Click a number to change how it looks, who handles its chats, its business hours and the out-of-hours reply.
A number listed here gets these settings automatically when its first message arrives (use this on switch-over day).
When a customer is waiting for a reply, the chat's owner is reminded and then the managers of the owner's branch are alerted (by intranet popup and the app). Only business hours count. A chat nobody is assigned to goes to the managers at the first time. Bot chats and snoozed chats are left alone.
WhatsApp only lets us message a customer first, or more than 24 hours after they last wrote, with a template Meta has approved. One set of templates is kept on every WhatsApp number (Meta reviews each business separately, so each shows its own status). Blanks like {{1}} are filled in when you send.
New template
Chats the bot (Helly) handles on its own stay out of the inbox. They are listed under 🤖 Transcripts for admins and the people ticked here, who can read them and take over a chat.
Clear chats (testing only)
Deletes every chat of that kind for everyone. Numbers, users and settings stay. A database backup is saved on the server first.