Before starting, connect a channel and make sure your role allows you to view its conversations and send messages. For a first test, use a phone or website visitor session that you control.
Open the conversation
- Go to Inboxes and open the relevant inbox.
- Select the customer in the conversation list. Use search or the available filters if the list is long.
- Read the latest messages and check the contact details before replying.
- 1Choose a customer conversation.
- 2Write the reply in the composer.
- 3Update the conversation status.
Send the right reply
Write your reply in the message composer. Check the recipient and any attachment, then send once. If Botat asks you to use a WhatsApp template, select an approved template and fill its required values. See message templates.
An internal note is for your team. Check the composer’s mode before typing: switching to a note does not send a customer reply, and a normal reply is not private.
Assign and finish
Use the conversation’s assignment controls to choose an agent or team. Add a useful label or adjust priority when needed. Leave a short internal note if another teammate needs context.
When the request is handled, set the conversation to Closed. Use the status filters to find it again. Resolving a conversation is an organizational action; it does not confirm that the customer read your message.
Check the result
Open the test customer’s device and confirm that the reply arrived. If it did not, check the message status and follow the delivery checklist before sending again.