Summary

Once you connect your Facebook Messenger account to Wati, you can easily manage your Messenger conversations from the WATI’s Team Inbox.

Instructions

Open the Team Inbox:
- Select Team Inbox from the top navigation menu.
Access the Messenger Tab:
- You will see three tabs on the left: WhatsApp, Instagram, and Messenger. Click on the Messenger tab.
Find Your Chats:
- If you sent a test message to your Messenger account after connecting it to Wati, you will find that chat here.
- All other Messenger messages received will also appear in this tab.

Follow these steps to respond to a direct message (DM) received on Messenger:

Select the Chat:
- Click on the Messenger chat in the Team Inbox that you want to respond to.
Send Your Reply:
- Type your reply and click Send. Messages sent from Wati’s Team Inbox will appear as private, direct messages to your customers, identical to replies sent directly from the Messenger app.

Message Synchronization:
- Replies sent from Wati will be visible in the Messenger app and vice versa.
- This ensures consistent and up-to-date conversations across both platforms.
Delivery and Read Indicators:
- Messages sent from WATI will show a double blue tick when they are delivered and read.

When you receive a Messenger message, you can view basic details about the sender's account, including:

Messenger doesn't have strict expiration rules for chats, but Wati follows these guidelines:

Chats Managed by Bots:
- If the chat is handled by a bot and automated replies are used, it will expire 24 hours after the last message you received from the customer.
- Once it expires, you won’t be able to respond to the customer from Wati anymore.
Chats Managed by Human Operators:
- If a human operator replies, Messenger allows a reply window of 7 days from the last received message from the customer. This policy ensures that chats remain actionable within their designated timeframes.

Just like with WhatsApp and Instagram, Messenger chats also come with different statuses on Wati. Here’s a quick look at them:

Status	Description
Open	Open chats enable free 2-way communication between your business and customers. When a customer starts a conversation, it becomes an Open chat.
Pending	Set the chat status to Pending when awaiting a customer’s reply. This helps distinguish between Open chats needing attention and those waiting for customer feedback.
Expired	Once a chat expires, Facebook Messenger prevents any further actions. It can only be reopened when the customer sends a new message.
Solved	Mark a chat as Solved when a customer query is resolved. This helps distinguish between Open chats needing attention and resolved ones that don’t require further action.

Solved but Not Expired: Users can reopen these chats if needed.
Solved and Expired: Instagram blocks further actions on expired chats, which can only be reopened when the customer sends a new message. Blocked users can block contacts by marking a chat as spam in Wati. These chats and contacts will show a "Blocked" status.

Here are a few commonly asked questions for your reference:

What is the purpose of connecting my Facebook Messenger account to WATI? → By connecting your Facebook Messenger account to WATI, you can manage and respond to Messenger conversations directly from WATI’s Team Inbox. This allows you to streamline communication with customers across different platforms in one place.
How do I access Messenger messages in WATI? → To access Messenger messages, open the Team Inbox from the top navigation menu. Then, click on the Messenger tab on the left side to view your conversations.
Will all my Messenger messages appear in the Team Inbox? → Yes, all new and past messages sent to your connected Messenger account will appear in the Messenger tab of the Team Inbox, including any test messages you send.

How do I reply to a direct message (DM) on Messenger? → To reply to a direct message, click on the specific chat in the Messenger tab. Type your response in the message field and click Send. Your reply will appear as a private message in Messenger, just like any message sent directly from the Messenger app.
Can I respond to a message from a customer even if it's old? → You can respond to messages based on the expiration guidelines. If a message is within the allowed timeframe (7 days for human replies, 24 hours for bot-managed chats), you can reply. After that, the message will be expired, and further replies cannot be sent from WATI.

Do messages sent from WATI appear in Messenger? → Yes, any message sent from WATI’s Team Inbox will appear in the Messenger app. This ensures synchronization, so your customers can see the messages as private direct replies.
How do I know if a message I sent was delivered or read? → When a message is sent from WATI, it will display a double blue tick once it has been delivered and read by the recipient, just like it would in Messenger.

What customer information can I view in Messenger? → You can view the customer’s username, name, and profile picture whenever you receive a message from them.

How long do I have to respond to a message before it expires? → If the message is managed by a bot, it will expire 24 hours after the last received message from the customer. If managed by a human, you have 7 days to reply before the message expires.
What happens when a message expires? → Once a message expires, you will no longer be able to respond through WATI. For chats that are expired, you can only take action when the customer sends a new message.

Open: Active chats that allow communication between your business and the customer.
Pending: Used when you are waiting for a customer's reply.
Expired: Once a chat expires, it cannot be responded to until the customer sends a new message.
Solved: Indicates the query has been resolved. There are two types of solved chats:
- Solved but not expired: You can reopen if necessary.
- Solved and expired: Further actions are blocked by Messenger until the customer initiates contact again.
Blocked: This status appears when a chat is marked as spam, blocking further communication.

Can I reopen an expired chat? → You can reopen an expired chat if the customer sends a new message. If the chat is marked as Solved but not expired, it can also be reopened manually.

How do I block a contact on Messenger? → To block a contact, you can mark their chat as spam in WATI. This will change the status of the chat to "Blocked," and you will no longer be able to interact with the contact unless they send a new message.