Inbox & conversations
Handle messages, attachments, assignment and human handover without losing the customer context.
Read the latest conversation first, identify the next useful response, assign responsibility and leave a clear handover if another person must act.
Understand the conversation list
Read the list as a set of customer conversations rather than a total-message ledger.
Read a conversation before replying
Use the recent context to avoid repeating questions or contradicting a colleague.
Handle unread conversations
Use unread indicators to find work that may need attention.
Assign a conversation to a colleague
Give the next response a clear owner and useful context.
Take over a bot-handled conversation
Move a case to human handling when judgement or authority is required.
Return a conversation to automated handling
Resume automation only when the human-only issue is no longer outstanding.
Send a clear text reply
Answer the immediate question with a concise and accurate next step.
Preview an image attachment
Check the file and recipient before committing an image send.
Send a PDF or document
Share the intended document with enough context for the customer to understand it.
Open an incoming PDF safely
Inspect a customer document within the context of the request.
Listen to an incoming voice message
Turn a voice note into an accurate operational next step.
Write an attachment caption
Explain why a file is relevant without duplicating sensitive information.
Retry an interrupted attachment send
Check the message state before resubmitting a file after connectivity changes.
Use a human handover message
Explain the transfer and set an honest expectation for the next response.
Mute a distracting conversation
Reduce local attention interruptions while preserving the business context.
Block an abusive or unsuitable contact
Use the available blocking control deliberately and record the operational reason.
Distinguish mute from block and opt-out
Choose the action that matches notification needs, contact restrictions or recipient preference.
Find a conversation by customer details
Locate the correct thread without relying on a similar display name.
Handle an empty conversation preview
Investigate why a row has no visible message before assuming data is missing.
Use conversation notes responsibly
Record the operational context that helps colleagues without copying unnecessary personal data.
Handle messages outside staffed hours
Set an honest expectation and a clear route for the next attended response.
Understand sent and delivered indicators in a chat
Read message-level progress without overclaiming the recipient's reaction.
Prevent two operators replying at once
Coordinate shared work so customers receive a consistent response.
Escalate a sensitive conversation
Move a case to an appropriate person without requesting unnecessary sensitive information.
Close the loop after a customer response
Update the next action when the customer confirms, declines or asks something new.
Relevant public sources
- WhatsApp Business Messaging PolicyProvider policy
- Meta's official WhatsApp Business Platform API collectionProvider technical reference