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When you can send messages

You can send messages when:
  • The conversation is active (not ended)
  • No workflow is running, or the workflow is in handoff or failed state
If a workflow is running, the input is disabled. Click Handoff to take control. See Automation and handoff.

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Message types

You can also reply to specific messages (quoted replies). Reactions from contacts are shown as emoji badges on the target message.

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Interactive messages

Send interactive WhatsApp messages via the + attachment menu:

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Quick replies

Saved message templates you insert into the composer with a / shortcut. Type / followed by the shortcut in the message input. The picker filters as you type — shortcut prefix matches rank first, then name prefix, then any substring. Select one and its body replaces the /shortcut token. Manage quick replies from Quick replies in the sidebar. Each one has:
  • Name — up to 120 characters
  • Shortcut — up to 40 characters, lowercase letters, numbers, hyphens, and underscores only
  • Body — up to 10,000 characters
  • Visibility — personal (only you) or shared (everyone in the project)
Shortcuts are unique per project.

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Variables

Bodies can include variables that resolve against the conversation’s contact when inserted. Type {{ in the body editor to pick one. If the contact has no display name, contact.first_name and contact.name fall back to the phone number. Any other variable is rejected when saving.

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AI prompts

Bodies can also include prompts that an AI fills in when the reply is inserted. Type {{ in the body editor and pick AI prompt, or write the syntax directly:
The prompt text is a JSON string — use \" for a literal quote. When you insert the reply, each prompt section shows a generating placeholder in the composer and is replaced with the generated text. Sending and voice recording are blocked while generation is running. What the AI can use:
  • The recent messages of the current conversation
  • Read-only inbox lookups (listing conversations, reading conversation messages)
  • Public web search, for current or public facts only — never for customer-specific data such as orders, refunds, or account details
Generated text is written to fit the surrounding sentence: it matches the capitalization, spacing, and punctuation around the slot, and the text outside the slot is never changed. If essential context is missing, the AI returns a short clarification request instead of inventing a value. Limits:
  • Up to 10 prompts per reply
  • Up to 2,000 characters per prompt
  • Prompt text cannot be empty
  • Malformed prompt syntax is rejected when saving
Resolution consumes AI credits from the project. In the embedded inbox, resolution is limited to 10 requests per minute per inbox token.

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Permissions

Duplicating creates a personal copy owned by you, named <name> copy with a -copy shortcut suffix. Archiving hides a reply from the picker without deleting it. Use the Archived filter on the management page to restore it. In the embedded inbox, the / picker works but quick replies cannot be managed.

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Starting a new conversation

Click the compose button in the conversation list header to start a new conversation:
  1. Select a WhatsApp number (production numbers only)
  2. Enter the recipient’s phone number with country code
  3. Pick an approved template
  4. Fill in template parameters
  5. Send

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Delivery errors

Failed messages show a red warning icon with the error from WhatsApp. Common causes:
  • 24-hour customer service window expired
  • Template not approved
  • Invalid phone number

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Assignments

Assign conversations to team members from the Info tab in the detail sidebar.
  • One active assignment per conversation
  • Creating a new assignment automatically deactivates the previous one
  • Not available in the embedded inbox

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Contact info

The Info tab in the detail sidebar shows:
  • Display name — Editable inline
  • Phone number
  • Metadata — Read-only, set via API or workflows
  • Notes — Add and edit notes on a contact (session auth only, not available in embedded inbox)

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Conversation history

The Info tab shows previous conversations with the same phone number: date range, message count, and a link to view the full thread.