4. Send and receive WhatsApp messages

You can manage WhatsApp conversations from the workspace Inbox once an admin has connected the workspace's number.

Incoming messages use the WhatsApp identity to find the contact and an active conversation. If the agent is configured to respond to inbound WhatsApp messages, the response will be sent to the customer, and shown in the chat panel.

For responses sent by a member of the team, check the thread's handling state before replying so you know whether the agent or your team is responsible.

Replies and new conversations

1. Open the incoming thread and check its handling state.
2. Use Reply for an available free-form response.
3. If the composer requires a template, select the offered template action.
4. Complete and preview the template fields before sending.
5. Check the resulting message status for a failure.

Reply window

Converso tracks a 24-hour reply window from the provider's receipt time of the customer message. This is separate from Converso's AI credit window. A staff template does not by itself create an unrestricted free-form conversation. Use the composer's current state as your sending guide.

Sending checks

Converso checks business approval, contact blocking and opt-out state, channel health, template availability and sending limits. Paid plan template-recipient ceilings are 500 for Pro and 2,000 for Business in a rolling 24-hour window, further constrained by the provider limit known to Converso. Duplicate template sends to the same contact can also be restricted.

Failed messages

Check the message status after sending. A message appearing in the thread does not guarantee delivery. Failed messages are not automatically resent; inspect the error and correct its cause before taking further action.

Website entry point

Enable WhatsApp click-to-chat in Settings → Widget to offer the available WhatsApp route. Test that it opens the intended number. A click-to-chat entry point is separate from installing the webchat widget and from verifying the visitor's website identity.

Related guides: Templates, Blocking, Widget settings.