WhatsApp in Chat
Answering
Taking, answering and closing a WhatsApp conversation works exactly as on the website or by email: the same Waiting, Active and Closed lists, the same side panel, the same tickets. Our own promotions do not fill the Waiting list; only a customer writing in does.
You can pick, paste or drop up to 10 files at once. WhatsApp carries one file per message, so each goes as its own message, in order, and what you typed goes with the first. Each message shows its own ticks: one when WhatsApp has it, two when it reached the phone, blue when it was read. One that fails turns red with the reason and Send again, and the others still go. The pictures button at the top of the conversation shows every picture and file in it.
If the shop's number also stays on the WhatsApp Business app on a phone (the status in the shop's settings says Coexistence), what somebody types on that phone shows in the conversation as a reply from the shop, the same as one sent from aiku. It does not reopen a closed conversation. WhatsApp calls to such a number ring on the phone only, never in aiku. Connecting WhatsApp to your shop explains the set-up.
The 24-hour window
See the full guide, Replying on WhatsApp after 24 hours: once a day has passed since the customer last wrote, the message box locks and the only way back in is a template Meta already approved.
Setting up and sending campaigns
These are separate jobs, not day-to-day answering, each with its own guide: