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.
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. Broadcast
What it means:
Used for bulk messaging campaigns. When it happens:
When you send template messages in bulk using WATI's Broadcast 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
What do chat statuses mean in WATI?
Chat statuses indicate whether a chat is active, pending, expired, solved, part of a broadcast, or blocked.
Why are chat statuses important?
They help businesses stay organized, prioritize responses, and comply with WhatsApp API rules.
Can I customize chat statuses?
No, statuses are predefined, but you can manually change certain ones (e.g., Pending, Solved, Blocked).
Open, Pending, and Expired Chats
What does the "Open" status mean?
It means the chat is active, and both parties can exchange messages. It expires after 24 hours of inactivity.
How does a chat become "Pending"?
You manually set a chat to Pending after responding to a customer, signaling that you're waiting for their reply.
What happens when a chat expires?
After 24 hours of inactivity, the chat is marked Expired, and you can only send approved template messages until the customer replies.
Solved Chats
When should I mark a chat as "Solved"?
When the customer's issue has been resolved and no further action is needed.
Can a customer reopen a "Solved" chat?
Yes, if the chat is not Expired. If it is Expired, only template messages can be sent.
Broadcast and Blocked Chats
What does "Broadcast" mean in chat status?
It applies to bulk messaging campaigns. If a customer replies, the chat moves to Open.
How do I use Broadcast messages effectively?
Use them for promotions, updates, or important announcements with engaging content.
What happens when I block a contact?
The customer cannot send messages to your business. You can unblock them if needed.