Reply to customers on WhatsApp in BytePhase

When your own WhatsApp number is connected, customer messages arrive in BytePhase as well as on your shop phone. Anyone you allow can read and answer them.

Before you start

• Your own number must be connected. See Connect your own WhatsApp number. On BytePhase’s number there’s no inbox.
• To read and reply, your shop owner must give you WhatsApp › Read & reply.

Reply to a customer

1. Click the green WhatsApp messages button at the top of the screen. A number on it shows customers waiting for a reply.

2. Pick a chat on the left. Use Search name or number to find one.

3. Type in Type a message and send.

   

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Done!

The customer gets your reply from your shop’s number. It also shows on your shop phone.

The 24-hour rule

• After a customer writes, you have 24 hours to type anything back. The chat shows “Free replies until …”. These replies are free.
• After 24 hours you see “You cannot type to this customer right now.” Send an approved message from the job or invoice instead. Once the customer writes again, you can type again.

Send a photo or file

1. Click the paperclip.
2. Pick a photo (JPG or PNG, up to 5 MB) or a file (PDF, Word, Excel, PowerPoint or text, up to 25 MB).
3. With a photo you can Add a caption. A file goes on its own, without a message beside it.

React with an emoji (phone)

On the phone app, press and hold a customer’s message, then pick 👍 ❤️ 😂 😮 😢 or 🙏.

Photos customers send you

Tap Tap to load to see a photo, video, voice message or document. WhatsApp keeps these for 30 days. After that you see “No longer on WhatsApp”.

Save the person in BytePhase

At the top of a chat, a tag shows Customer, Lead or Not saved. Click Add customer or Create lead to save them. On a phone, these are under Add to BytePhase.

Add customers from your phone contacts

After you connect, your phone contacts come across but aren’t added as customers.

1. On the WhatsApp page, find “… contacts from your phone are waiting” and click Choose.
2. Tick the people who are customers and add them. Adding a contact doesn’t send them anything. Finish later keeps the rest for another day.

WhatsApp only shares phone contacts in the first 24 hours after you connect.

Good to know

• The dashboard shows WhatsApp replies waiting when customers are waiting while replying is still free.
• A chat stops counting as waiting once someone opens it.
• Messages you send from the WhatsApp app on your phone also show in the chat, marked From your phone.