Operational

Here, we've compiled some frequently asked questions related to the use of the tool by operators.

Can I delete or edit messages?

The official WhatsApp API does not allow deleting or editing messages once they have been sent.

How do I go online on WhatsApp?

As an operator, simply open the spread.chat inbox to go online on WhatsApp.

Where can I send messages from?

You can send messages through HubSpot contacts individually or use workflow automation to send mass messages to a contact list.

Where do I send mass messages from?

In the HubSpot automation menu, you can add an action to send WhatsApp messages based on contacts or deals.

Can I see the entire conversation history of a contact in the inbox?

By using the “Open Interactions” action, you can view all conversations the contact had while the extension was in use.

What is a quick message template?

A quick message template is a pre-configured message set by the manager to be sent during a conversation. This way, operators don’t need to retype the same message repeatedly.

Can I send a message after the conversation is finished?

After the conversation is marked as finished, you need to send a template to the contact to initiate a new chat.

How long does the customer have to respond to a template for it to be considered active?

This time frame is set by the company in the account settings.

Can I send a template during an ongoing conversation?

No, templates can only be used to start a conversation. They cannot be sent during an ongoing conversation.

Can I create WhatsApp groups?

The official WhatsApp API does not allow creating groups; only individual conversations are permitted.

Can I leave internal notes on the conversation?

As an operator, you can save comments on conversations to be visible later or if the conversation is transferred to another operator.

Can I make WhatsApp calls in the tool?

The official WhatsApp API does not support making voice or video calls. It only allows text messaging and sending files.

How much time do I have to respond to a contact after they send a message?

META provides a 24-hour response window after the last interaction from the client/lead.

Can I see if the person has read the template I sent?

You can see this information if the person has allowed it through their WhatsApp settings. If the read receipt is private, we cannot retrieve this data.

If you have any additional questions, please feel free to contact the spread.chat support team through your Account Manager (GC).