WhatsApp

1. Click the conversation in the list.
2. Below the thread, under Reply («Responder»), type your message in Message... («Mensaje...») and click Send WhatsApp («Enviar WhatsApp»). With 📎 Attach («📎 Adjuntar») you send a photo, audio, video or document: images can be up to 5 MB and everything else up to 16 MB.
3. If you have several lines, the reply goes out on the same line they wrote to. That way the person does not get your reply from a number they do not know.
4. When you send, the panel tells you which line it went from. If you see agent paused, your agent has gone quiet in that conversation so it does not talk over you.

Above the thread there is a strip with the conversation's status:

1. Click I'll take it («La llevo yo») to take it. It moves to In progress («En curso») and the rest of the team can see who has it.
2. If there are more people on the team, the dropdown lets you hand it to someone else or leave it as Unassigned («Sin asignar»).
3. When it is done, click Mark resolved («Marcar resuelta»). If needed, Reopen («Reabrir»).
4. A resolved conversation shows up again in Unanswered if the person writes again.

On a large screen, the This person («Esta persona») column shows their level, status and where they came from. There you can write Internal notes («Añadir nota...», + Note) and jump to See in the CRM («Verlo en el CRM»), Agenda and appointments («Agenda y citas») or Their calls («Sus llamadas»). If they are not in your CRM yet, it says so and you can still reply.

1. At the very bottom, open Your numbers and write to someone new («Tus números y escribir a alguien nuevo»).
2. Under Write to a number («Escribir a un número»), enter the phone with the country code, without "+" or spaces (for example 34666111222).
3. Type the message and click Send WhatsApp. It goes out from your own WhatsApp.

Avoid mass cold messages from here: WhatsApp may block the number. To message many people, use campaigns.

In the same dropdown, WhatsApp lines of the agent («Líneas de WhatsApp del agente», only if you have an agent). Each line has these controls:

• active / inactive («activa / inactiva»): whether the line is in use.
• answers / does not answer («responde / no responde»): whether your agent replies on that line.
• make main («hacer principal», ★ main): the system's automatic messages go out from the main line.
• edit («editar»): change the name, the number and the minutes of Pause when a human steps in («Pausa al intervenir humano»), which is how long the agent stays quiet when you reply.
• delete («borrar»): removes the line from the panel. It asks first. If you also want the number fully disconnected, ask our support team.

To add a new number, ask our support team: it has to be linked to the phone.

Within the lines, the What the agent can receive («Qué puede recibir el agente») section has one button per type: Text («Texto»), Voice notes («Notas de voz»), Photos («Fotos»), Videos («Vídeos») and Documents («Documentos»). If you turn one off (ON/OFF), your agent will not process it and will answer with the Notice to the lead when they send a type that is off («Aviso al lead cuando manda un tipo apagado»); if you leave it empty, the agent writes one itself. Careful: with Photos off, your agent will not read invoices, ID documents or screenshots. Click Save changes («Guardar cambios») when done.

• ⏸ N chats silenced («⏸ N chats en silencio»): conversations where the agent is quiet because you replied. Open the list to see how much time is left. ▶ Reactivate agent now («▶ Reactivar agente ahora») gives all of those chats back to the agent at once.
• 🚫 exceptions («🚫 excepciones»): people your agent never answers (your boss, suppliers, family, your accountant). Type the phone in Phone (with country code if not Spanish) and click Add («Añadir»); remove («quitar») deletes it. An exception is not an unsubscribe: campaigns and reminders still reach them. To make sure someone receives nothing, use the unsubscribes in WhatsApp campaigns.