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Reply to a whatsapp conversation from the platform

An Operator replies to a customer's WhatsApp message with free-form text, media or a document, from inside the Inbox, while the customer service window is open.

When this happens: Operator opens the conversation and composes a reply.

Step by step

  1. 1

    Open the WhatsApp conversation with the customer, sees the window is open (Active until 14:32).

  2. 2

    Types Yes, it's available in blue — €39 and clicks Send.

    EasyCRM checks the message against the WhatsApp capability declaration — text has no restriction — and persists a Message with Sending. ChannelSendJob sends the message via the Cloud API using the connection's token. Accepts the send and returns a provider message id. Sets Sent, storing the ProviderMessageId.

Other paths

Reply with media

Attaches a product photo (JPEG, 2 MB) instead of text. EasyCRM checks against the capability declaration (image ≤ 5 MB, FR-16-013) and sends it as an Image message.

If something goes wrong

Window closed mid-compose

If the window expired between opening the conversation and clicking Send. Rejects with EasyCrm:Channel:WindowExpired and offers Send Template instead.

Good to know

  • Free-form replies are only accepted within an open 24-hour customer service window.
  • The window check is re-validated server-side even if the client-side timer allowed the click.