Wabot Docs

Category: Live Chat

Reply in Live Chat, then set a Default Reply.

  • Send a Quick Reply

    In this tutorial, you will send one saved Quick Reply from Live Chat.

    Time needed: 6 minutes

    Before you start

    Make sure:

    • You can open the conversation in Live Chat.
    • You already have at least one Quick Reply in Templates.

    If the library is empty, create one Quick Reply first, then come back here.

    1. Open the conversation

    On the left menu, click Live Chat.

    Click the thread.

    2. Type /quick

    Click the message box.

    Type /quick.

    In the slash menu, click Quick Replies.

    3. Pick a reply

    The Quick Reply Library opens.

    Click the reply you want to send.

    4. Send if needed

    If the text lands in the box, press Enter or click Send.

    A text-only Quick Reply may send at once.

    Make sure it worked

    The Quick Reply text appears in the thread.

    Your test phone receives the same message.

    If it didn’t work

    /quick shows nothing

    Type / only, then choose Quick Replies. Or type /quick with no extra letters.

    The library is empty

    Create a Quick Reply under Templates, then open Quick Reply Library again.

    Next

    Clear a finished thread in Archive a conversation.

  • Choose who receives the reply

    In this tutorial, you will limit the Default Reply to individual chats or to groups.

    Time needed: 8 minutes

    Before you start

    Make sure:

    1. Open Configure

    On the left menu, click Autoresponder.

    On the account card, click Configure.

    2. Set Sent to

    Find Sent to.

    Choose one:

    • Individual — 1-to-1 chats only
    • Group — group chats only
    • All — both

    For a shop inbox, Individual is usually enough.

    Click Save.

    3. Check the card

    Back on Autoresponder, the card Send To value should match what you saved.

    4. Test the other chat type

    If you chose Individual, send a test in a group that includes the connected number. That group should not get the Default Reply.

    If you chose Group, send a 1-to-1 test from the second phone. That chat should not get the Default Reply.

    Make sure it worked

    This tutorial worked when:

    • The card Send To shows Individual or Group.
    • A matching chat still receives the Default Reply.
    • The other chat type does not.

    If it didn’t work

    Send To still shows All

    Open Configure, set Sent to again, and click Save.

    Both chat types still get the reply

    You are still on All. Change it to Individual or Group, then Save.

    Groups never reply

    WhatsApp groups only work if the connected number is in that group, and Sent to is Group or All.

    Next

    Customers in the right chat type get the reply. Next, stop the reply from going to staff numbers.

    Exclude staff numbers →

  • Hantar Quick Reply

    Dalam tutorial ini, anda akan hantar satu Quick Reply tersimpan dari Live Chat.

    Masa diperlukan: 6 minit

    Sebelum mula

    Pastikan:

    • Anda boleh buka perbualan dalam Live Chat.
    • Anda sudah ada sekurang-kurangnya satu Quick Reply dalam Templates.

    Jika library kosong, cipta satu Quick Reply dahulu, kemudian kembali ke sini.

    1. Buka perbualan

    Pada menu kiri, klik Live Chat.

    Klik thread.

    2. Taip /quick

    Klik kotak mesej.

    Taip /quick.

    Dalam menu slash, klik Quick Replies.

    3. Pilih balasan

    Quick Reply Library terbuka.

    Klik balasan yang mahu dihantar.

    4. Hantar jika perlu

    Jika teks jatuh dalam kotak, tekan Enter atau klik Send.

    Quick Reply teks sahaja mungkin hantar terus.

    Pastikan ia berjaya

    Teks Quick Reply muncul dalam thread.

    Telefon ujian terima mesej yang sama.

    Kalau tak jadi

    /quick tak tunjuk apa-apa

    Taip / sahaja, kemudian pilih Quick Replies. Atau taip /quick tanpa huruf tambahan.

    Library kosong

    Cipta Quick Reply di bawah Templates, kemudian buka Quick Reply Library semula.

    Seterusnya

    Kosongkan thread yang sudah siap dalam Archive perbualan.

  • Pilih siapa terima balasan

    Dalam tutorial ini, anda akan menghadkan Default Reply kepada chat individu atau kepada kumpulan.

    Masa diperlukan: 8 minit

    Sebelum mula

    Pastikan:

    1. Buka Configure

    Pada menu sebelah kiri, klik Autoresponder.

    Pada kad akaun, klik Configure.

    2. Tetapkan Sent to

    Cari Sent to.

    Pilih satu:

    • Individual — chat 1-ke-1 sahaja
    • Group — chat kumpulan sahaja
    • All — kedua-duanya

    Untuk inbox kedai, Individual biasanya mencukupi.

    Klik Save.

    3. Semak kad

    Kembali ke Autoresponder. Nilai Send To pada kad patut sepadan dengan yang anda simpan.

