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