Help centre/Conversations and leads
Reply to customers yourself, and hand chats back to Ah Va
Take over any chat, send photos, files and voice notes, and let Ah Va pick it back up when you are done.
Open Conversations, under Inbox. Every WhatsApp, Instagram and Messenger chat is here, newest first.
Take over a chat
- Open the chat and click Ah Va: ON at the top to switch her off for this chat.
- Type in the reply box and press send (Ctrl or Cmd + Enter works too). Use the paperclip for photos and files, or the microphone for a voice note.
- When you are done, click Ah Va: OFF to hand the chat back.
Good to know
On WhatsApp, replying yourself also pauses Ah Va on that chat. She comes back on her own after the Resume Ah Va after a take-over time (24 hours unless you change it), or sooner if the customer chases twice while your team is quiet.
Outside WhatsApp's 24-hour window
WhatsApp only allows free-typed replies within 24 hours of the customer's last message. After that, click Send an approved template and pick one of your approved templates. You can also schedule a message with Send later, from 2 minutes to 30 days ahead.
Ah Va settings for your team
The Ah Va settings button on Conversations lets owners, managers and sales change how long Ah Va stays quiet after a take-over, how long she waits before replying, and spam screening.
Pause Ah Va everywhere
The Ah Va: ON switch at the top of Conversations (owners and managers) turns her replies off on every channel, while messages still arrive. It is meant for short pauses: on a live WhatsApp line it switches back on the next morning. To stop replies on a WhatsApp number for longer, choose who Ah Va answers instead, which stays as you set it.
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