Read and answer messages

Answer a conversation

1. Open Messages and select the conversation.
2. Check the contact, linked client, and communication channel.
3. Read the latest messages before replying.
4. Write your reply, review it, and send.
5. Check the message’s delivery status. A queued message is still waiting to be sent.

Share responsibility

Use the assignment or transfer actions to direct the conversation to the right person. Link it to the correct client so the context stays with the work.

Create a task from a message

Use the message’s create-task action when the conversation requires follow-up. Give the task a clear title and check who is responsible.

WhatsApp asks for a template

When ordinary replies are unavailable, use an approved template offered by the screen. If none is available, ask the person who manages messaging to check the channel and templates.

Finish the conversation

Close it when the work is handled. Closing a conversation is separate from completing any tasks created from it.