Help Center

WhatsApp Chat

The WhatsApp Chat in enrutar allows you to manage all your customer WhatsApp conversations directly from the platform. This integration centralizes your communication and connects it with your Work Orders and Customers.

What is the WhatsApp Chat?

The WhatsApp Chat screen shows all WhatsApp conversations your organization has with customers. From here you can read messages, respond, and take actions related to your work orders.

Accessing the WhatsApp Chat

Navigate to the WhatsApp Chat section from the main navigation. You will see a list of conversations on the left and the message thread on the right.

Features

Reading and responding to messages

You can read all incoming customer messages and respond directly from enrutar. Messages support:

  • Text
  • Images
  • Videos
  • Documents
  • Audio messages

Internal notes

You can write internal notes within a conversation that are visible only to your team, not to the customer. These are useful for:

  • Leaving instructions for colleagues.
  • Noting context about the conversation.
  • Mentioning team members with @ to notify them.

Linking conversations to work orders

Conversations can be linked to existing Work Orders or used to create new ones. This connects the communication history with the work being performed.

Customer identification

enrutar automatically matches phone numbers to existing Customers, making it easy to see who you are talking to and access their full history.

WhatsApp and AI

enrutar can use AI to:

  • Automatically create Work Orders from WhatsApp messages.
  • Provide context and summaries of conversations.

Notifications

The Notification System includes WhatsApp-specific notifications:

  • New WhatsApp message: alerts you when a new message arrives.
  • Internal note mention: alerts you when someone mentions you in an internal note.

Manage these preferences under Settings → Notifications, in the Chat section.

Assigning conversations

A conversation can be assigned to an employee, team or agent. Set a Default WhatsApp assignee for new conversations under Organization → WhatsApp Settings.

Replies, formatting and reactions

Messages preserve line breaks. Use the Reply action on a public message to respond to that specific message. The composer displays Replying to message, a preview and Cancel reply; replies can include text or attachments, and the message bubble keeps the original author and context. This action does not apply to internal notes.

When a customer replies from WhatsApp, enrutar also records and displays that context. Both your team and customers can react to messages with emojis.

Searching conversations

The WhatsApp Chat screen includes a search bar that lets you find conversations by customer name, phone number or message content.