WhatsApp Studio

Operate the WhatsApp inbox with SupaGent and human handover

Handle two-way customer conversations in the shared SupaChrome conversation store.

How to do it

  1. Open Conversations and search by customer name, number or message. Filter by status, number, assignee and priority. Internal unread indicators update from stored messages; the open inbox refreshes every four seconds.
  2. Take a conversation before replying. Assignment pauses automated replies. Use approved templates outside the customer-service window; text, supported media, locations, contact cards and supported interactive payloads use the service window.
  3. Upload or download attachments through the authenticated BU proxy. Internal notes are stored separately from customer-visible messages. Add tags, priority, quick replies and a response SLA.
  4. Review CRM profiles, original Orders and service cases where your role and object permissions allow. Unknown or ambiguous customer matches do not grant account access.
  5. Assign the existing SupaGent agent to each number. Its existing knowledge, instructions, prompts, topics, product answers and playbooks are reused. Configure business hours, fallback, daily reply-attempt limits and account-action policy.
  6. A customer’s request for a person triggers a handover. Assigned or AI-paused conversations block queued AI replies at dispatch. Release human assignment before resuming AI. Generate a summary with the configured generative SupaGent provider when available.

Check your result

Private notes never appear in customer messages, takeover prevents a queued AI reply, and account-specific actions require the configured verification policy.

Good to know

AI attempts and generated summaries are observable activity, not proof of resolution or accuracy. Human operators explicitly resolve conversations. Live AI responses additionally require the existing SupaGent provider and agent configuration.

Still need help?

Tell us your BU code and the step where you got stuck. Do not include passwords, BU PINs, tokens or recovery codes.

Contact SupaChrome support