How To Import WhatsApp Chats
How To Add WhatsApp Number On Facebook or Instagram Page
How should I choose a phone number for WhatsApp?
PRO plan: Support export chat
Backup WhatsApp Chats
How to migrate a phone number from one BSP to another?
Steps to use phone number that has been registered with Whatsapp Business before
How do I scan the QR Code on WATI Trial?
Can you call the WhatsApp number, that's already registered to use WhatsApp Business API?
How can I create a QR Code for my WhatsApp Number?
Can I get Green Tick Verification on my Personal Number?
How To Link WhatsApp Number To Facebook Page
What are the limitations of using WhatsApp Business APIs?
What kind of business will be rejected by WhatsApp?
Approve Messaging On-Behalf-Of your brand
How do I get Green Tick Verification for my business?
How long does it take to get approved for WhatsApp Business APIs?
What is the process to get approval for WhatsApp Business APIs?
Creating click to chat link
Everything you need to know about your WhatsApp Manager
How can I change my display name
How to access WhatsApp Manager?
How to change your phone number
Facebook Business Manager ID
Embedded Sign Up
Facebook Business Verification
Why is Facebook Business Verification required?
What if the 'Start Verification' button is greyed?
How to check whether your business is verified?
What are the steps to get Facebook Business Verification?
What documents are required for Facebook Business Verification?
How can I contact Facebook Team for Business Verification Issues?
Troubleshoot common errors in WATI
Our Roadmap - See What's Planned
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
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
Types of Messages
What are template formatting rules?
How to get Opt-in for WhatsApp Messaging?
What is the difference between template message and session message?
What is the max numbers of template message submission?
What is a template message?
Could I attach a PDF or image into a template message?
How to use interactive messages?
Conversation Based Pricing
WATI CRM & APIs
What is the pricing for WATI CRMs & APIs?
What are the costs for sending messages?
How much is the setup cost for WATI CRM & APIs?
WhatsApp API Gateway
What are the costs of sending Business Initiated and User Initiated Conversations?
What are difference between BASIC plan and PRO plan
APIs & Integrations
Where can I find the documentation for WhatsApp Business APIs?
Key Differences Between WATI CRM and WATI WhatsApp API Gateway
Does WATI support Dialogflow Integration?
How can I send WhatsApp Message from Zoho CRM?
What if I need access to more APIs?
Where can I find WATI API Documentation?
Can I send OTP on WhatsApp?
How can I add webhooks using WATI or WhatsApp API Gateway?
Add-on: Google Spreadsheet Sender
What are fix variables for Shopify integration?
WhatsApp Shop Plugin
Zoho CRM Integration
WhatsApp Chat Button Integration
Shopify Integration for TRIAL user
What are fix variables for Woocomerce integration?
Team Inbox on WATI
WATI Account running Slow
How to change the topic name on chat?
Copy Conversation URL
What happens if someone you blocked messages you again?
How to use quick replies/canned replies?
What features does WATI Team Inbox offer?
How to start a new Chat?
How to add contact to Favorite?
How to add custom parameters?
How to download chats from WATI?
How to search and filter chats?
Automation - Building a chatbot
What features are available in advance flow builder
Advance flow builder: Update Attribute
Advance flow builder: Template
How to use Conditions for Flowbuilder
What and how to access Flow Builder?
Advance flow builder: Setup Assign Agent / Assign Team
How to use Questions for Flowbuilder
Advance flow builder: Setup Subscribe or Unsubscribe
Advance flow builder: Webhook
How to build a flow
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
How to collect data using Google Spreadsheets
How to update data using Google Spreadsheets
Broadcast Messaging & Templates
How do I edit, delete or cancel a scheduled broadcast?
What is a Broadcast History?
What is a broadcast?
How do I add a new Broadcast?
Tips to send personalized media content broadcast to each number
How to send message to someone who is not in the Contact List?
Is there a limit of broadcast messages?
How can I search and filter Broadcasts?
Where can I see Broadcast Statistics & SMS Fallback?
How to submit template messages on WhatsApp Manager for WhatsApp API Gateway
What are the supported languages for template update?
How to avoid template message rejection?
What are the category values of Template Message?
Template Message Guidelines
How to export and import template messages from one environment to a new environment?
How to add buttons with template messages?
How do I create a Template Message?
Are non-transactional messages allowed with WhatsApp Business APIs?
What are actions in Template Messages Page?
How to setup auto recharge for broadcast credit?
How do I check and add credit to send broadcast template message
Personalization & Account Management
How to view, search and delete operator?
How to force logout a specific user from all active sessions?
Detail Access Menu of each Roles
How do I add more agents to my account?
How to add team and assign operator to team?
Account & Billing
How do I unsubscribe from WATI?
How can I download the past invoices?
What are the working hours for WATI Support Team?
How can I manage the billing and payment methods?
Personalize your account
Dashboard and Reports
Terms, Privacy & Security
Updated by Nhi Luong
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)
This chart showing Total messages during the selected time, categorized by Sent, Received, Failed.
In area 1, users can select to filter messages by Customer Support Messages, Template Messages, or All (default)
In area 2, users can click the menu to allow user download 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. Also,
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 tickets categorized by topic.
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.