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    Answer WhatsApp chats

    Chats shows every WhatsApp conversation live, one row per customer; you take a chat over by replying and hand it back to the assistant with one click.

    For Owner, Admin, Member

    Open in dashboard
    On this page

    Once a WhatsApp number is connected, your assistant answers your customers by itself. Under Chats you read along live and step in when someone needs a person. When you are done, you know how to take over a chat, when WhatsApp no longer allows a reply and how to hand the chat back.

    The list

    Chats shows one row per customer, newest first, with the last message and who has the chat right now: AI or You. The filters:

    • Needs reply: someone on your team has taken over the chat, the customer wrote last, and WhatsApp still allows a reply. Someone is waiting for a person here.
    • Mine: chats you have taken over.
    • AI active: chats your assistant handles alone.
    • All: every chat.

    Next to an open chat you see the contact and their cases. Hand over passes the chat to someone on your team. When you open a WhatsApp conversation in the Inbox, Open in a window docks the chat at the bottom, so you can keep working on other pages.

    Take over a chat

    1. Open Chats and click a chat.
    2. Write your reply and click Send. This takes the chat over, and the assistant no longer replies in it.
    3. To let the assistant reply again, click Hand back to the assistant.

    To take over without writing, use Take over. Under each message it says who wrote it: Assistant, Team or from the WhatsApp app.

    The assistant also hands a chat to your team itself, for example when someone explicitly wants to write with a person. When you reply in the WhatsApp Business app yourself, the chat counts as taken over too.

    The 24-hour window

    WhatsApp allows a free-form reply only until 24 hours after the customer's last message. The chat says until when you can reply. Once the window has closed, the list shows 24-hour window closed. Then write from the WhatsApp Business app or call. When the customer writes again, the window opens again.

    Voice messages, photos and files

    scoco transcribes voice messages, and the assistant has photos described when Have photos described is on. scoco does not store the files themselves. WhatsApp keeps them available only for a limited time; after that no preview is possible. Open the file in the WhatsApp Business app then.

    When a conversation ends

    When a chat stays quiet for a while, the conversation ends and your team gets the summary, as after a call. You set how long under AssistantsBehaviour with A conversation ends after (minutes of quiet). The next message starts a new conversation in the same chat. Every conversation is also in the Inbox.

    Common problems

    I cannot reply. With the Viewer role you see chats but do not write. If the 24-hour window has closed, reply from the WhatsApp Business app.

    The assistant no longer replies in a chat. Someone took it over, in the dashboard or in the WhatsApp Business app. Click Hand back to the assistant.

    Chats is missing from the menu. WhatsApp is not enabled for your account yet.