What this helps you do

Keep useful team-only context beside a customer chat and prepare reusable answers without sending them by mistake.

Before you start

Open a conversation. Your role must separately allow the tag, note, or quick-reply action you want to use.

Steps

  1. Add a short tag when the chat needs a reusable label.
  2. Add a private note when teammates need customer-specific context.
  3. Check Activity before taking over somebody else's work.
  4. Insert a quick reply for repeated wording.
  5. Personalise the inserted message before sending it.

Use tags to label a conversation

In the conversation's right panel, add an existing tag or type a new tag name. A tag can be up to 40 characters. Tags are reusable labels such as VIP, Exchange, or Needs invoice.

Removing a tag from one conversation does not delete that tag from other conversations.

Use private notes

Add a note when your team needs context that the customer should not receive. For example: Replacement approved by Riya. Wait for warehouse photo.

A note can contain up to 5,000 characters. You can edit or delete it later if your role allows notes. The newest notes appear first, and the compact panel initially shows only a small preview.

Notes are internal team information. They are not WhatsApp messages and are not sent to the customer.

Read the activity timeline

Activity records important team changes, including:

  • status changes;
  • assignment changes;
  • marking a chat unread;
  • adding or removing a tag;
  • adding, editing, or deleting a note; and
  • creating, editing, or deleting a quick reply.

Use it to understand what happened before you joined the conversation. Activity is a history; it is not a to-do list.

Create a quick reply

  1. In Quick replies, select Add quick reply.
  2. Enter a short Title, such as Dispatch update. The title can contain up to 80 characters.
  3. Enter the reusable Message. It can contain up to 2,000 characters.
  4. Save.

The title is for your team. The message is the text that goes into the composer.

Use a quick reply safely

Choose the quick reply from the composer. Upstorr inserts it into the message box; it does not send it immediately. Replace names, order numbers, dates, or promises that differ for this customer, then send.

Quick replies cannot bypass WhatsApp's 24-hour window. If an audio, voice, or sticker attachment is already selected, send the text separately because those media types cannot have captions.

Manage saved replies

Select the pencil beside Quick replies to edit or delete saved replies. Deleting one removes it from the Inbox picker for the team. It does not delete messages that were already sent using that text.

What happens next

Tags and notes stay with the conversation, quick replies stay available to the team, and important changes appear in Activity.

Common problems

  • A note reached the customer: A note cannot send itself; check whether somebody copied it into the message box and sent it.
  • A saved answer is outdated: Edit the quick reply so future uses contain the corrected wording.
  • The save button is disabled: A note needs text; a quick reply needs both a title and message.
  • Tools are read-only: Your role may allow viewing the chat without managing that collaboration tool.