Using WhatsApp conversations

WhatsApp conversations live in Clients → Conversations (left menu, then the Conversations tab). It's the inbox of the number you connected: you read, reply and see the contact card alongside. It's part of the Oracle plan and above; below that the tab shows a padlock and a View plans button. On Demigod, a seat that hasn't been upgraded to Oracle sees the line saying the seat needs to be upgraded in Team. To link a number, see Connecting your company's WhatsApp.

Finding a conversation

1. Open Clients → Conversations. The most recent conversations are at the top of the list.
2. If you can see more than one number, buttons appear at the top of the list (for example Team and My number, or the name of each number). Click the number you want to see.
3. To search, type in Search name or number. The All, Unread and No prospect filters narrow the list.
4. Click the conversation. At the top of it, the Contact card button opens or closes the contact's card (prospect, campaign, deal and last meeting).

Replying and acting on a message

1. Write in the Message field. Enter sends and Shift+Enter adds a new line. You can also click Send.
2. To quote a message, hover over it and click Reply; the field then shows “Replying to…”.
3. To react with an emoji, hover over the message and click React; pick one of the quick emojis or More emojis. Clicking the same emoji again removes the reaction. To put an emoji in your text, use the Choose emoji button inside the field.
4. Under More actions (the three dots on the message) you'll find Forward (it goes out from the same number, marked as forwarded and without your signature) and Delete for everyone, which only works on your own messages and only up to 48 hours after sending. Hades asks you to confirm first.

Under a message you sent you'll see WhatsApp's ticks: clock (sending), one tick (sent), two (delivered) and two blue (read). Two phrases deserve attention: not sent (it definitely didn't go out; in some cases a Try again button appears) and not sure if sent (the connection dropped before the reply). In the second case, check on your phone before sending again — Hades never resends on its own, so the client doesn't get the same message twice. Messages you sent straight from the phone are marked from phone.

Audio and files

1. File: click the paperclip (Attach file), or paste a screenshot with Ctrl+V, or drag the file into the conversation. A preview appears with Send to the contact's name and the Caption (optional) field. Click Send.
2. Audio: with the message field empty, the microphone button (Record audio) appears in place of Send. The browser asks for microphone permission the first time. Click, speak, and click Stop and listen.
3. Listen to the recording and click Send, or Discard audio if you didn't like it. Cancel recording gives up midway.

• Photo (JPG, PNG, WebP), video (MP4), audio and document; other formats (a GIF or a .mov video, for example) go as a document. The screen warns you if a file goes over 16 MB (photo, video and audio) or 25 MB (document).
• A voice note records a minimum of 1 second and stops on its own at 10 minutes.
• A caption can be up to 1,024 characters, and audio goes without a caption.
• Audio, photos and documents the contact sends play or open inside the conversation. If the browser tab blocks the microphone, click the padlock next to the site address, allow the Microphone and try again.

Your name at the top of the message

On the company's numbers (the team's number and extra numbers), every message you send goes out with your name in bold on the first line and the text underneath, the way support CRMs do it: the client reads Ana Souza: and, on the next line, the message. It goes out like that with the Send button, on a file's caption and on a scheduled message. It isn't added to a voice note, a file without a caption, a forwarded message, or your personal WhatsApp, which never signs. Under the field, the screen says Sent signed as … with a Change link.

1. Click your photo (or your initials) at the bottom of the left menu and choose Profile.
2. In the WhatsApp signature section, untick Put my name in bold at the top of the messages I send from Conversations, like support CRMs do. to turn the signature off.
3. To change the name, write it under Name shown (up to 40 characters). Left empty, it uses your profile name.
4. Click Save.

Scheduling a message

1. Write the text in the Message field, without sending. The clock icon (Schedule to send later) appears beside it when there's text. It disappears if you're replying to a message, because a scheduled message doesn't quote.
2. Click the clock. In the Schedule this message box, pick In 1 hour, Tomorrow at 9 AM or Monday at 9 AM, or type the day and time under Date and time (Brasilia time).
3. Check the “Sends …” line and click Schedule.
4. To review or back out, open the scheduled-messages strip above the field and click Cancel on the message. Hades confirms before cancelling.

