Collection

Team Inbox

29 articles

• Generate and share a HAR file for Wati troubleshootingIf the Wati Support team asks you to provide a HAR (HTTP Archive) file, this guide explains how to generate one in Google Chrome or Safari. A HAR file records the network activity between your browser and Wati, helping our Support team investigate issues that can't be diagnosed t…
• How Away Mode works in WatiAway Mode lets operators indicate that they are temporarily unavailable, such as when they are taking a break, without logging out or going offline. When an operator is set to Away, Wati skips them during automatic chat assignments such as Round Robin and other automatic assignme…
• How to add and use tags in Wati conversationsTags help you organize conversations in Wati by labeling them with topics, issues, or other internal categories. You can use tags to quickly find conversations, keep your team's categorization consistent, and analyze tagged conversations in Analytics. Keep in mind that tags are a…
• How to block and unblock contacts in WatiWati allows you to manage unwanted or irrelevant conversations using the Spam & Block feature. Blocking a contact helps keep your inbox organized by moving spam conversations into a separate filter and disabling notifications for those chats. This article explains how to block an…
• How to copy a conversation URL in WatiNeed to share a specific conversation with a teammate or quickly return to an important chat later? Wati allows you to copy a conversation URL directly from the Team Inbox. By sharing the conversation link, you can provide direct access to a specific chat without requiring others…
• How to create and manage teams in WatiTeams help you organize users and manage customer conversations more efficiently in Wati. By assigning users to teams, you can control which conversations each user can access and handle. This article explains what teams are, why they are useful, how to create a team, and how to…
• How to create and use quick replies in WatiQuick replies (aka canned replies) help you respond faster to common customer questions by using pre-written messages. Instead of typing the same response repeatedly, you can create reusable replies and send them with just a few clicks. Quick replies can also include contact vari…
• How to display agent names in WhatsApp conversationsWati allows you to display the name of the agent (operator) who responds to customer messages on WhatsApp. Showing agent names helps create a more personal customer experience by making it clear who the customer is communicating with. This article explains how the feature works,…
• How to download chat transcripts in WatiWati allows admins to download chat transcripts from the Team Inbox for record-keeping, compliance requirements, and internal reviews. Downloaded transcripts are saved as .txt files, making them easy to store, share, and access offline. This guide explains how to download a chat…
• How to enable typing indicator in WatiThe typing indicator lets your customer know when someone is actively responding to them on WhatsApp. This helps make conversations feel more real-time and improves the overall customer experience. In this guide, you’ll learn how to enable the typing indicator and understand when…
• How to hide or mask customer phone numbers in WatiPhone number masking allows admins to control whether specific operators can view customer phone numbers in Wati. This helps protect customer privacy while ensuring that only authorized team members have access to sensitive contact information. For example, support operators may…
• How to invite your team members to WatiIn this article, you'll learn how to easily invite new users to your Wati account. We'll cover the simple process of navigating to the user management section, adding a new user with their details and desired role, and completing the invitation process. By the end of this guide,…
• How to log out a user from active sessions in WatiAs an admin, you may occasionally need to sign a user out of their active Wati session. This can be useful when an employee no longer requires access to the account, changes responsibilities, or leaves the organization. This article explains how to log out a user from all active…
• How to mark contacts as favorites in WatiMarking contacts as favorites in Wati helps you quickly find and access your most important conversations. When a contact is marked as a favorite, a star icon appears next to their name, making them easy to identify in your chat list. You can also use filters to display only your…
• How to mark customer messages as unread in WatiThe Mark as Unread feature in Wati helps support teams keep track of customer messages that still need attention. This is especially useful when admins or team leads open chats for review without intending to respond. By marking a customer message as unread, the conversation rema…
• How to perform bulk actions on multiple conversationsBulk Chat Selection lets operators select multiple conversations in the Inbox and perform the same action on them at once. This is useful when you need to manage several conversations without opening and updating each conversation individually. Note: - Bulk Chat Selection is avai…
• How to restrict operators to view only their assigned conversationsWati’s Chat Visibility feature allows you to limit what each operator can see within a team. When this setting is enabled, operators will only be able to view the conversations assigned to them - helping maintain privacy across team members. This is especially useful for sales te…
• How to search or filter conversations in Team InboxWati provides filters to help you quickly find and organize conversations in your Team Inbox. You can filter conversations by chat status, unread messages, assigned operators, teams, tags, custom attributes, date range, reply status, and other criteria. This guide explains the av…
• How to start a new chat in WatiStarting 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 template message. Instructions Steps to start a new chat Follo…
• How to use audio transcription in Wati Team InboxWati’s Audio Transcription feature converts audio messages into text directly within the Team Inbox. This makes it easier for your team to read, search, and manage voice messages across WhatsApp, Instagram, and Facebook Messenger conversations. Once transcription is enabled, the…
• How to use private notes to collaborate with your teamPrivate Notes let operators add internal comments to a customer conversation without sending those comments to the customer. Use Private Notes to share context, ask teammates for help, or leave internal updates for other operators. Note: Private Notes are available on Pro, Busine…
• How to use round robin assignment for chats in WatiWati's chat assignment features help distribute incoming chats among team members so conversations are handled efficiently and workloads are balanced. You can use: - Round Robin to assign chats sequentially to eligible team members. - Load-Based Routing to assign chats to the eli…
• How to use the multi-channel Team Inbox in WatiThe multi-channel Team Inbox in Wati allows you to manage customer conversations from WhatsApp and Instagram in a single workspace. Instead of switching between platforms, you can view, organize, and respond to conversations from both channels in one place. Wati also supports lin…
• How to view, search, and delete users in WatiManaging user access is an important part of keeping your Wati account organized and secure. This guide explains how to view users, search for specific users, and remove individual or multiple users from your account. Instructions View users To view users in your Wati account: -…
• Supported media types and sizes in WatiThis article outlines the supported media types and size limits for various sections of Wati, including Chatbots, Templates, Reply Material, and the Team Inbox. Understanding these specifications ensures that your media content is correctly formatted and displayed without issues.…
• Understanding chat statuses in Team InboxWati'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: Broadc…
• Understanding different roles and permissions in WatiThis article explains the different roles and permissions available in Wati, a customer communication platform. You learn about the various roles, their corresponding permissions, and how to manage access to different features and screens. Whether you're an administrator, campaig…
• Understanding operators, teams and chat assignment in WatiWati provides several ways to organize your team and manage customer conversations. By using operator roles, teams, automation rules, and chat visibility settings, you can control who can access conversations, how chats are assigned, and how customer inquiries are routed to the r…
• Why can't I log in to Wati, or why is Wati loading slowly?Wati runs in your browser, which means your browser's stored data sits between you and the platform on every login and every page load. This guide covers the most common browser-side causes of login failures and slow loading — stale cookies holding an expired session, outdated ca…