WhatsApp template to reopen the conversation correctly. Do not try to force a free-form session message when Meta will reject it.
Assign ownership and avoid double replies
Assign each open chat to an agent or team. Clear ownership prevents two people answering the same customer and keeps handoffs clean across shifts.
Use AI assist with human escalation
Let AI handle repetitive FAQs from your knowledge base, then escalate to a person for pricing exceptions, complaints, refunds, or complex orders.
Use quick replies for repeat answers
Save high-quality answers as quick replies so agents stay consistent on shipping, hours, and policy questions without rewriting from scratch.
Tips that save time
Watch the window before you type
If the service window is closed, draft the right template first. Wasted free-form attempts confuse agents and delay the customer.
Keep one source of truth per contact
Reply inside Converla rather than switching to personal WhatsApp apps. That preserves assignment, history, and auditability for the brand.
Examples
Typical support flow
Inbound FAQ → AI or quick reply → customer asks for refund → assign human agent → resolve in the same thread → close or park with a clear note for the next shift.
Troubleshooting
Customers say they messaged us, but agents see nothing.
Check channel filters, assignee filters, and that the WhatsApp integration is still connected. Confirm the webhook is receiving events for the correct Phone Number ID.
Outbound reply fails with a window or policy error.
Use an approved template outside the 24-hour window. Inside the window, retry after confirming the conversation is the latest open thread for that contact.
Two agents answered the same chat.
Require assignment before reply in your team process, and train agents to claim ownership. Use status/filters so “mine” and “unassigned” are obvious.
Frequently asked questions
What is a WhatsApp unified inbox?
A single workspace where WhatsApp Business chats (and other connected channels) appear together so agents reply from one place instead of switching apps.
Does Converla support Arabic-speaking customers?
Yes. Agents can use an Arabic UI, and conversation history keeps customer language intact for bilingual teams.
How do we improve first-response time?
Enable notifications, keep unassigned queues short, prepare quick replies and templates, and use AI for common FAQs so humans focus on high-intent chats.
Can we mix WhatsApp with web widget chats?
Yes. Connected channels land in the same unified inbox with channel labels so agents know where each conversation started.