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The phone app is built for replying to customers. It has four tabs along the bottom: Chats, Tasks, Insights and Settings. You see the same conversations as on the web. A rep sees their own chats and unassigned ones. Managers, admins and owners see every chat, and each row says who has it.

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Chats

Your inbox. The number on the tab is how many chats have something unread.
  • Search by typing in the field at the top.
  • Filter with the filter button: Unread, Assigned to me, Unassigned, Overdue, Awaiting payment, Website chats and Archived. You can also narrow by one tag and one WhatsApp number.
  • Swipe a chat left to mark it Unread or to Archive it. In the archived list, swipe to Unarchive.
  • Tap New chat to write to a customer first.
Words you typed but did not send show on the chat’s row as a draft.

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A conversation

Tap a chat to open it. Type at the bottom and send, as you would in WhatsApp. The actions button beside the message box opens the tools: You can also:
  • Tap the microphone to record a voice note, in WhatsApp chats.
  • Reply to a particular message, or react to one.
  • Tap a message that did not send to try again.
  • Search within the chat, and load earlier messages.
  • Tap the customer’s name at the top of the chat for their tags, the team’s notes, shared photos, links and documents, and their marketing opt-out.
  • Open the chat’s menu to mark it unread or archive it. A rep can pick up an unassigned chat or release their own. Managers, admins and owners can assign a chat to anyone.
When you cannot type, the message box says why. After 24 hours without a message from the customer, only a template can be sent. If your workspace has typed replies switched off, you can still send voice notes, templates and anything from the tools. See How WhatsApp messaging works. A website chat carries text and photos only, so it has a shorter list of tools.

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New chat

Use this to write to a customer who has not written to you.
1

Find the person

Tap New chat on the Chats tab and search for them. The search covers people you already have chats with and customers from your connected shop. If they have a chat already, it opens.
2

Or enter a new number

Tap New number, enter the phone number and a name, and choose which of your WhatsApp numbers to send from.
3

Send a template

The chat opens with the template picker. WhatsApp only allows an approved template as the first message.

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Tasks

The chats waiting on a reply, payment links to chase, and follow-ups you have set for later under Upcoming. Overdue ones come first. A rep’s list is split into chats waiting on them and unassigned chats free to pick up. Managers, admins and owners see everything by day, with the assignee on each row. Swipe a task left to mark it done. It comes back if something new happens on that chat. Clearing a task on an unassigned chat clears it for the whole team, so the app asks first. A dot on the tab means a chat has waited a day or more for a reply.

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Insights

Headline figures, charts for Sales through chat and Messages sent, and written Highlights. It shows the last seven days. Tap Choose dates to pick other days.
Managers, admins and owners only. Reps do not have this tab. If your plan does not include analytics, the tab says so in place of the figures.

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Settings

Your card at the top opens Profile: your name, email, role and workspace. These are read-only in the app. The foot of the screen shows the email you are signed in with and the app version.

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What you do on the web

The phone app is for conversations. Use the web app to:
  • Connect or manage WhatsApp numbers.
  • Write templates and forms and submit them to Meta.
  • Manage contacts, and send broadcasts.
  • Build workflows.
  • Set up website chat and integrations.
  • Invite people, change roles and manage teams.
  • Change your name, turn on two-factor authentication, or add saved places.
  • Choose or change a plan. Nothing is sold in the app.
  • See the full analytics pages and the audit log.