Summary
Starting a new chat in Wati is easy - whether you're messaging an existing contact or reaching out to someone new. This guide walks you through each step, from opening the chat window to sending a pre-approved WhatsApp message using a template.
Note: Broadcasts are now Campaigns – same powerful features, updated name!
Instructions
Steps to start a new chat
Follow these steps to begin a new conversation in Wati:
Step 1: Log in to your Wati account.
Step 2: Go to the Team Inbox.
Step 3: Click the WhatsApp icon to open your WhatsApp channel.
Note: It is important to click on the WhatsApp icon to start a new WhatsApp chat. If you are on the All chats tab then you would not see the “+” button to start a new chat.
Step 4: Click the “+” button to start a new chat.
Step 5: Choose how you want to send the message:
Enter a contact number manually, or
Select an existing contact from your list.
If you enter a number that isn't already saved, Wati will automatically add it as a new contact after the message is sent.
Step 6: Click Next.
Step 7: Select a pre-approved template message from the list.
You can scroll through available templates, search for a specific one, or click + New Template to create a new template.
Step 8: Fill in any required variables within the template (e.g., name, order ID, etc.).
Step 9: Review the message to ensure all details are accurate and complete.
Step 10: Click Send.
Once the message is sent, the conversation will appear under Campaigns view, and you can continue engaging with the contact from there.
Frequently Asked Questions (FAQs)
General questions
1. What does starting a new chat in Wati allow me to do?
Starting a new chat lets you message an existing contact or reach out to a new contact using a pre-approved WhatsApp template message.
2. Where do I start a new chat in Wati?
You start a new chat from the Team Inbox by opening the WhatsApp channel and clicking the “+” button.
Starting a new chat
3. Why don’t I see the “+” button to start a new chat?
The “+” button is only visible after you click the WhatsApp icon. It will not appear if you are on the All chats tab.
4. Can I start a chat with a number that isn’t saved as a contact?
Yes. If you enter a number that is not saved, Wati will automatically add it as a new contact after the message is sent.
5. Do I need to use a template message to start a new chat?
Yes. Starting a new WhatsApp chat requires sending a pre-approved template message.
Templates and sending messages
6. How do I choose a template message?
You can scroll through the list of available templates, search for a specific one, or create a new template using the + New Template option.
7. What are template variables and why do I need to fill them?
Template variables are placeholders like name or order ID. They must be filled in before sending so the message is complete and accurate.
8. Can I review the message before sending it?
Yes. You can review the message and confirm all details before clicking Send.
After sending the message
9. Where does the conversation appear after sending the message?
Once sent, the conversation appears under the Campaigns view in the Team Inbox.
10. Can I continue chatting after sending the first message?
Yes. After the initial message is sent, you can continue engaging with the contact from the same conversation thread.