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Never leave a WhatsApp customer waiting

When a customer writes on WhatsApp and nobody replies, Follow raises Unanswered WhatsApp messages and, if it is still unanswered, tells a manager.

Steps

1. The rule runs only while your WhatsApp number is connected under WhatsApp. On Rules, set after how many Hours an unanswered message becomes a follow-up.
2. While the conversation is not assigned, everyone who may use WhatsApp for that number sees it. Once it is assigned, only the person it is assigned to sees it.
3. Still unanswered after Then escalate after (hours) — two hours unless you change it — it is escalated once: the assignee’s line manager and the owner can then see it, and each gets one notice.
4. Any reply to the customer closes it by itself. If the customer writes again and waits, it opens again and the escalation starts over.

Line managers come from HR, so the person the conversation is assigned to must be linked to an employee with a manager. Otherwise only the owner is told.

Related

• Let Follow raise follow-ups for you
• Send notices and answer customers on WhatsApp Business