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Set up your WATI account
Before you sign up to WATI
Migrate your phone number to WATI from another BSP
How To Import WhatsApp Chats
Backup WhatsApp Chats
Get your own WATI custom Sub-domain
Green Tick Verification for your business
How should I choose a phone number for WhatsApp?
What are the limitations of using WATI / WhatsApp APIs
Steps to use phone number that has been registered with Whatsapp Business before
Get started with WATI
Embedded Sign Up
Facebook Business Verification
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?
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?
More from us!
Our Roadmap - See What's Planned
How To Link WhatsApp Number To Facebook Page
How To Add WhatsApp Number To Facebook or Instagram Pages
WhatsApp Chat Button Integration
Creating click-to-chat link
How can I create a QR Code for my WhatsApp Number?
Commerce Policy Rejection (CPR)
PRO plan: Support export chat
What are difference between WATI Standard and Pro plan
Key Differences Between WATI CRM and WhatsApp API Gateway
What is the pricing for WATI CRMs & APIs?
Conversational Based Pricing
WATI and its Features
Team Inbox on WATI
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?
How to add custom parameters/attributes?
How to add a tag to chat?
How to add contact to Favorite?
How to start a new Chat?
What features does WATI Team Inbox offer?
Building your WATI chatbot
Assign chats to your agents in Round Robin style
How to test a flow?
Why is my flow not working?
Advanced Flow Builder: Invoke New Flow
How to create list message & message with reply button?
Advance Flow Builder: Time Delay
Export and Import of Flows
Flow Builder: What is a node and how many types of node?
How to collect data with Google Spreadsheets
Advance flow builder: Template
What features are available in advance flow builder
Advance flow builder: Webhook
Advance flow builder: Update Attribute
Advance flow builder: Setup Assign User / Assign Team
Advance flow builder: Setup Subscribe or Unsubscribe
How to use Conditions for Flowbuilder
How to use Questions for Flow builder
How to build a flow
What and how to access Flow Builder?
Broadcast on WATI
Broadcast Sequence Sheet Add-on
Messaging limit for Click-to-WhatsApp Ads (CTWA)
How to allow users to Opt-Out or Unsubscribe from Broadcasts?
Troubleshoot common errors in WATI
How can I search and filter Broadcasts?
Where can I see Broadcast Statistics?
What is a Broadcast History?
How do I edit or delete a scheduled broadcast?
How do I add a new 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
Template Messages on WATI
How to use Google Drive to host media files for templates
Troubleshoot template message rejection
How to trigger a flow 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 submit template messages on WhatsApp Manager?
How do I check and add credit to send broadcast template message
How to export and import template messages from one environment to a new environment?
How to add buttons with template messages?
How to avoid template message rejection?
Could I attach a PDF or image into a template message?
What are the supported languages for template update?
What is the max numbers of template message submission?
What are the category values of Template Message?
What are template formatting rules?
How do I create a Template Message?
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?
Manage your Contacts on WATI
How to delete contact attribute in bulk?
How to add an attribute in bulk to a list of contacts?
How do I search and sort contacts?
How do I remove contacts?
How can I edit a contact?
How to import contacts from Excel?
How to add attributes to a contact?
How to add a single contact?
Manage your Operators on WATI
How to force logout a specific user from all active sessions?
How to view, search and delete operator?
Detail Access Menu of each Roles
How to add team and assign operator to team?
How do I add more agents to my account?
Dashboard and Reporting on WATI
Payments on WATI
What should you do in case of payment failures?
How can I download the past invoices?
How can I manage the billing and payment methods?
How do I unsubscribe from WATI?
What are the working hours for WATI Support Team?
Personalize your account on WATI
How to change my timezone in WATI?
How to change language for WATI?
How to manage notifications and sound?
How can I update my WhatsApp Profile Picture & add business details?
