Opening a thread gives you the full message history and everything you can do to it: reply, attach media, send structured messages, assign it to a teammate, label it, and decide whether the AI agent is still allowed to answer.
Replying #
Inside an open 24-hour window the composer sends free text. Outside it, the composer is not the tool — use the Template button, which sends an approved template and re-opens the conversation if the customer replies.
| Field | What it does |
|---|---|
| Text | Plain message. Supports the formatting WhatsApp itself supports. |
| Media | Images, video, audio and documents. Uploaded and served over HTTPS, then handed to Meta. |
| Buttons | Up to three reply buttons. The customer taps one instead of typing, which makes their answer machine-readable. |
| List | A menu of options grouped into sections — better than buttons when there are more than three choices. |
| Reactions | Emoji reactions on a specific message, mirroring what WhatsApp users expect. |
Take over: moving a thread off the bot #
This is the most important control on the page. If an AI agent is answering on this number, Take over stops it for this conversation so a human owns the thread from that point on.
For a customer who should never be handled by AI — a key account, a complaint in progress — set the standing per-contact switch on the Contacts page instead. That survives across conversations.
Organising the thread #
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Assign
Give the conversation to a specific teammate so it is unambiguous who is answering. -
Apply a case type
Label it, so the inbox can be filtered and so you can see what your volume is actually made of. -
Archive
Once resolved. It leaves the working list and returns by itself if the customer writes again. -
Clear chat
Deletes the message history for this conversation. This is destructive and cannot be undone — the contact and the conversation remain, but what was said is gone.