Use the inbox
- Open the WhatsApp Chats page for the intended connected account.
- Select the customer conversation and verify the sender number.
- Check whether the chat is linked to a CRM lead. Use View in CRM to confirm the identity and pipeline.
- Review incoming messages, attachment context, recent AI actions and the selected lead's stage.
- Send a human reply or adjust AI/follow-up controls if your role permits.
Manual versus AI responses
A manual reply and an AI reply must both pass account permission and sender routing. If you disable AI on the lead or stage, that setting should stop eligible automated replies without preventing an otherwise permitted human action.
Status meanings
- Queued: SHVYA has recorded a request, but it may not have been sent.
- Sending / processing: worker or transport execution is in progress.
- Sent / accepted: the transport or provider has accepted an outbound attempt.
- Delivered / read: additional provider acknowledgements, where available.
- Failed / uncertain: inspect the persisted reason; do not blindly send again if the provider may have accepted it.
If the contact is not linked
Check number normalization, correct organization, active pipeline and channel account. Avoid linking a contact from another organization or moving a lead just to bypass sender rules.