What happens to a WhatsApp chat in Repli: how it reaches the shared inbox, links to a contact, gets an AI or keyword reply, is assigned to an agent, resolved and followed up.
The business connects a WhatsApp Business number through Meta’s embedded signup inside Repli.
WhatsApp passes the message to Repli, and it appears in the shared inbox.
Repli matches the chat to a contact by WhatsApp phone number, so history, notes and deals stay together.
If you switched them on, a keyword rule or the AI agent answers first.
A team member is assigned, takes over from the AI, sets a status, adds notes, deals or tasks, and resolves the chat.
Within 24 hours of the customer’s last message you can reply freely. After that, only an approved template can be sent.
Closed. The customer is told, the AI takes over again, and the agent is free for the next chat.
Agents see the full history, including photos, voice notes and documents.
An agent goes online, or a chat is assigned or moved up a level.
Repli gives waiting chats to online agents, and moves escalated chats to the next senior level.
The AI replies using your instructions and tools, such as appointment booking.
Uses AI credit. It only knows what you give it, and can be wrong.
AI and automations pause for that chat. Each takeover is logged with how long it lasted.
Messaging the customer later still needs an approved template after 24 hours.
The deal moves through new lead, contacted, quoted, won or lost.
Shopify only in the CRM. The Store workspace is in private beta.
See the WhatsApp marketing guide for templates, consent and charges.
The inbox handles chats customers start, or that are already running. Campaigns are messages you send first to a chosen list, using approved templates. They are set up separately.
When an agent clicks Take over, the AI and other automations pause for that chat. The AI can also hand a chat to a person if you set up human transfer. Hand back or Resolved returns the chat to the AI.
Only agents you invite to your workspace can see your CRM. Other Repli workspaces cannot see it. You can set agent levels, and agents can be limited to chats assigned to them.
Only what your instructions and connected tools give it, such as business details, appointment booking or, if you connected it, store data. Refunds, complaints and anything unclear should go to a person.
Only with a template Meta has approved. WhatsApp allows free-form replies only within 24 hours of the customer’s last message.
Respect it and stop messaging them. Repli does not currently remove people automatically when they reply STOP, so exclude them from future sends yourself.
Growth (₹999/month) and higher plans include WhatsApp CRM. Extra agent seats are billed per agent. See pricing for details.
How a WhatsApp conversation moves through Repli, in six steps
How a message becomes a contact, how your team sees it and how it gets resolved.
When a customer messages your WhatsApp number, the chat lands in one shared inbox, linked to that customer’s contact record. Automation can answer first. Then your team assigns, handles and resolves it, and follows up within WhatsApp’s rules.
The conversation history, including photos, voice notes and documents customers send.
Saved segments let you group contacts, for example by tag or stage.
Agents go online to receive waiting chats, and offline to stop.
tells the customer, returns the chat to the AI and gives the agent the next waiting chat.
Hi, do you have the blue sofa in stock? I also want to change my delivery date.
Yes, the blue sofa is listed. For delivery changes, I’ll connect you to the team.
The chat is assigned to Meera, who takes over. She adds a note, “wants delivery moved to Friday”, and a task for the warehouse.
Arjun says no. Meera marks it Resolved. He is told, and the AI handles his next message.
you message an opted-in list first, using approved templates.
Invited agents, and agent levels if you want to move chats up.
Free-form replies only within 24 hours of the customer’s last message. If that window has closed, the “resolved” message may not be delivered.
AI answers depend on your instructions and can be wrong. Review sensitive topics yourself.