You can send messages to any contact in your address book that has a phone number. If a recipient does not have the Mobile Capture app or WebChat, the message is delivered as an SMS message.
You can send a message to one recipient or to multiple recipients. To send a message to multiple recipients, create a group. For more information, see Creating New WebChat Groups.
Messages in Threads
WebChat threads match the Mobile Capture app:
Outgoing WhatsApp messages appear in green.
Outgoing SMS and IP messages appear in blue.
The first message in a series from one participant uses a different bubble style from the messages that follow.
Sending a Message to New User
To send a message:
Next to the search box, click Compose Message.
Click New Message or New WhatsApp.
From the list of contacts, click the contact that you want to message.
Enter the message in the box, and then select the Send icon.
Starting a WhatsApp Chat
A WhatsApp chat requires an active session. If a WhatsApp chat has no active session, the thread displays a Start Session button in place of the message box.
To start a WhatsApp chat:
Open the WhatsApp chat.
Select Start Session.
WebChat sends the preconfigured template message to the contact, and the template message appears in the thread as an outgoing message. The button changes to Pending.
Wait for the contact to reply. After the contact replies, the session starts, and the message box, the Attachment button, and the Emoji button appear.
Note
If another user already handles the session with the contact, WebChat does not send the template message, and the button changes to Handled by another user. Template and session actions in WebChat are synchronized with the Mobile Capture app.
To move an active WhatsApp chat to another user or group, see Transferring a WhatsApp Chat.
Sending a Message to an Existing User
Use this option to continue a conversation with a contact.
To send a message to an existing user:
Open an existing chat. The messages appear in thread view.
Type the message.
Select the Send icon.
Sending a Message as a Sub User
If you are a sub user, you can send messages on behalf of the main user. To send a message as a sub user:
Sign in to WebChat as a sub user.
Open a new chat or an existing chat.
Type the message.
Select the Send icon.
When you send a message as a sub user, the message displays the username of the sub user.
The username of the sub user appears in the message only for the main user and the sub user. The main user can use the username to identify the messages that the sub user sent. The recipient always sees the messages as sent by the main user.
When the messages are archived, the archived message indicates whether the main user or the sub user sent the message.