Summary
Wati's Team Inbox uses different chat statuses to help businesses organize conversations, prioritize customer interactions, and comply with WhatsApp API rules. This article explains the meaning of each chat status, when it applies, and how to manage them effectively.
Note: Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
Chat statuses explained
1. Open
What it means:
Indicates an active, two-way conversation between your business and the customer.
When it happens:
A chat becomes Open when a customer replies to your message or starts a new conversation.
Key points:
Both parties can exchange messages freely.
If the customer does not respond within 24 hours, the chat automatically expires (WhatsApp rule).
2. Pending
What it means:
Used when you are waiting for a customer's response after addressing their query.
When it happens:
You manually set a chat to Pending to indicate that you are waiting for customer feedback.
Key points:
Helps track chats requiring follow-up.
Differentiates between active (Open) and waiting (Pending) conversations.
Expires after 24 hours of inactivity, just like Open chats.
3. Expired
What it means:
Indicates that a chat has been inactive for 24 hours.
When it happens:
If a customer does not respond within 24 hours of the last message, the chat automatically moves to Expired.
Key points:
WhatsApp considers these chats inactive.
You can only send approved template messages to the customer.
If the customer replies, the chat moves back to Open.
4. Solved
What it means:
Marks a chat as resolved when a customer's issue is addressed.
When it happens:
You manually set a chat to Solved after resolving the query.
Key points:
Helps distinguish unresolved (Open) chats from resolved (Solved) ones.
If the chat is Solved but not Expired, it can be reopened if the customer sends a follow-up message.
If the chat is both Solved and Expired, you can only send template messages.
5. Campaign
What it means:
Used for bulk messaging campaigns.
When it happens:
When you send template messages in bulk using Wati's Campaign feature.
Key points:
Used for promotions, updates, or announcements.
If a customer replies, the chat status changes to Open, allowing two-way communication.
6. Blocked
What it means:
Prevents further communication with a specific contact.
When it happens:
You manually set a chat to Blocked.
Key points:
Blocked contacts cannot send messages to your business unless unblocked.
Useful for managing spam or inappropriate interactions.
Frequently Asked Questions (FAQs)
General questions
1. What are chat statuses in Wati?
Chat statuses are labels used in the Team Inbox to organize conversations, track progress, and manage customer interactions in line with WhatsApp rules.
2. Why are chat statuses important?
They help teams prioritize responses, track unresolved conversations, and understand whether a chat is active, waiting, expired, or resolved.
Open and pending chats
3. What does an Open chat mean?
An Open chat indicates an active two-way conversation where both you and the customer can exchange messages freely.
4. When does a chat automatically expire?
If a customer does not respond within 24 hours of the last message, the chat automatically moves to the Expired status.
5. What is the purpose of the Pending status?
Pending is used when you are waiting for a customer’s response after replying, helping you track chats that require follow-up.
Expired and solved chats
6. What happens when a chat is marked as Expired?
Expired chats are considered inactive by WhatsApp, and you can only send approved template messages until the customer replies.
7. Can an Expired chat become Open again?
Yes. If the customer replies to an expired chat, it automatically changes back to Open.
8. What does the Solved status indicate?
Solved means the customer’s issue has been resolved and the conversation is considered complete.
9. Can a Solved chat be reopened?
Yes. If a customer sends a follow-up message before the chat expires, it can move back to Open.
Campaign and blocked chats
10. What is the Campaign chat status used for?
Campaign status is used for bulk messages sent through Wati’s Campaign feature, such as promotions or announcements.
11. What happens if a customer replies to a campaign message?
If the customer replies, the chat status changes to Open, allowing two-way communication.
12. What does the Blocked status do?
Blocked prevents further communication with a contact until they are unblocked, and is useful for handling spam or inappropriate messages.