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What it is for

Messages from the WhatsApp groups of your numbers show up in the Inbox, separate from one-to-one conversations. That way you can follow and reply to a group without mixing it with the customer queue.

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Who can do it

Anyone with access to the inbox (the WhatsApp number) can see and reply to its groups: “Anyone with access to the inbox can see and reply.” The Groups tab does not depend on a module and shows up for all organizations. The agency can hide it in the portal (a client interface option). If it does not show up, talk to your agency.

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Where to click

  • In Chats, the Groups tab in the tab bar (in narrow lists, it sits inside More). It shows one card per group, with the new messages.
  • At the top of the Inbox page there is also the Groups tab, with the groups as cards and their management (Open the Groups module).

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Step by step

1

Open the Groups tab

Click Groups. The number next to it shows groups with unread messages. Muted groups only count when someone mentions you.
2

Open the group

Click the card or the row. The row shows WhatsApp group, the number of participants and You were mentioned when that applies.
3

Reply

Write in the message field as in any conversation. See How to reply to a conversation.
4

See the group details

Open Group details to see the inbox, the Participants and who is an Admin. To manage the group, use Manage in the Groups module.

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What is different from a customer conversation

The panel warns: “Groups don’t go into the queue and have no assignee or SLA.” In practice:
  • A group does not show up in Waiting, All, Mine or Unread. It lives only in the Groups tab.
  • There is no Resolve button and no calling (Calling unavailable in groups).
  • Some actions in the conversation menu show Not available in groups.

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Common errors

  • No groups here. Group conversations show up after the number receives group messages.
  • This number does not receive group messages (tagged no groups). The option is off in the inbox: turn it on in the inbox settings › Receive group messages, or ask whoever manages the inboxes. On the phone, the messages keep arriving.
  • Official WhatsApp doesn’t receive groups. To see groups, use a number connected by QR Code.
  • No groups found for your search. Click Clear search.
  • Could not load groups. Check your connection and use Try again.

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Next step