Managing Chat Statuses in TalkWhy
alkWhy organizes your WhatsApp conversations into six statuses. Here's how to use them. TalkWhy organizes your WhatsApp conversations into six statuses. Each status tells you what action a chat needs next.
The Six Chat Statuses
Unread — New messages you haven't opened yet. These are your highest priority. Check them first thing every morning and throughout the day.
Open — Conversations that are active and need your attention right now. You're messaging back and forth with the customer and working to resolve their issue.
Pending — Conversations that are on pause. You're waiting for the customer to reply, or you're waiting for information from another team member. Review these daily so nothing gets forgotten.
Resolved — Conversations where the customer's issue is fully solved and they're satisfied. Only mark a chat Resolved when you're sure the conversation is complete. If the customer replies later, it will automatically move back to Open.
Archive — Old conversations you want to keep for reference but don't need in your daily view. Archive Resolved chats after a week or two to keep your dashboard clean. Archived chats are still searchable anytime.
Spam — Unwanted messages like marketing spam, wrong numbers, or bots. Mark these immediately so they don't clutter your inbox or affect your analytics.
How to Change a Chat Status
Step 1: Log in to your TalkWhy dashboard at talkwhy.com.
Step 2: Click the conversation you want to update from the left sidebar.
Step 3: Look at the top of the chat panel. You'll see the current status displayed.
Step 4: Click the status dropdown menu.
Step 5: Select the new status from the list. The chat will automatically move to the matching folder. No save button needed.
Daily Workflow Tips
Start your day by checking Unread chats — these customers are waiting for your first response. Midday, review Pending chats and follow up if the customer hasn't replied. Keep your Open chats moving toward resolution. At the end of the day, mark finished chats as Resolved and Archive old ones. This keeps your dashboard focused and your team efficient.
Common Mistakes to Avoid
Don't leave all chats as Open forever. Move them to Pending when waiting, and Resolved when done. Don't forget to check Pending chats daily. Mark Spam correctly instead of leaving it as Open or Resolved. Only Archive chats after the issue is fully resolved.
If you have any issues or questions about managing chat statuses, connect with our support team via live chat on talkwhy.com or email us at [email protected]. We're here to help.