A scheduled message goes out on its own at the set time, even with the dashboard closed. You can schedule from 1 minute up to 60 days ahead, with up to 20 scheduled per conversation. It won't go out if WhatsApp is disconnected at the set time or if the server is down and the time slips more than 30 minutes; the strip marks Not sent and the reason. If it says Not sure if sent, check your phone before sending again.

A person or a bot on the other end

Hades reads each conversation's thread and tags who is on the other end: Person, Bot or To confirm. This is so you don't treat a company's automated service (“I'm the virtual assistant…”, option menus) as a customer reply. The tag is only a tag: Hades doesn't archive or delete any conversation because of it. It updates within a few minutes and can change when a new message arrives.

1. Open the conversation and look at the Who's on the other end block, in the contact-card panel. It shows the tag and the reason in one sentence (for example, “Introduced itself as a virtual assistant”, “Went back and forth with free text” or “Only sent a short reply: can't be sure”).
2. If you disagree, click It's a person or It's a bot. Your choice outranks Hades's, and it won't change it afterwards.
3. To hand the decision back to Hades, click Leave it automatic (the button appears once you've marked it).
4. In the list, once Hades has classified some conversation, the People, Bots and To confirm filters appear, each with a count. Bot conversations get a Bot tag in the list.

To confirm is when Hades can't be sure: a short, loose reply such as “Yes”, or only an image. A conversation where the contact hasn't replied at all doesn't fall under that filter.

Who sees what

• The team's number: the owner and managers always see it. A rep only sees it if a manager ticks Sees the team's WhatsApp on that rep's row, in Team (account menu).
• My WhatsApp (personal number): only the person who connected it sees it. The owner and managers only see it if that person ticks Share this number's conversations with the company's owner and managers, in Integrations, on the My WhatsApp row. Owners and managers can't read it by force.
• A rep with no access to the team's number and no personal number connected sees No WhatsApp inbox for you yet, with the way to connect theirs.
• Anyone who can see an inbox and has Oracle on their seat can reply through it.

Old number and disconnected number

• If the number drops, the tab shows WhatsApp disconnected. The conversations stay saved and come back when the number is connected again.
• After changing numbers, the inbox shows only the conversations of the number connected now; a new number starts an inbox of its own, and the old number's stay saved.
• An old number unused for 90 days has its conversations deleted. The inbox warns you 7 days before, with the number, the date and how many conversations, and the way to keep them is to connect that number again (Integrations → Manage).

The inbox settings

The gear icon at the top of the list (Conversations settings) shows the Connected number and the Media cache (the space audio, photos and documents take up; text doesn't count). Owners and managers get two buttons: Clear cache, which deletes saved files but keeps the text, and Stop showing conversations, which makes Hades stop saving the number's new messages and keeps the history, without disconnecting WhatsApp.

If it didn't work

• The tab shows a padlock — the plan (or the seat) doesn't include Conversations. Click View plans or ask for the seat to be upgraded in Team.
• The inbox is empty, with “No conversations yet” — the number is connected, but conversations only show up from the date the screen shows, as soon as someone messages you or you send from your phone.
• “Live updates dropped — checking every 15 s.” — the screen lost the real-time channel and now checks on its own. Nothing to do.
• “The connection dropped before the reply. Check the phone before sending again.” — I don't know whether the message went out. Check your phone.
• WhatsApp limited the number for new conversations — the screen says to reply to people who already messaged you or wait a bit. That's WhatsApp's own limit.
• A conversation vanished from the list — check that the number button at the top is the right one (each number has its own inbox) and that the filter is on All.

What this does not do

• Nothing is sent without your click, except the message you scheduled. The AI Copilot in the contact card only suggests a reply (Suggest a reply); you review it and send.
• A conversation doesn't become a lead on its own: Why the conversation didn't become a lead.
• The bot tag doesn't hide or delete the conversation.
• Delete for everyone only reaches your own messages, and only within the time window WhatsApp allows.