Managing Messages

Important

• This topic explains outgoing and incoming messages for WhatsApp Business only. For instructions on sending and receiving messages on the Capture Mobile app, see Managing Messages.

• For more information about the differences between WhatsApp Business and Capture Mobile communications in the app, see Understanding the Capture Mobile App.

When you open the app, the Chats screen appears. The screen is empty on first launch, with an icon to start a conversation.

As conversations begin, the Chats screen displays a list of recipients with active chats, with the most recent conversation shown at the top.

Outgoing Messages

You must initiate customer conversations only through the Meta-approved templates. Each WhatsApp Business Account (WABA) includes a pool of pre-approved templates. The same template is used by all users within a WABA to initiate conversations.

If a template is blocked by Meta for any reason, the system automatically selects the next available approved template from the pool to ensure continuity of communication.

To start a conversation:

1. Open the app and tap the (Compose Message) icon.

   The New WhatsApp screen is displayed.

   

2. To message someone from your contacts list:

   1. Tap within the To box to search your list.

   2. Select the contact.

   Alternatively, you can also select a contact from the Contact list.

   A new chat window with the selected user appears.

   

3. Tap Start Chat to initiate a conversation by sending a Meta-approved template.

   The Start Chat button changes to Pending while the template is being sent.

   

   Once the template is sent, the message is displayed in the chat screen with the customer.

   

   The Pending status remains, and the conversation session does not start until the customer responds.

   Note

   You can send a template message to a customer once every two hours. This helps prevent accidental spamming and reduces the risk of messaging restrictions.

   The new chat is now displayed in the Chats screen.

   

4. The customer can reply to the template they received they received on WhatsApp Business in one of the following ways:

   • Click Continue in the template.

     

   • Send a text message as a reply.

     Note

     If a customer reacts to the template message, then the reaction is not considered as a reply.

     The conversation session is now initiated and remains active for 24 hours. The session is exclusive between you and the customer; no other users in your organization can initiate a conversation with that customer.

During this 24-hour window, you can send and receive messages. An incoming message from the customer resets the 24-hour session window.

For the customer, the WhatsApp Business app displays the name of the user they are communicating with.

Incoming Messages

A customer can initiate a conversation with you by sending a message. This initiates a conversation session with the customer. The session is active for 24 hours. During this 24-hour window, you can send and receive messages with the customer. An incoming message from the customer resets the 24-hour session window.

When a customer has interacted with multiple users from your organization, the system routes new messages to the most recent user.

Message Signature

You can add a Signature to your message. A signature is a personalized block of text that is appended to a message. Appending a signature to messages increases the character count of the message. A signature is not displayed in the message composer.

The Signature can be sent:

• Always: After each message.

• First outgoing message in a Thread: After the first message in each thread.

• Daily: Once a day

You can set the Signature message and its frequency from the Admin Portal or the Capture Mobile app.

• To set the Signature message from the Admin Portal, see Messenger App Settings.

• To set the Signature message from the Capture Mobile app, see Signature.

Note

• The Signature is sent as a separate message.

• The Signature is not sent after the template message.

Viewing Archived Messages

When WhatsApp Business messages are archived, the email address of the user is displayed in the archive.