Before you start
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- A connected WhatsApp number, on a plan with WhatsApp AI
- See WhatsApp chats in your role, and access to the number
- AI credits left in your plan's allowance; each draft uses 1
Open the Inbox and press Review
A gold line above the conversation list reads, for example, 2 conversations went quiet. Press Review to open the first: the hottest, and the one closest to expiring. A draft is written only when:
- the customer asked for something and the AI rated them a Hot or Warm lead, not yet marked Won or Lost
- the last message is yours or the AI's, and they haven't replied for about 4 hours
- at least 3 hours of WhatsApp's 24-hour window are left
Drafts are written during your opening hours, so someone is there to send them.
screenshot · Inbox list with a gold line for conversations that went quiet · 1440 × 900
Read the card above the message box
It says They went quiet · the AI drafted a follow-up, how long is left (5h left to reply), why this chat was chosen, and the draft: one or two sentences in the customer's language. Nothing is ever sent by itself.
screenshot · Follow-up card with the AI's draft above the message box · 1440 × 900
Pins 2 and 3 are on the same screen.
Send, edit or skip
Send sends it from your number, as you. It doesn't take the chat over, so the AI still answers if they reply. Edit puts the text in the message box to change first. Skip asks you to confirm, because this is the only follow-up for this conversation.
WhatsApp accepts only a template once 24 hours have passed since the customer's last message, so drafts appear while you can still reply freely. There is one draft per silence; if they write again and go quiet again, a new one can come.
If it doesn't work
| What you see | What to do |
|---|---|
| "Too late to reply" | The window has closed. Send an approved template instead. |
| No gold line appears | The chat may not meet the conditions in step 1, or you're outside your opening hours or out of AI credits. |
Next
- Message templates — reach a customer after the window closes
- Mark a lead won or lost — a decided lead is never chased