The WhatsApp desk

With the Business API connected, Communication shows the school's WhatsApp conversations in the WhatsApp panel. It looks and works much like WhatsApp itself: chats down the left, the open conversation on the right. Everyone in the office with permission sees the same conversations, so any of them can answer a parent.

Before you start#

• The school's number is connected and How it sends is Business API. See Connect your school's WhatsApp number.
• Your role can view Communication to read chats, and update it to reply.

The 24-hour window#

WhatsApp lets a business write freely to a person for 24 hours after that person's last message. After that, the business may send only a message template that Meta has approved, until the person writes again.

The top of each open chat shows where you stand:

• Open · followed by the time left: you can type freely.
• Window closed · templates only: the typing box is replaced by The 24-hour window is closed. and a Send a template button.

The Open window filter in the chat list shows only chats you can answer freely.

Find a chat#

1. Open Communication and scroll to the WhatsApp panel.
2. Use the filters: All, Unread, Open window or Archived.
3. Or type a name, number, words from a message or a label in Search or start a new chat.

Each chat shows the name (taken from the student or staff record when the number matches), the last message, its time and the number of unread messages. Pinned chats stay at the top.

Reply to a parent#

1. Select the chat.
2. Type in Type a message and select the send button.
3. To reply to one particular message, open its menu and choose Reply; your answer quotes it.

The ticks beside your message show its progress, as in WhatsApp: a clock while waiting, one tick when sent, two ticks when delivered, and coloured ticks when read. A warning sign means it failed; the reason appears under the message, and Send again is in the message's menu.

Send photos, files and voice notes#

• Attach (the paperclip) sends a photo, video, document (such as PDF, Word or Excel) or audio file. You can add a caption before sending.
• Record a voice message (the microphone) records from your computer's microphone. Select Send when done, or Cancel. Allow microphone access when the browser asks.
• Emoji opens the emoji picker.

If a file is too large, the desk tells you. WhatsApp itself limits the size of pictures, audio and video.

Start a new chat#

1. Select New chat (the + button).
2. Type the Number with country code, for example 919876543210, and optionally a Name, or search the contacts listed below.
3. Select Open chat.

If the person has not written to the school in the last 24 hours, you must start with an approved template. See Message templates and Meta approval.

Organise chats#

Open Contact info from the chat's menu or header to:

• change the Name shown here;
• add or remove Labels, such as Fees or Needs reply;
• Pin to top, Archive, or Block this number (a blocked number cannot message the school until unblocked);
• see Starred messages, Photos and Documents in the chat.

From a message's menu you can also Star, Copy text and Download attachments, and react with an emoji.

Business profile#

1. Open the Menu at the top of the chat list.
2. Choose Business profile.
3. Edit About, Description, Address, Email, Websites and Category.
4. Select Save profile.

The profile picture is changed in Meta's WhatsApp Manager.

Good to know#

• When someone replies from the desk, the WhatsApp assistant stays quiet in that chat until the parent asks for the menu again. See The WhatsApp assistant.
• Messages the ERP sends by itself, such as fee receipts, appear in the same chat as the parent's replies.
• Older messages load with Load earlier messages at the top of a chat.
• Times are shown in IST.

Troubleshooting#