Welcome to WAPTO!
1. Overview
WA Chat is the heart of the Wapto platform. It serves as a shared inbox where your entire team can communicate with WhatsApp Business Account (WABA) contacts in real-time.
WABA Connection Required: To use the WA Chat module, you must first connect your WhatsApp Business Account. Click here for the WABA Connection Guide.
- Real-time Messaging: Instant communication with your customers.
- Prerequisite: Works only after your WABA is successfully connected.
- Multi-Agent System: Multiple agents can manage conversations simultaneously.
2. Chat Interface Layout
The interface is strategically designed into three panels for maximum efficiency.
- List of all active conversations.
- Contact name or phone number.
- Last message preview & status.
- Dynamic Tags (e.g., Interested, Lead).
- Search and filter functionality.
- Full chat conversation thread.
- Sent and received message history.
- Precise message timestamps.
- Meta Template message picker.
- 24-hour session status indicator.
- Detailed Contact Metadata.
- Advanced Tags management.
- Add internal collaboration notes.
- Assign chat to specific agents.
- Centralized Media & Files gallery.
3. Key Features
Unlock the full potential of your WhatsApp communication with these essential inbox features.
A. Send & Receive Messages
Chat with WABA contacts in real-time using standard text or rich media messages.
B. Template Messaging
Use pre-approved Meta templates to initiate new chats or re-open conversations after the 24-hour window.
C. 24-Hour Messaging Window
- Opens automatically on user reply
- Allows unlimited free-form messaging
- Locks after 24 hours of inactivity
D. Re-open Conversation
To restart a locked chat, send a template message. Once the user replies, the window re-opens.
E. Assign Chats to Agents
Distribute the workload by assigning specific chats to your team members for better accountability.
F. Contact Tagging
Categorize users with custom tags (e.g., Interested, Lead, VIP) for advanced segmentation.
G. Internal Notes
Add private internal notes to track lead history or specific client requirements directly within the chat.
H. Media & Gallery
Quickly access all images, videos, and documents shared within the conversation in a centralized gallery.
4. AI Suggestions & Transformation
Enhance your customer communication with powerful AI-driven features for instant reply suggestions and message transformations.
A. AI Suggestion
Suggest text messages based on previous chat context. AI will suggest a reply based on the tone you have selected (e.g., Professional, Friendly, Casual).
B. Transform Text Message
Transform your draft messages based on selected criteria such as Summarize, Improve, Translate, Casualize, or Formalize.
Setup AI Suggestion: To use this feature, you must first set up an API key for your preferred AI model. Go to AI Settings → Choose AI Model → Set API Key → Save. Click here for more details in AI Config.
5. Chat Workflow (Step-by-Step)
Follow this standard operating procedure to manage your customer conversations effectively.
Connect & Navigate
Ensure WABA is linked and open the WA Chat module from the dashboard.
Select & Initialize
Select a contact. If the chat is new or locked, send a Meta Template to start.
Active Communication
On user reply, the 24-hour window starts for unlimited free-form messaging.
Organize & Assign
Assign chats to agents, add notes, and apply tags for better lead management.
6. Important Rules (WhatsApp Policy)
- No Free Messages: Unlimited chatting works only within the 24-hour window.
- Template Required: Use pre-approved templates to initiate or restart conversations.
- Meta Approval: All templates must be pre-approved by Meta before appearing in Wapto.
7. Best Practices
Response Speed
Respond within 2 hours of a user's message to maintain conversion momentum.
Segment with Tags
Consistently tag contacts (e.g., Lead, VIP) to filter high-value conversations.
Ownership
Assign ownership to specific agents to ensure accountability and faster resolution.
Template Library
Prepare templates for common follow-up scenarios to restart chats instantly.