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Kyloth

Review WhatsApp conversations and replies

Verify the customer, claim the conversation and review permission before queueing any reply.

Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.

Where: Desk, WhatsApp messages; Settings, WhatsApp, Manage connection; Workload

Before you continue
WhatsApp requires separately configured and accepted provider access. Saving a token, checking an account or importing a local sample does not activate receiving or sending. Local samples create private workspace records and send nothing.
  1. A manager saves the account and number details plus masked token in Manage connection. When checks are enabled, run Check account access, then Assign number to workspace. Callback setup and controlled provider acceptance remain separate.
  2. Open WhatsApp messages and inspect the original received text. Independently identify the customer, choose an eligible existing case or a new case subject, then confirm Add to case or Create case. This grants no requester access or consent.
  3. Use Conversation ownership to claim an unassigned conversation. Review the handoff note and confirm Save assignment. Only the assigned agent can queue a reply; a manager or current assignee can hand it to another current teammate.
  4. Under Support permission, record how permission was given or withdrawn and confirm your review. Receiving a message does not automatically record permission.
  5. When enabled and within the reply window, review the recipient and Reply text before Queue reply. Outside that window, use Approved support template only for a supported, approved utility text template, review the completed message and confirm before queueing.
  6. Refresh Reply history. Queued, provider acceptance and delivered/read/failed observations are different facts. If a recipient already has queued or unresolved work, wait for its outcome instead of starting another reply.

Mark as read changes your Desk inbox only. Opening a message does not acknowledge it, teammates retain their own read state, and no WhatsApp read receipt is sent. Workload → WhatsApp shows assigned conversations; customer and case WhatsApp history contains only explicitly associated messages.

For uncertain permission, assignment or reply saves, use the offered unchanged retry and inspect history. An unknown send outcome is never permission to send again. Replacing a token releases number assignment; check and assign again. Disconnect keeps accepted history and does not revoke the token at Meta. Handing off cannot recall an already submitted message.