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Wapi documentation

## Chat Inbox Overview

#### Welcome to WAPI!

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#### 1. Overview

WA Chat is the heart of the Wapi platform. It serves as a shared inbox where your entire team can communicate with WhatsApp Business Account (WABA) contacts in real-time.

WABA Connection Required: To use the WA Chat module, you must first connect your WhatsApp Business Account. Click here for the WABA Connection Guide.

- Real-time Messaging: Instant communication with your customers.
- Prerequisite: Works only after your WABA is successfully connected.
- Multi-Agent System: Multiple agents can manage conversations simultaneously.

#### 2. Chat Interface Layout

The interface is strategically designed into three panels for maximum efficiency.

Left Sidebar (Chats List)

- List of all active conversations.
- Contact name or phone number.
- Last message preview & status.
- Dynamic Tags (e.g., Interested, Lead).
- Search and filter functionality.

Center Panel (Conversation)

- Full chat conversation thread.
- Sent and received message history.
- Precise message timestamps.
- Meta Template message picker.
- 24-hour session status indicator.

Right Sidebar (Contact Info)

- Detailed Contact Metadata.
- Advanced Tags management.
- Add internal collaboration notes.
- Assign chat to specific agents.
- Centralized Media & Files gallery.

#### 3. Key Features

Unlock the full potential of your WhatsApp communication with these essential inbox features.

###### A. Send & Receive Messages

Chat with WABA contacts in real-time using standard text or rich media messages.

###### B. Template Messaging

Use pre-approved Meta templates to initiate new chats or re-open conversations after the 24-hour window.

###### C. 24-Hour Messaging Window

- Opens automatically on user reply
- Allows unlimited free-form messaging
- Locks after 24 hours of inactivity

###### D. Re-open Conversation

To restart a locked chat, send a template message. Once the user replies, the window re-opens.

###### E. Assign Chats to Agents

Distribute the workload by assigning specific chats to your team members for better accountability.

###### F. Contact Tagging

Categorize users with custom tags (e.g., Interested, Lead, VIP) for advanced segmentation.

###### G. Internal Notes

Add private internal notes to track lead history or specific client requirements directly within the chat.

###### H. Media & Gallery

Quickly access all images, videos, and documents shared within the conversation in a centralized gallery.

#### 4. AI Suggestions & Transformation

Enhance your customer communication with powerful AI-driven features for instant reply suggestions and message transformations.

###### A. AI Suggestion

Suggest text messages based on previous chat context. AI will suggest a reply based on the tone you have selected (e.g., Professional, Friendly, Casual).

###### B. Transform Text Message

Transform your draft messages based on selected criteria such as Summarize, Improve, Translate, Casualize, or Formalize.

Setup AI Suggestion: To use this feature, you must first set up an API key for your preferred AI model. Go to AI Settings → Choose AI Model → Set API Key → Save. Click here for more details in AI Config.

#### 5. Chat Workflow (Step-by-Step)

Follow this standard operating procedure to manage your customer conversations effectively.

01

###### Connect & Navigate

Ensure WABA is linked and open the WA Chat module from the dashboard.

02

###### Select & Initialize

Select a contact. If the chat is new or locked, send a Meta Template to start.

03

###### Active Communication

On user reply, the 24-hour window starts for unlimited free-form messaging.

04

###### Organize & Assign

Assign chats to agents, add notes, and apply tags for better lead management.

#### 6. Important Rules (WhatsApp Policy)

- No Free Messages: Unlimited chatting works only within the 24-hour window.
- Template Required: Use pre-approved templates to initiate or restart conversations.
- Meta Approval: All templates must be pre-approved by Meta before appearing in Wapi.

#### 7. Best Practices

###### Response Speed

Respond within 2 hours of a user's message to maintain conversion momentum.

###### Segment with Tags

Consistently tag contacts (e.g., Lead, VIP) to filter high-value conversations.

###### Ownership

Assign ownership to specific agents to ensure accountability and faster resolution.

###### Template Library

Prepare templates for common follow-up scenarios to restart chats instantly.