WhatsApp in Chatcenter

In Chatcenter (in the simple menu, Conversations), the team talks with customers who arrive through WhatsApp. This page explains how to send approved templates, what each message status means, what to do when a send fails, how to start a conversation from a contact, how conversations with more than one number work, what happens when you delete a number from a contact, how to merge two conversations and how the AI agent and the team share the conversation.

To connect a number, follow the connection step-by-step guide.

The 24-hour windowCopy Anchor Link

Under WhatsApp's rules, the business can only send a free-form message (text or attachment) up to 24 hours after the customer's last message. Outside that window, or to a customer who never wrote, you can only send a template approved by Meta.

• Sending a template does not open the window: after it, you have to wait for the customer to reply. Meanwhile, you can send another template.
• With the window closed, Chatcenter warns you in the conversation: "WhatsApp 24h window closed · you can only send an approved template · use "/" to choose one".
• When the customer replies, the window opens again for 24 hours.

How to send a templateCopy Anchor Link

1. Type / at the start of the message field. The command list opens; keep typing to filter, or use the Templates filter.
2. Only templates approved by Meta and active show up. Those under review or rejected are left out.
3. On a number connected through Meta, the list only shows the templates of this conversation's number. If the business has more than one number, each template shows which number it will go out from.
4. Choose the template:
   • without variables, it is sent right away;
   • with variables (like {{1}} and {{2}}) or with an image, video or document in the header, the Fill in template variables window opens, with the message preview on the side. Fill in each field and click Send template. The button only unlocks with everything filled in.

For a template with media in the header, Meta asks for the file on every send: JPG, PNG or WebP up to 5 MB, MP4 or 3GP up to 16 MB, or PDF up to 100 MB.

Variable labelsCopy Anchor Link

So the sender knows what goes in each variable, give it a label, like "Customer name". In WhatsApp API → Templates (in the advanced menu, for people who can manage integrations), click the template and then Edit template. In Meta templates, the field is called Chat label (operator).

The label shows next to the variable when filling it in. It stays only in XBASE and does not go to WhatsApp.

Message statusCopy Anchor Link

Next to the time of each sent message, an icon shows where it is. Hover over the icon to see the status name. It changes on its own, without reloading the page.

When a send failsCopy Anchor Link

A message that did not go out gets a red border, and right below it you see:

• Details, which opens the reason for the failure. Examples: the 24-hour window expired, the number has no active WhatsApp, the message was too long.
• The Resend icon, only on the conversation's last failed message and when the business has an active AI agent. If what failed was a template, it is sent to the contact again.

If the reason is the 24-hour window, send an approved template with /.

Many failed conversations at once (the Bugged threads panel on the Dashboard): click the agent bar, then Actions. Check the conversations, choose Remove bugged, Resend to the agent or Resend and remove bugged, and click Apply. The resend is the same as the Resend icon in the conversation. With Resend and remove bugged, the mark only leaves the conversations whose resend was accepted. Each conversation shows whether it worked or why it failed, and Retry failed runs again only the ones that failed. A conversation with no failed message has nothing to resend. If the agent still does not reply, the conversation may be marked again automatically.

Every undelivered message in a period (WhatsApp API → Events, Failures tab): the list shows the date, the contact and phone number, the message (for example, the template name), why WhatsApp refused it and an Open conversation link. Pick the period with 24h, 7d, 15d or 30d. Below it are the events that ended in an error, such as an automation that could not send, with View event for the details. In the Events tab chart each message counts once: one that was sent and then failed counts only under Undelivered messages, and a read message counts as delivered. Hover over (or tap) a bar to see each series as a count and as a percentage of that day's total.

AttachmentsCopy Anchor Link

On numbers connected through Meta, the + button in the message field sends Document, Photos and videos, Audio and Sticker, among other options. With the 24-hour window closed, the button is locked: you can only send a template.

EmojisCopy Anchor Link

The smiley button, next to the attachments in the message field, opens the emojis. Search by name or pick from a category: the emoji goes where the cursor is, and you can pick several before closing (Esc or click outside). The same button is in Instagram Direct, in comment replies, in the agent test and in the Funnel chat. With the 24-hour window closed, the button is locked, like the attachments.

