Get Started with WATI in 10 steps
Create your first chatbot in WATI
Connect your number in WATI
How to add contacts?
Overview
How to send a broadcast?
How to create a template message?
Introduction to Team Inbox
WhatsApp account profile set-up
How to add operators and create teams
Get started with WATI
Auto replies and OOO messages
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Book a demo with WATI
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How To Import WhatsApp Chats
Backup WhatsApp Chats
WhatsApp Chat Button Integration
How do I scan the QR Code on WATI Trial?
Creating click-to-chat link
Get your own WATI custom Sub-domain
What is the difference between Whatsapp Business and WATI?
WATI Pricing
WATI Subscription
How to get more Add-On Users?
Wati Pricing Update
What are Monthly Chatbot Sessions?
Wati Pricing Plans
RBI e-Mandate Latest Guidelines
Export Chats from Wati
Conversational Based Pricing
How to top-up WATI credits?
What is Conversation Based Pricing?
Estimating your conversation usage cost
Top-up WATI credits
Set up your WATI account
Embedded Sign Up
Display Name
Phone Number
Phone Number Disconnected
Phone Number Connection Status
How to change your phone number on WATI
Migrate your phone number to WATI from another BSP
How to add WhatsApp number to Facebook or Instagram pages
How can I create a QR Code for my WhatsApp Number?
How should I choose a phone number for WhatsApp?
Steps to use phone number that has been registered with Whatsapp Business before
Facebook Business Verification
Meta Business Verification not required to Increase your Messaging Limit
Why your business can't be verified?
How can I contact Facebook Team for Business Verification Issues?
What if the 'Start Verification' button is greyed?
What documents are required for Facebook Business Verification?
What are the steps to get Facebook Business Verification?
How to check whether your business is verified?
Where to find the Facebook Business Manager ID?
Why is Facebook Business Verification required?
Commerce Policy Rejection (CPR)
How to subscribe to account update web-hooks?
How to appeal to facebook if Business actually follows WhatsApp Commerce policies?
What kind of business will be rejected by WhatsApp?
WhatsApp Manager ID (WABA)
How to check WhatsApp Business Account (WABA) Status?
Everything you need to know about your WhatsApp Manager
How to access WhatsApp Manager?
Official Business Account
WATI and its Features
Team Inbox
Multi-channel Team Inbox
Phone number masking in Team Inbox
Different types of chat status in WATI
Supported media types & sizes on WATI
Copy Conversation URL
WATI Account running Slow
What happens if someone you blocked messages you again?
How to download chats from WATI?
How to search and filter chats?
How to use quick replies/canned replies?
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How to add a tag to chat?
How to add contact to Favorite?
How to start a new Chat?
Broadcast
Why is Meta/Wati restricting my messages?
How can I enable click tracking for my templates?
"Message Undeliverable" when sending template messages
How can I use coupon codes?
How can I send catalog messages?
How to easily broadcast to a subset of your Shopify customers on Wati?
Messaging limit for Click-to-WhatsApp Ads (CTWA)
How to allow users to Opt-Out or Unsubscribe from Broadcasts?
Troubleshoot common errors in WATI
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Where can I see Broadcast Statistics?
What is a Broadcast History?
How do I edit or delete a scheduled broadcast?
Is there a limit of broadcast messages?
How to send message to someone who is not in the Contact List?
Tips to send personalized media content broadcast to each number
Building your WATI chatbot
Automation
How to make a Backward Chatbot?
How does WATI Automation Feature work?
What is WATI Automation Feature?
Routing
Keyword Action
Chatbot
How to use Chatbot Timer?
How to use Fallback Message
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How to test a chatbot?
Why is my chatbot not working?
Advanced Chatbot Builder: Trigger Chatbot
How to create list message & message with reply button?
Advance Chatbot Builder: Time Delay
Export and Import of Chatbots
Chatbot Builder: What is a node and how many types of node?
How to collect data with Google sheets in Chatbots
Advance Chatbot Builder: Template
What features are available in advance chatbot builder
Advance chatbot builder: Webhook
Advance Chatbot builder: Update Attribute
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How to build a chatbot?
What and how to access Chatbot Builder?
Reply Material
Default Action
Template Messages
What are limited time offer templates?
How to create a carousel template
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How to trigger a chatbot with template?
How to add buttons to templates?
Template Message Guidelines
How to get Opt-in for WhatsApp Messaging?
How to use interactive messages?
Are non-transactional messages allowed with WhatsApp Business APIs?
How to create and submit template messages in WATI?
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Could I attach a PDF or image into a template message?
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Template Category Guidelines
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What is a template message?
What are actions in Template Messages Page?
What is the difference between template message and session message?
How do I increase the expiry time of chats?
