Who shows up here
The rule is simple: sending a campaign doesn’t open a conversation. A reply does.- People who replied to a campaign or a flow, or who messaged you on their own, show up here.
- People who only received the campaign don’t. The send results live in the campaign tracking.
- People you reached out to with New conversation also show up, marked You started it · no reply yet, until they reply.
The three views
The Needs a reply queue is sorted by deadline, not by newest message: the conversation whose window closes first comes first. That way you don’t lose someone who is about to drop out of the window.
When you reply, the conversation leaves the queue on its own. You don’t need to mark anything.
The number in the menu
The number next to Conversations counts WhatsApp conversations where the customer spoke last and the 24-hour window is still open. That’s what you can answer right now with free text, no template cost. So it can be smaller than the Needs a reply count: that view also includes people who wrote more than 24 hours ago. They are still waiting, but replying to them now takes an approved template. The number refreshes on its own about once a minute. Each conversation’s unread dot clears when you open it.The 24-hour window
This is Meta’s rule, not Cliqo’s. The window opens when the customer sends you a message and stays open for 24 hours from their last message. Your reply doesn’t reopen the window.
The badge at the top of the conversation shows the time left, for example 24h window · 3h 20min. It turns amber when less than 1 hour is left and changes to 24h window closed when time runs out. In the list, a small clock shows the hours left.
Cliqo also checks the window when sending: free text outside the window is refused, even if the screen is out of date.
Replying
1
Open the conversation
Tap the conversation in the list. On a phone, the conversation fills the whole screen.
2
Write and send
Type in the box at the bottom. Enter sends and Shift+Enter adds a new line. The limit is 4,000 characters.
3
Follow delivery
The ticks next to the time show whether the message was sent, delivered or read. A red icon means it failed.
When the window is closed
The text box is replaced by a list, with a notice that the person must have messaged you in the last 24 hours.- Under Pick an approved template, tap the template.
- Fill in every variable. The preview shows how the message will look.
- Tap Send template. To change it, use Pick another.
Resending a message that failed
On one of your text messages that failed, Resend appears. It sends a new message with the same text. The failed one stays marked as failed.- With the window closed, Resend is disabled.
- If the same text already went through after the failure, Already resent shows instead of the button. This avoids sending the same message twice.
Resolving a conversation without replying
Not every message needs an answer. Resolve, at the top of the conversation, takes it out of the queue. It stays under All, in the Resolved group. Reopen puts it back in the queue.If the customer writes again in a resolved conversation, it stays under Resolved. Check that group now and then and tap Reopen to put the conversation back in the queue.
People who asked to opt out
When someone replies with just the word SAIR (or one of the other words in the table above), the conversation moves to Asked to opt out, leaves the queue, and the text box locks with a notice that the contact opted out. This view stays on screen even when empty, so you can check who left before sending again.Starting a conversation
New conversation, at the top of the screen, opens the Start a conversation panel.- Enter the number with country and area code (e.g. 5511999998888). If you forget the 55, Cliqo adds it.
- Under Pick an approved template…, choose the template and fill in the variables.
- Tap Send and open.