Reply to a WhatsApp customer

When a customer messages your connected WhatsApp number, the conversation appears in the Yesoma Inbox with a suggested reply you can review before sending.

Review the conversation

1. Open Inbox and select the inquiry.
2. Confirm the composer says Reply by WhatsApp. Yesoma selects WhatsApp when it is the latest inbound channel.
3. Read the customer conversation and the suggested reply.

If Email or SMS is also available, use the channel selector deliberately. Yesoma does not silently switch channels. Starting another channel appears as Start an Email conversation or Start an SMS conversation.

Edit and save the reply

The suggestion is a starting point. Edit it so it sounds right for your business, then select Save changes.

Your saved draft is the version Yesoma keeps for review. A refreshed suggestion will not replace a draft you already saved. If you edit after saving, save again before sending; Yesoma blocks a send while there are unsaved changes.

Saving also binds the exact reply to your review. Save changes, Review & send, and the final confirmation stay attached to that same message. Yesoma checks the saved version again immediately before sending, so a stale tab or a later edit cannot silently send different wording.

Review and send

1. Select Review & send.
2. Check the customer, channel, and exact reply.
3. Select Send WhatsApp reply.

Do not navigate away while the reply says Sending…. The conversation timeline then shows Sent, Delivered, or Read when that evidence becomes available.

Check the reply time

WhatsApp replies are available for a limited time after the customer messages you. When the window is open, Yesoma shows the exact expiry, such as:

You can reply on WhatsApp until 4:32 PM tomorrow.

When it has closed, ordinary AI or typed replies are unavailable. If the Case has a saved language from the current Yesoma version that says Meta approved, you can still send that exact template:

1. Open Saved templates in Case Preview or Full Case.
2. Apply the matching language labeled Meta approved.
3. Save the exact rendered reply.
4. Select Review approved template, confirm it, and send.

If you type or polish the applied wording, it no longer matches the version Meta approved. Reapply the approved language before sending. Pending, rejected, paused, disabled, failed, and not-submitted languages do not unlock the closed reply period. If no approved language is available, ask the customer to message your business again.

Sending an approved template does not itself open the free-form reply period. The customer must send a new WhatsApp message. That inbound message opens a new limited reply period, and Yesoma displays its expiry. While it remains open, you may send more than one distinct free-form follow-up; save and review each reply before sending it.

If the reply is blocked

Yesoma does not bypass customer opt-outs, workspace pauses, assignment rules, permissions, or connection checks. Read Why can’t I send a WhatsApp reply? for the matching next step.