    4. Uji jenis chat yang lain

    Jika anda pilih Individual, hantar ujian dalam kumpulan yang ada nombor yang disambungkan. Kumpulan itu tidak patut dapat Default Reply.

    Jika anda pilih Group, hantar ujian 1-ke-1 dari telefon kedua. Chat itu tidak patut dapat Default Reply.

    Pastikan ia berjaya

    Tutorial ini berjaya apabila:

    • Send To pada kad tunjuk Individual atau Group.
    • Chat yang sepadan masih terima Default Reply.
    • Jenis chat yang lain tidak.

    Kalau tak jadi

    Send To masih tunjuk All

    Buka Configure, tetapkan Sent to semula, dan klik Save.

    Kedua-dua jenis chat masih dapat balasan

    Anda masih pada All. Tukar kepada Individual atau Group, kemudian Save.

    Kumpulan tak pernah balas

    Kumpulan WhatsApp hanya jadi jika nombor yang disambungkan ada dalam kumpulan itu, dan Sent to ialah Group atau All.

    Seterusnya

    Pelanggan dalam jenis chat yang betul dapat balasan. Seterusnya, hentikan balasan kepada nombor staf.

    Kecualikan nombor staf →

  • Archive a conversation

    In this tutorial, you will archive one finished conversation.

    Time needed: 5 minutes

    Before you start

    Make sure:

    • The customer issue is done, or this is a test thread.
    • You can see the conversation in All or Unread.

    A new customer reply can bring the thread back to active work.

    1. Find the conversation

    On the left menu, click Live Chat.

    Click All or Unread.

    2. Open the conversation menu

    On that conversation in the list, open the menu.

    Click Archive.

    3. Check Archived

    At the top of the list, click Archived.

    Find the same thread.

    Make sure it worked

    The thread is not in Unread.

    It is in Archived.

    If it didn’t work

    I cannot see Archive

    Open the menu on the conversation in the list, not only the chat header.

    I archived the wrong thread

    Open Archived, open that conversation menu, click Unarchive.

    Next

    If an Official chat is locked, continue with Reply after the 24h window expires.

  • Exclude staff numbers

    In this tutorial, you will stop the Default Reply from sending to staff or your own extra phone.

    Time needed: 8 minutes

    Before you start

    Make sure:

    • The account Default Reply is Enabled.
    • You know the staff WhatsApp numbers to skip.

    1. Open Configure

    On the left menu, click Autoresponder.

    On the account card, click Configure.

    2. Add excluded numbers

    Find Excluded Phone Numbers.

    Enter each number with the country code, no +, and no spaces. Separate numbers with a comma.

    Right: 60123456789, 60198765432

    Wrong: +60 12-345 6789

    Click Save.

    3. Test from an excluded phone

    From one excluded number, send a WhatsApp to the connected account.

    That chat should not get the Default Reply.

    From a number that is not in the list, send another test. That chat should still get the reply.

    Make sure it worked

    This tutorial worked when:

    • The excluded numbers are still in the field after Save.
    • An excluded phone does not receive the Default Reply.
    • A normal customer number still does.

    If it didn’t work

    The excluded phone still got the reply

    • Check the format: country code, no +, no spaces.
    • Separate numbers with commas only.
    • Save again, then send a new test.

    Right: 60123456789

    Wrong: 012-345 6789

    You excluded the customer by mistake

    Remove that number from Excluded Phone Numbers and Save.

    Next

    Staff numbers are skipped. Next, stop the same person getting the greeting on every message.

    Pause and re-trigger the reply →

  • Archive perbualan

    Dalam tutorial ini, anda akan archive satu perbualan yang sudah siap.

    Masa diperlukan: 5 minit

    Sebelum mula

    Pastikan:

    • Isu pelanggan sudah siap, atau ini thread ujian.
    • Anda boleh nampak perbualan dalam All atau Unread.

    Balasan pelanggan baharu boleh bawa thread kembali ke kerja aktif.

    1. Cari perbualan

    Pada menu kiri, klik Live Chat.

    Klik All atau Unread.

    2. Buka menu perbualan

    Pada perbualan itu dalam senarai, buka menu.

    Klik Archive.

    3. Semak Archived

    Di bahagian atas senarai, klik Archived.

    Cari thread yang sama.

    Pastikan ia berjaya

    Thread tiada dalam Unread.

    Ia ada dalam Archived.

    Kalau tak jadi

    Saya tak nampak Archive

    Buka menu pada perbualan dalam senarai, bukan hanya header chat.

    Saya archive thread yang salah

    Buka Archived, buka menu perbualan itu, klik Unarchive.

    Seterusnya

    Jika chat Official terkunci, teruskan dengan Balas selepas tetingkap 24 jam tamat.

