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.
On this page
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.
In the list, if the last message is an image, video or document and the customer wrote text with the file, the preview shows that text, as in WhatsApp. Bold, italic, strikethrough and code in the last message are shown with their formatting instead of the symbols.
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
When a customer writes text with a photo, video or document, that text appears below the file and is also used in search and notifications. Text sent with files received before this improvement was not saved and cannot be recovered.
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 lets people use a username and hide their phone number. If a customer you already had with their number hides it later, the conversation continues in the same thread. If someone writes for the first time without showing their number, enrutar creates a customer with the name from their WhatsApp profile and a normal conversation, with assignment, internal notes, suggestions and replies. Reminders, work reports and other documents are still sent to the phone number saved on the work order or customer.
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 → My account → Notifications, in the Chat section.
Assigning conversations
A conversation can be assigned to an employee, team or agent. Restricted Access users only see threads assigned to them directly or through one of their teams. In those threads they can read and send messages and internal notes, but they cannot start conversations, change assignees, archive or reopen threads, or perform other management actions.
Set a Default WhatsApp assignee for new conversations under Organization → WhatsApp Settings.
Replies, formatting and reactions
Messages preserve line breaks and WhatsApp formatting: *bold*, _italic_, ~strikethrough~, code, lists and quotes look the same as in the customer's WhatsApp. Internal notes keep their own formatting and mentions. 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.
Conversation filters
In Filters, choose active or archived conversations, select customers and assignees, or include unassigned conversations. You can also filter by customer tags, including No Tag when that section is available.
Deselecting every customer or assignee shows no conversations. Resetting filters selects them all again and clears search, but keeps the active or archived view. Filters you have narrowed do not automatically expand when messages arrive for other customers or assignees.
If a conversation is missing, check the active/archived status and your filter selections before searching again.
Searching conversations
The search bar matches customer and assignee names, phone labels or numbers, and the last visible message. It does not search the full conversation history.
If Meta has not approved the display name
If delivery fails because Meta has not yet approved the phone number's display name, EVA adds an explanatory internal note to the conversation.
Messages delivering work reports are not lost in that case: enrutar sends them from enrutar's number and EVA notes this in the work order history. The customer's replies to that message and the PDF also go through enrutar's number.
Someone with access to Meta Business Manager must open Business Settings → Accounts → WhatsApp Accounts → Phone Numbers and check the display-name status. If it is pending, wait for approval; if rejected, edit it and submit it for review again. Messages start working automatically after Meta approves it.
Automatic replies outside business hours
With Full Access, go to Organization → WhatsApp Settings and enable the automatic reply outside business hours:
- Select the open weekdays. Unselected days are considered closed all day.
- Set the opening and closing times. One time period applies to the selected days, and closing must be after opening.
- Enter the reply text and click
Save.
These are the same opening and closing times used in Organization Settings, not an independent WhatsApp-only schedule.
When a customer message arrives outside that period, enrutar can send the configured text from your connected WhatsApp account. Each phone number receives at most one reply per day, using the organization's time zone.
Reactions and delivery or read receipts do not trigger this reply.
No reply is sent if a team member has replied to the customer in that conversation within the last hour. Internal notes and automated agent replies do not count as a human reply. This avoids interrupting a conversation the team is already handling.
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