How to collect customer order details from Catalog cart messages in a Google Sheet
How to use Sync button for Catalog feature
How to trigger a reply message once the “View sent cart” catalog message is sent from customer
What are sets & How to create sets in your catalog
How to use WATI Flow builder to send Catalog Messages
How to send Catalog messages via Keyword action
How to enable WhatsApp Catalog feature for your WATI number
WATI Mobile App (App Store / Google Play)
WATI App Updates (Release Notes)
Released in 2022
2022.09.1 - Released on Dec 2022
2022.07.2 - Released on Oct 2022
2022.07.1 - Released on Sept 2022
2022.06.2 - Released on Aug 2022
2022.06.1 - Released on July 2022
2022.05.2 - Released on June 2022
2022.05.1 - Released on 18th May 2022
2022.04.2 - Released on 22nd April 2022
2022.04.1 - Released on 6th April 2022
2022.03.1 - Released on Mar 2022
2022.01.2 - Released on Feb 2022
2022.01.1 - Released on Feb 2022
2022.03.2 - Released on 25th Mar 2022
Mobile App - Released 2022
Mobile version 3.2.0 - Released on 4th December 2022
Mobile version 3.1.1 - Released on 22nd June 2022
Mobile version 3.0.3 - Released on 22nd May 2022
Mobile version 3.0.0 - Released on 15th May 2022
Mobile version 2.9.0 - Released on 30th Apr 2022
Mobile version 2.8.0 - Released on 8th Apr 2022
Mobile version 2.7.1(hotfix) - Released 24th Mar 2022
Mobile version 2.7.0 - Released on 14th Mar 2022
Mobile version 2.6.0 - Released on 23rd Feb 2022
Mobile version 2.5.0 - Released on 15th Feb 2022
Mobile version 2.4.0 - Released on 29th Jan 2022
Mobile version 2.3.0 - Released on 20th Jan 2022
Mobile version 2.2.0 - Released on 7th Jan 2022
Released in 2021
2021.07.1 - Released on Jan 2022
2021.06.1 - Released on Nov 2021
2021.05.2 - Released on Sep 2021
2021.05.1 - Released on July 2021
2021.04.1 - Released on May 2021
2021.03.1 - Released on Apr 2021
2021.02.1 - Released on Mar 2021
2021.01.1 - Released on Feb 2021
Released in 2020
2021.07.1 - Released on Dec 2021
RBI e-Mandate Latest Guidelines
2020.12.1 - Released on Jan 2021
2020.11.1 - Released on Dec 2020
2020.10.1 - Released on Oct 2020
2020.09.1 - Released on Sept 2020
2020.08.1 - Released on Aug 2020
2020.07.1 - Released on July 2020
2020.06.1 - Released on May 2020
2020.05.1 - Released on May 2020
2020.04.1 - Released on Apr 2020
3.1.0 Released on Mar 2023
2.11.0 - Released on Jan 2023
2.12.0 - Released on Feb 2023
Terms, Privacy & Security
Integrations and API's
Integrations on WATI
How to trigger Whatsapp Shop using Templates
Why Whatsapp Message Sender is not working?
Why Google Sheet Automation is not working?
Add-on: Google Sheet Automation
Add-on: Google Spreadsheet WhatsApp Message Sender
WhatsApp Shop Plugin
Assign chats in WATI based on Lead owner in Zoho CRM
Convert first time visitors to Zoho Lead/Contact using Zoho Flows
Get Notifications for new messages on WATI on Zoho CRM
How to send template message using Zoho CRM Workflow?
How to get Contact Attributes from WATI into Zoho CRM Leads/Contacts?
Why is my ZOHO integration not working?
Zoho CRM Integration
WATI Embedded Team Inbox in Zoho
How to send template message using Zoho CRM Extension?
How to Add Product Images in Abandoned Cart Message
What does COD and Abandoned Cart in analytics represent?
Why are my Cash on Delivery Messages (COD) not sending in Shopify?
How to add/import Shopify Contacts into WATI
How to create a COD (Cash on Delivery) Template
How to set up Cash on Delivery (COD) in Shopify
How to use pre-defined variables in Shopify?
What are fixed variables for Shopify integration?
Shopify Integration for TRIAL user
Shopify Integrations for Paid WATI Users
How to use pre-defined variables in WooCommerce?
What are fixed variables for Woocomerce integration?
