Using Wago
Conversations
The shared inbox, assigning threads, handoffs and the 24-hour window.
Conversations is the shared inbox. Each customer is one thread, whichever of your numbers they wrote to, and everyone in the organization sees the same threads.
Threads
- The list shows the newest message first, with an unread badge until someone opens the thread.
- Search finds a thread by the contact's name or number.
- Every message you send carries WhatsApp's ticks — sent, delivered and read (blue) — and a message that failed says so.
- Messages a workflow sent are labelled with the step that sent them; messages from the API carry the name of the API key; messages typed on the WhatsApp Business app phone are marked as such.
- A thread keeps its most recent messages to hand. The counters — how many were sent and received — cover the whole conversation.
Replying
Type in the box at the foot of the thread to send text. The library button next to it
sends something you have already prepared — a template (filling its {{1}}, {{2}}… values), a catalogue item or a knowledge note. Use New conversation on Home to write first to someone
who has not messaged you; make it a template, because anything else waits until they write (below).
The 24-hour window
WhatsApp lets a business send ordinary messages only within 24 hours of the customer's last message. Outside that window, only an approved template is delivered. Wago enforces this itself, rather than letting Meta silently drop the message:
- Inside the window, anything goes out at once.
- Outside it, a template goes out at once; anything else is queued, not refused. It is shown in the thread as queued, and goes out the moment the customer writes again — oldest first, in the order you wrote them, before any workflow answers.
- A queued message whose send fails is retried on their next message, and is marked failed after a few attempts.
- A queued message still waiting after 30 days is dropped and marked expired.
Handoffs from a workflow
A workflow's Hand to a person step passes the thread to your team: the workflow stops answering that customer for the number of hours the step sets (24 by default), so a person can reply without the bot talking over them. When those hours are up, the workflow answers that customer again.
Which number a reply comes from
A thread remembers the number the customer wrote to and every reply goes out from it. A brand-new conversation goes out from the organization's default number unless you choose another. See Several numbers.
The contact behind the thread
Everyone who writes in is saved to Contacts with the name WhatsApp gives, and — when they send a location — where they are. Renaming the contact renames the thread.