Create a contact and send a template right awayCopy Anchor Link

1. In Contacts, click New Contact.
2. In the Contact details step, fill in the name and the Phone / WhatsApp. Without a phone number, you cannot send messages.
3. The Deal step is optional: choose a funnel and a stage, if you want.
4. In the WhatsApp & Tags step, in the Initial WhatsApp send block, choose in Line / Inbox the number that will send and, in WABA template, an approved template. Fill in the variables, if any.
5. Click Create & Send.

XBASE creates the contact, opens the conversation and sends the template. At the end, "Contact created & WhatsApp sent!" appears, with the Open in Chatcenter button. To only register the contact, leave No inbox and click Save.

Open a contact's conversationCopy Anchor Link

In the Contacts list, click the contact's WhatsApp icon (or Open chat, in the row menu):

• one conversation: it opens directly in Chatcenter;
• several conversations: the Contact conversations window lists them all for you to choose;
• no conversation: the No conversation found window asks if you want to create one. If the business has more than one number, choose in Inbox which one to use. Click Create conversation and the chat opens.

AI agent and team in the same conversationCopy Anchor Link

In the conversation header, the AI replies / Human selector shows who is handling it.

• To take over: click Human and confirm with Take over. The agent stops replying while the conversation is with a person.
• To hand it back: click AI replies and confirm with Hand back to the AI. The agent starts replying again from the customer's next message.
• Replying from Chatcenter, on a number connected through Meta, also hands the conversation to you. With the Pause when a team member takes over option on (it comes on), the agent stops. The option is in How the agent replies, in the number's AI agent window, in Channels.
• The "Atendimento Humano" (human support) tag also silences the agent in that conversation. On a coexistence number, it is added automatically when someone replies from the phone app.

People without permission to change the person responsible see the selector disabled.

Conversation with more than one numberCopy Anchor Link

A conversation can have more than one WhatsApp number: another number of the customer or someone else's. They are in the Conversation numbers card, in the conversation details panel.

• Add number: adds another number to the conversation. If the conversation does not have a main number yet, the added number becomes the main one.
• From the contact panel: when you register a new number in Channels > Add channel, check Add to the open conversation so it joins the conversation that is open. The option starts unchecked and only shows up for WhatsApp, in a WhatsApp conversation.
• Set as main: swaps the conversation's main number for one of the added numbers.
• Reply to: above the message field, chooses which number your message goes to. It comes set to the last number that sent a message.
• In the header, below the name, you see the number that will receive the next message. The +1 (or +2, +3…) next to it opens the list of all the conversation's numbers and shows which one is the main one.

Only people with permission to assign conversations see the add, remove and set as main buttons.

Delete a number from a contactCopy Anchor Link

To delete a number, open the contact and, in the Service channels section, click the trash icon next to it. Before deleting, XBASE shows how many conversations the number is in.

When you click Delete number:

• the number leaves every conversation it was in, either as the main number or as an added number. Each conversation gets the notice "removed from the conversation" with the number;
• if it was the main number, the conversation is left without a main number. The Conversation numbers card warns you, and messages keep going out through the conversation's other numbers, chosen in Reply to. If the conversation has no other number, the header shows Number removed;
• if that number sends a message again, it becomes a new contact, with a new conversation. It does not go back to the old contact or to the old conversations.

To reconnect a conversation without a main number, use Add number or Set as main in the Conversation numbers card.

Merge two conversationsCopy Anchor Link

When the same subject got split into two conversations (for example, the agent talked to the company number and then to the decision maker), you can join both into one. Open the conversation that will stay and, in the details panel, under Thread Record, click Merge with another conversation. Search for the other conversation by name, phone or title, pick it and confirm with Merge conversations.

When you merge:

• messages from both conversations stay together in the conversation you opened, in chronological order;
• the contact of the other conversation joins Conversation Members, and their next messages to the same company WhatsApp number land here;
• tags, meetings and the agent history come along: the AI agent sees both conversations;
• the conversation gets the notice "Conversation merged into this one" with the name of the other one;
• the other conversation leaves the list. This cannot be undone.

The title, assignee, main number and funnel stage of the conversation that stays do not change. Only people allowed to assign conversations see the button.

CostsCopy Anchor Link

Messages sent through XBASE follow Meta's pricing for the official WhatsApp API. The rules are in WhatsApp billing, and the WhatsApp cost calculator estimates the cost of your operation.

Frequently asked questionsCopy Anchor Link

See alsoCopy Anchor Link