  • Kecualikan nombor staf

    Dalam tutorial ini, anda akan menghentikan Default Reply daripada dihantar kepada staf atau telefon tambahan anda.

    Masa diperlukan: 8 minit

    Sebelum mula

    Pastikan:

    • Default Reply akaun berstatus Enabled.
    • Anda tahu nombor WhatsApp staf yang mahu dilangkau.

    1. Buka Configure

    Pada menu sebelah kiri, klik Autoresponder.

    Pada kad akaun, klik Configure.

    2. Tambah nombor dikecualikan

    Cari Excluded Phone Numbers.

    Masukkan setiap nombor dengan kod negara, tanpa +, dan tanpa ruang. Pisahkan nombor dengan koma.

    Betul: 60123456789, 60198765432

    Salah: +60 12-345 6789

    Klik Save.

    3. Uji dari telefon yang dikecualikan

    Dari satu nombor yang dikecualikan, hantar WhatsApp ke akaun yang disambungkan.

    Chat itu tidak patut dapat Default Reply.

    Dari nombor yang tiada dalam senarai, hantar ujian lain. Chat itu patut masih dapat balasan.

    Pastikan ia berjaya

    Tutorial ini berjaya apabila:

    • Nombor dikecualikan masih ada dalam medan selepas Save.
    • Telefon yang dikecualikan tidak terima Default Reply.
    • Nombor pelanggan biasa masih terima.

    Kalau tak jadi

    Telefon dikecualikan masih dapat balasan

    • Semak format: kod negara, tanpa +, tanpa ruang.
    • Pisahkan nombor dengan koma sahaja.
    • Save semula, kemudian hantar ujian baharu.

    Betul: 60123456789

    Salah: 012-345 6789

    Anda kecualikan pelanggan tersilap

    Buang nombor itu dari Excluded Phone Numbers dan Save.

    Seterusnya

    Nombor staf dilangkau. Seterusnya, hentikan orang yang sama dapat salam pada setiap mesej.

    Jeda dan hantar semula balasan →

  • Reply after the 24h window expires

    In this tutorial, you will send a Pre-Approved Template when the Official 24-hour window is closed.

    Time needed: 10 minutes

    Before you start

    Make sure:

    • This conversation uses an Official API account.
    • The header shows Expired, or the composer shows WhatsApp 24h window expired.
    • You already have at least one approved template for this WhatsApp Business account.

    This step is for Official API only. Unofficial API does not lock the composer behind a 24-hour window.

    You cannot type a free reply while the window is expired. A template is the way back in.

    1. Open the expired conversation

    On the left menu, click Live Chat.

    Open a thread whose header shows Expired.

    2. Open Send Template

    In the composer, read WhatsApp 24h window expired.

    Click Send Template.

    3. Pick a Pre-Approved Template

    The Send Pre-Approved Template dialog opens.

    Click the template you want to send.

    If the template has variables, fill every field.

    4. Send the template

    Click Send Template.

    Make sure it worked

    The template message appears in the thread.

    Your test phone receives the approved template on WhatsApp.

    If the customer replies, the header no longer shows Expired.

    If it didn’t work

    I can still type a normal reply

    This account is not Official, or the customer wrote in the last 24 hours. Use Reply to a conversation instead.

    The template list is empty

    Approve a template in Meta first, then open Send Pre-Approved Template again.

    Send Template is blocked

    A variable is empty, or the account balance is not enough. Fill every field, then try again.

    Next

    Send a later follow-up in Schedule a message.

  • Pause and re-trigger the reply

    In this tutorial, you will set how many minutes Wabot waits before sending the Default Reply again to the same chat.

    Time needed: 8 minutes

    Before you start

    Make sure:

    • The account Default Reply is Enabled.
    • You can send two test messages from a second phone.

    1. Open Configure

    On the left menu, click Autoresponder.

    On the account card, click Configure.

    2. Set the pause

    Find Pause & Re-Trigger Only After (minutes).

    Pick a number of minutes. For a shop greeting, 60 or 1440 (one day) is common. 1 means it can send again after one minute.

    Click Save.

    3. Send two test messages

    From the second phone, send a first message. You should get the Default Reply.

    Send a second message straight away.

    You should not get the Default Reply again until the pause minutes have passed.

    Make sure it worked

    This tutorial worked when:

    • The first test message received the Default Reply.
    • The second message inside the pause window did not.
    • After the pause, a new message can receive it again.

    If it didn’t work

    Every message still gets the reply

    • Confirm you clicked Save.
    • Open Configure and check the minutes value is not 0 or 1 if you need a longer gap.
    • Wait the full number of minutes, then test again.

    The first message also got no reply

    The pause is not the problem. Go back to Turn on a Default Reply and confirm Status is Enable.

    Next

    One account is paced correctly. Next, copy the same Default Reply to every WhatsApp account.

    Apply the reply to all accounts →