​

Conversations

Conversations in WapiKit represent the ongoing chat interactions between your business and your customers on WhatsApp. The shared inbox feature allows your team to collaboratively manage these conversations efficiently.

​

Understanding Conversations

When a customer messages your WhatsApp business number or responds to one of your campaigns, a conversation is created or updated in WapiKit. These conversations are organized in your shared inbox, allowing you and your team to respond promptly and track the entire customer journey.

​

Conversation Features

​

Unified Inbox

The WapiKit shared inbox brings all customer conversations into a single, organized interface where you can:

• View all active conversations
• Filter conversations by status, assignment, or tags
• Search for specific conversations by customer name or content
• Sort conversations by priority, recency, or waiting time

​

Conversation Details

Each conversation provides comprehensive context:

• Complete message history with the customer
• Customer profile information and attributes
• Previous campaign interactions
• Conversation tags and notes
• Assignment history

​

Team Collaboration

Multiple team members can work together on customer conversations:

• Assign conversations to specific team members
• Transfer conversations between team members
• Add internal notes visible only to your team
• Mention colleagues using @username to notify them
• View when another team member is typing a response

​

Rich Messaging

Engage with customers using WhatsApp’s rich messaging capabilities:

• Send text, images, videos, documents, and audio messages
• Use interactive buttons and list messages
• Share location information
• Send contact cards
• Reply to specific messages in a thread

​

Managing Conversations

​

Conversation Statuses

WapiKit tracks conversations with the following statuses:

• Active: Ongoing conversations requiring attention
• Resolved: Completed conversations where the customer’s needs have been addressed
• Closed: Conversations that have been administratively ended
• Deleted: Conversations removed from the active inbox

​

Conversation Assignment

Efficiently distribute workload among your team:

1. Manual Assignment: Manually assign conversations to specific team members
2. Auto-Assignment: Let WapiKit automatically assign conversations based on rules:
   • Round-robin distribution
   • Skill-based routing
   • Workload balancing
   • Business hours availability

​

Conversation Tagging

Organize conversations with tags to:

• Categorize by topic or department (e.g., “Support”, “Sales”, “Billing”)
• Track issue types (e.g., “Product Question”, “Technical Issue”)
• Mark priority levels (e.g., “Urgent”, “Follow-up Required”)
• Identify customer segments (e.g., “VIP Customer”, “New User”)

​

AI-Powered Conversation Features

WapiKit’s AI enhances conversation management:

​

Smart Replies

• Get AI-suggested responses based on conversation context
• Choose from multiple response options
• Customize suggestions before sending

​

Sentiment Analysis

• Automatically detect customer sentiment (positive, negative, neutral)
• Prioritize conversations with negative sentiment
• Track sentiment changes throughout the conversation

​

Intent Recognition

• Identify customer intents automatically (e.g., product inquiry, complaint)
• Route conversations to the appropriate team based on intent
• Track common intents to improve your business processes

​

Automated Tagging

• AI automatically applies relevant tags based on conversation content
• Ensures consistent categorization
• Saves time on manual tagging

​

Conversation Analytics

Gain insights from your customer conversations:

• Response time metrics
• Resolution rate tracking
• Team performance analytics
• Common topics and issues
• Customer satisfaction indicators

​

Best Practices

• Respond promptly: Aim to reply to customer messages within minutes, not hours
• Personalize interactions: Use customer information to provide tailored responses
• Maintain conversation history: Avoid asking for information the customer has already provided
• Use internal notes: Share context with team members without exposing notes to customers
• Resolve appropriately: Mark conversations as resolved only when the customer’s needs are fully addressed
• Review analytics regularly: Identify trends and areas for improvement in your conversation handling

​

Next Steps

After mastering conversation management, explore:

1. Setting up automations to handle routine inquiries
2. Creating templates for common responses
3. Analyzing conversation data to improve customer service