WhatsApp Message Management
Master WhatsApp conversation management within Fiko's unified inbox. Learn how to handle business messaging features, manage customer interactions professionally, and leverage WhatsApp Business-specific tools for better customer service.
What you'll learn: How to manage WhatsApp conversations effectively, use business messaging features, handle media files, and maintain professional communication standards with your customers.
WhatsApp in Unified Inbox
WhatsApp conversations appear seamlessly in Fiko's unified inbox alongside other channels. Here's how WhatsApp integrates with your workflow:
WhatsApp Conversation Identification
- WhatsApp conversations show the distinctive green WhatsApp icon
- Customer names display as saved in their WhatsApp Business profile
- Phone numbers are shown in international format (e.g., +1 555-0123)
- WhatsApp Business profile pictures appear in the conversation list
- Business vs. personal account indicators are clearly marked
WhatsApp Message Features
WhatsApp Business offers enhanced messaging capabilities compared to personal WhatsApp.
Available on Both
- Text messages (up to 4,096 characters)
- Read receipts and typing indicators
- Media files (images, videos, audio, documents up to 16 MB)
- Voice messages and location sharing
- Contact cards (vCard format)
Business API Only
- Message templates (pre-approved for compliance)
- Quick reply buttons (up to 3 per message)
- List messages with selectable options
Business Messaging Features
Message Templates
Use pre-approved templates for compliant business communication.
- Access templates through the message composer
- Choose from greeting, information, or promotional templates
- Customize template variables with customer-specific information
- Send templates to customers who haven't messaged in 24+ hours
Templates are required for outbound messaging to customers who haven't contacted you within the last 24 hours. This ensures compliance with WhatsApp Business policies.
Quick Reply Buttons
Add interactive buttons to messages for easier customer responses.
- Add up to 3 quick reply buttons per message
- Create buttons with custom text (up to 20 characters each)
- Use buttons for common responses like "Yes/No", "Contact Support", etc.
- Track button click analytics in conversation insights
List Messages
Send structured lists with selectable options for better customer experience.
- Create lists with up to 10 options
- Add descriptions and headers for each list section
- Use for product catalogs, service menus, or FAQ topics
- Track which options customers select most frequently
Read Receipts & Message Status
WhatsApp provides detailed message delivery and read status information:
Message Status Indicators
- Single Gray Check: Message sent to WhatsApp servers
- Double Gray Checks: Message delivered to customer's phone
- Double Blue Checks: Message read by customer
- Clock Icon: Message is being sent (temporary status)
- Red Exclamation: Message failed to send (retry available)
Read receipts only work if the customer has enabled them in their WhatsApp settings. Some customers disable read receipts for privacy reasons.
Media and File Handling
WhatsApp Business supports various media types with specific limits:
Images & Videos
- Images: JPEG, PNG up to 5 MB
- Videos: MP4, 3GP up to 16 MB
- Automatic compression for large files
- Preview thumbnails in conversation
Documents & Audio
- Documents: PDF, DOC, XLS up to 100 MB
- Audio: MP3, AAC, M4A up to 16 MB
- Voice messages with unlimited duration
- Secure file transfer encryption
Contact Management
Manage customer contact information and conversation history effectively:
Customer Profile Information
View and manage customer details in the conversation sidebar.
- Customer name (as saved in their WhatsApp profile)
- Phone number in international format
- Profile picture and status information
- WhatsApp Business vs. personal account indicator
- Conversation history and message count
Contact Notes and Tags
Add internal notes and tags to organize customer conversations.
- Add private notes visible only to your team
- Tag conversations with categories (e.g., "Support", "Sales", "VIP")
- Track customer preferences and previous interactions
- Set reminders for follow-up actions
- Share context with other team members
Best Practices
Professional Communication
- Respond within the 24-hour session window whenever possible
- Use templates for proactive outreach outside the session window
- Keep messages concise and actionable
Team Workflow
- Assign conversations to the right agent or team group
- Use internal notes to share context before handoffs
- Tag conversations consistently for easier filtering
Next: WhatsApp Templates
Learn how to create, approve, and use message templates for compliant outbound communication.
WhatsApp Templates Guide