Create contact in HubSpot when new user messages your WhatsApp number
HubSpot WhatsApp Integration: Capture New WhatsApp Contacts To HubSpot For Free [Deprecated]
Make.com / Integromat
WhatsApp Templates for Leadsquared
WATI LeadSquared Integration
LeadSquared WhatsApp Integration: Capture All New WhatsApp Contacts To LeadSquared
WhatsApp and Razorpay Integration
Google Calendar Integration
APIs on WATI
Are your file attachment names appearing as null or untitled?
Where can I find the WATI API Endpoint URL and Bearer Token?
What if I need access to more APIs?
Where can I find WATI API Documentation?
How can I add webhooks using WATI or WhatsApp API Gateway?
Can I send OTP on WhatsApp?
Table of Contents
Updated by Helpdesk
The Dashboard Page contains the following charts to analyze real-time statistical information.
Users will need to select filter the time range to generate data in charts and reports of Dashboard. The filter can be the date from to, or in period (last 7 days, last 30 days)
After selecting the filter, from the overview user can see summary information at a glance, it includes:
- New ticket
- Open ticket
- Pending ticket
- Solved ticket
- Solved by bot ticket
- Solved by agent ticket
- Expired ticket
- Expired without agent reply ticket
Ticket Status Chart
This chart showing total tickets with detailed status in each day through date range.
There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow a user to download chart data (as SVG, PNG, or CSV)
Ticket Status Bar Chart
This chart shows total tickets in statistics by count of different statuses.
User can download this chart data (as SVG, PNG, or CSV).
This chart showing total conversations during the selected time, categorized by user-initiated, business-initiated and a sum of last two categories (total).
User-initiated conversations are those that are started by the end-client (ex: client writing to your WATI WhatsApp number).
Business-initiated conversations are those that are started by the business employees (WATI operators of different roles) and are started with template message.
User can download this chart data (as SVG, PNG, or CSV).
Messages Volume statistic
This chart shows the count of chat session messages, SMS, and broadcast messages. If users move the mouse to a specific point in the chart, it will show the detail of each category on a specific date.
There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow the user to download chart data (as SVG, PNG, or CSV)
This chart showing the total number of message rates categorized as Read, Delivery, Failed, SMS.
Users can select click the menu to download chart data (as SVG, PNG, or CSV).
Top operators by duration
This chart showing list of operators along with the time that he/she spent to solve the ticket.
Users can select click the menu to allow users to download chart data CSV.
- First Response Time: show a list of all operators except bot.
Please note that there are cases that customers asking pre-defined keywords and Bot picking the chat, then later agent pickup that chat, we should count the time from the user asking the first query until the time the agent pickup the chat.
- Average Resolution Time: It is the time taken by the agent to move a chat to solved status. But, if a solved chat is re-opened, the resolution time will be increased for that agent.
12:00 Chat Started
12:05 Chat was marked Solved
12:08 Chat was re-opened
12:12 Chat was again marked Solved
==> This value will be: 5 mins (first time) + 4 mins (second time) / 2 times = 4 mins 30s
In another case for Average Resolution Time, we will only check by the last assignee that the ticket is moved to Solved/Expired status. Eg:
12:00 agent A pick up the chat, checking more with the customer
12:10 agent A reassign to agent B
12:25: agent B close the chat
--->report display only Agent B: 15 mins.
Top operators by chats
This chart shows the list of operators along with the number of chats that they proceed with.
Users can click to filter results by ticket status: Solved, Pending, Open, Expired without reply.
Users can select click the menu to download chart data CSV.
Sent/received messages statistic
This chart showing statistics of Sent and Received messages during the specified date range. If the user moved the mouse to a point in the chart, it will show the detail of Sent/Received messages on a specific day.
There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow users to download chart data (as SVG, PNG, or CSV).
This chart shows the list of conversations categorized by tags they were assigned to in Team Inbox.
More conversations that has specific tags assigned to it, higher will be bar corresponding to that tag in chart.
Users can click the menu to download data as SVG, PNG, or CSV.
Chats duration and count
This chart showing 2 lines of information: Chat duration in minutes (blue) and Chat count (green) in the selected time range.
Similarly, if users move the mouse to a specific point in the chart, it will show detailed Chat duration in minutes and Chat count on a date.
Users can click the menu to download data as SVG, PNG, or CSV.