Message actions
React, check delivery, forward, star, pin, select messages, and export a chat.
Open a message's Message actions menu to work with that message. On desktop, hover over the bubble to reveal the menu, or right-click it. Use these actions to check delivery and keep useful messages easy to find.
React to a customer message
Who can do this: the owner or members whose role includes sending messages, when reactions are available in the WhatsApp conversation.
Open a received message's Message actions, choose React, then pick a reaction. You can also use React to message beside the bubble. More reactions opens the full picker. Choosing your current reaction again removes it.
Reactions are available on customer messages, not your outbound messages. If a reaction fails, the dashboard removes the pending change and shows the send error.
Check message delivery
Open Message actions on an outbound message and choose Message info. The panel shows the message and its delivery details (1).
| Mark on an outbound message | Meaning |
|---|---|
| Clock | Queued or Sending. |
| One tick | Sent. The message has been sent, but delivery is not yet confirmed. |
| Two ticks | Delivered. |
| Blue two ticks | Read, or Played for audio when reported. |
| Failure icon | Failed. Read the failure reason before resending. |
Message info shows timestamps when available. A missing timestamp appears as a dash. Voice messages also have a Played row. A row without a time is not confirmation that the event happened.
Forward messages
Who can do this: the owner or members whose role includes sending messages in the source and destination conversations they can access.
Open forwarding
Choose Forward from the message menu. You can forward text, images, videos, audio, documents, and stickers.
Choose conversations
Use Search chats to find destination conversations. Select up to five WhatsApp chats.
Send the copies
Select Send. If asked to take over chats from another responder, review the confirmation. Check any error shown next to a destination.
Forwarding sends a new message to each destination. WhatsApp's reply-window rules still apply. Interactive messages, message templates, locations, and shared contacts do not have a forwarding action.
Star and pin useful messages
Who can do this: the owner or members whose role includes organizing messages. Stars and pins are shared with your workspace.
- Choose Star in Message actions to save a message for later. Choose Unstar to remove the star.
- Open Conversation actions > Starred messages to browse stars in this conversation. You can also open Starred messages from Contact info. Select a message there to jump to it in the thread.
- Choose Pin to keep a message in the pinned bar above the thread. Select the bar to jump to a pin; repeated selections cycle through multiple pins. Choose Unpin in the message menu or Pinned message actions to remove it.
A conversation can have three pinned messages. Adding another pin replaces the oldest pin. Stars and pins organize messages within Watification.
Select several messages
Start selection
Open Conversation actions and choose Select messages.
Choose messages
Select the messages you want. The header shows the selection count.
Apply an action
Use Copy, Star or Unstar, or Forward, according to your permissions. Use Cancel selection to exit.
You can forward up to 30 selected messages at a time. Forward is disabled if the selection contains a message type that cannot be forwarded.
Export a chat
Open Conversation actions and choose Export chat. The dashboard loads the history and downloads a text file in chronological order. Use Cancel in the progress notice to stop it.
The export includes message text and available captions. Media is represented by text descriptions, not embedded files. If the 20,000-message export limit is reached, the completion notice says so.
Troubleshooting
If a forward partly fails, check the error next to the affected chat. Retrying in the same dialog retries copies that have not yet been accepted, rather than resending accepted copies.
If media is unavailable, forwarding it can fail. If a star or pin cannot be saved, the change is rolled back and the dashboard shows an error.
For send errors, see reply troubleshooting. For customer details, see Contact info.