Catalog
Mandatory fields & specifications required to be added to product items when creating catalog
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What are item variants in a catalog
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What are sets & How to create sets in your catalog
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How to send Catalog messages via Keyword action
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Analytics and Reporting
Operator Performance chart
Team Inbox scheduled report
Overview section
Introduction to Team Inbox Analytics
Manage your Contacts
How to delete contact attribute in bulk?
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Detail Access Menu of each Roles
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Personalize your account
How to change my timezone in WATI?
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How to manage notifications and sound?
Click To Whatsapp Ads
Are your CTWA ads giving you good conversions? Track this in Wati with 4 easy steps
Crash course in CTWA - all you need to know to get started!
CTWA Feature Highlights on WATI
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Learn more about Filters
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How to create an Attribute rule?
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How to trigger Whatsapp Shop using Templates
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Add-on: Google Sheet Automation
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Zoho
Create a contact in WATI when a new lead comes into ZOHO CRM
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Zoho CRM Integration
WATI Embedded Team Inbox in Zoho
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Shopify
How to include Discount coupon in Shopify Automated messages
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Enable Support for Your Shopify Stores Third Party Checkout Providers URL
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Hubspot
Create contact in HubSpot when new user messages your WhatsApp number
HubSpot WhatsApp Integration: Capture New WhatsApp Contacts To HubSpot For Free [Deprecated]
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- Operator Performance chart
Operator Performance chart
Updated by Anuja
Introduction
The operator performance chart provides a comprehensive overview of all the important operator metrics, per team inbox operator.
It is provided in an easy to compare tabular format which allows users to sort and search for the required operators.
Description
The Operator Performance chart consists of the following columns
- Operator: This column contains the name and email id of all the users who have the role "Operator" in Wati
- Current open tickets: This shows the number of tickets which have the status "Open" and are assigned to the given operator, at the time of viewing the chart
- Current Pending tickets: This shows the number of tickets which have the status "Pending" and are assigned to the given operator, at the time of viewing the chart
- Tickets assigned: This is the total number of tickets assigned to the given operator within the reporting time frame which is selected on the analytics page.
- For example, if the time range selected on the date picker is of last 7 days, then this column will show the total number of tickets which were assigned to the particular operator in the last 7 days
- Tickets solved: This is the total number of tickets which are solved by the given operator within the reporting time frame which is selected on the analytics page.
- For example, if the time range selected on the date picker is of last 7 days, then this column will show the total number of tickets which were assigned to a particular operator and marked as solved in the last 7 days
- Tickets expired: This is the total number of tickets which are solved by the given operator within the reporting time frame which is selected on the analytics page.
- For example, if the time range selected on the date picker is of last 7 days, then this column will show the total number of tickets which were assigned to a particular operator and got expired in the last 7 days. Expired tickets also means that these tickets were not resolved and got expired as per Whatsapp conversation rules (24 hrs. after the last incoming message)
- Missed chats: This is the total number of tickets which were assigned to an operator but got expired without any response from the operator (hence, missed chats).
- Avg. First Response Time (FRT): This represents the average of the first response time of an operator for the tickets in the reporting timeframe. The first response time is calculated as the time difference between the event that a ticket is assigned to an operator and the event when the operator send their first message on that ticket.
- Avg. Resolution Time (ART) : This represents the average of the resolution time of an operator for the tickets in the reporting timeframe. The resolution time is calculated as the time difference between the event that a ticket is assigned to an operator and the event when the ticket is marked as Solved. While calculating ART, we exclude the time duration when the ticket was in Pending status. Since tickets are ideally put in Pending status to indicate that an answer is pending from the end user, we exclude this time duration from the ART value for the Operator.
- Operator availability: Under Operator availability, we show the total time duration for which the operator was online on Wati, within the reporting timeframe selected. This includes all the session user had on the website as well as the Wati mobile app.
Eligibility
Dashboard viewers for all our plans can view and use the Operator Performance report. However, only Pro and Business plan users can view the additional columns of "Tickets assigned", "Tickets expired" and "Operator availability" whereas all other plan users can view the remaining 7 columns.
Other features
Data export
Users of this chart have the option to download this chart data in csv format. The data downloaded will be the same which is visible on the UI, filtered for the reporting timeframe selected at the top of the dashboard.
The export contains details of the reporting timeframe, the date and time it was exported and the timezone of the user who downloaded the csv
Refresh data
Since the data about current open tickets and current pending tickets is near real time, we have provided the option to users to refresh the data in the table manually if they have been on the analytics page for a very long time.
This option shows the date and time of the last time the data was refreshed and enables users to refresh the data manually in 5 min. intervals
Search operators
Dashboard users can choose to view data for all or certain operators only, using the search filter which is a drop-down select option showing all operator names.
Sort table data
By default, the Operator Performance table is sorted by the number of Current Open tickets, in descending order. The sorting can be applied on any of the other columns as well depending on how the dashboard viewer prefered to view the data