Conversations

Configure your multi-channel inbox by connecting email accounts and WhatsApp numbers. Set up templates, auto-replies, business hours, and assignment rules to streamline communication.

Access Conversations settings from Settings > Conversations.

Accounts

The Accounts tab shows all connected communication channels. Each account can be configured independently.

Email Providers

Connecting Gmail

1. Click Add Email
2. Select Gmail
3. Click Connect with Google
4. Sign in and authorize WiseParts to access your email
5. Configure sender name and signature
6. Save

Connecting Office 365

1. Click Add Email
2. Select Office 365
3. Click Connect with Microsoft
4. Sign in and authorize access
5. Configure sender name and signature
6. Save

Connecting IMAP

For email providers not supporting OAuth, use IMAP:

1. Click Add Email
2. Select IMAP
3. Enter your credentials:

4. Test the connection
5. Configure sender name and signature
6. Save

WhatsApp Providers

Connecting WhatsApp (Meta Cloud API)

1. Click Add WhatsApp Number
2. Select Cloud API
3. Accept Meta's terms and conditions
4. Log in to your Meta Business account
5. Select or create a WhatsApp Business Account
6. Choose a phone number to connect
7. Configure business information
8. Save

Requirements:

• Meta Business account
• Verified business
• Phone number capable of receiving SMS or voice calls for verification

Connecting WhatsApp (Twilio)

1. Click Add WhatsApp Number
2. Select Twilio
3. Enter your Twilio credentials:
   • Account SID
   • Auth Token
   • WhatsApp-enabled phone number
4. Configure business information
5. Save

Authorized Users

Control which team members can access each account:

1. Open an account's settings
2. Go to Authorized Users
3. Add or remove users who should have access

Users not authorized for an account won't see its conversations.

Templates

Message templates ensure consistent communication and are required for WhatsApp messaging outside the 24-hour window.

Creating Templates

1. Go to the Templates tab
2. Click Create Message Template
3. Configure the template:

Template Variables

Personalize templates with dynamic content using double curly braces:

Hello {{customer_name}},

Your quote {{quote_number}} is ready for review.

Best regards,
{{user_name}}

Available variables depend on context. Common variables include:

WhatsApp Template Approval

WhatsApp templates must be approved by Meta before use:

1. Create the template in WiseParts
2. The template is automatically submitted to Meta
3. Wait for review (typically 24-48 hours)
4. Check template status:

Template Types

Templates can be configured for different purposes:

Tags

Tags help organize conversations by topic, priority, or workflow stage.

Creating Tags

1. Go to the Tags tab
2. Click Create Tag
3. Configure:

4. Save

Tags appear as colored pills in the conversation list and can be used to filter conversations.

Managing Tags

• Edit a tag to change its name, description, or color
• Delete a tag to remove it (existing conversations keep their tag history)

Tags can also be created inline when tagging a conversation — just type a name and select "Create new tag".

Business Hours

Define when your team is available to set customer expectations and control auto-reply behavior.

Setting Hours

1. Go to the Business Hours section in an account's settings
2. Configure hours for each day of the week:
   • Set start and end times
   • Mark days as closed
3. Set your timezone
4. Optionally configure holiday schedules

Impact of Business Hours

Business hours affect:

• Response time metrics — Calculated only during business hours
• Auto-replies — Can be configured to send different messages outside hours
• Dashboard reporting — Filter metrics by business hours

Auto-Reply

Send automatic responses to incoming messages.

Configuring Auto-Reply

1. Go to Auto-Reply in an account's settings
2. Enable auto-reply
3. Configure triggers:

4. Write your auto-reply message
5. Save

Assignment Rules

Automatically assign incoming conversations to team members based on configurable rules.

Available Rules

Configuring Assignment Rules

1. Go to Assignment Rules in an account's settings
2. Add rules in priority order (first matching rule wins)
3. For each rule, specify:
   • The rule type
   • Any required parameters (e.g., which custom field)
   • Fallback behavior if no match

Rules are evaluated in order. The first rule that finds a valid assignee is used.

Signatures

Configure email signatures that are automatically appended to outgoing messages.

Creating Signatures

1. Go to Signatures in an account's settings
2. Create a signature with:
   • Formatted text
   • Images (logo, headshot)
   • Links
3. Set as default for the account or specific users

Signatures can include HTML formatting for rich content like social media links and contact information.

Account Status

Monitor the health of your connected accounts:

If an account shows an error, you'll need to reauthenticate. Click the account and follow the reconnection flow.

Related Features