> ## Documentation Index
> Fetch the complete documentation index at: https://failfast.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp chats

> A shared WhatsApp inbox inside Fail Fast, with templates, handoff between bot and humans, and team assignment.

**Chats** brings your company's WhatsApp conversations into Fail Fast as a shared inbox. Your team answers customers from one place, conversations can be handed between an automated attendant and a person, and everything stays visible to the teammates who need it.

<Note>
  **Chats** appears in the sidebar only when WhatsApp is enabled for your workspace and your role has the WhatsApp permission. An administrator configures the connection in **Settings → Integrations → WhatsApp Business** — see [Integrations](/docs/admin/integrations). For who gets the permission, see [Roles and permissions](/docs/admin/roles-and-permissions).
</Note>

## What you can do in the inbox

* **Browse and find conversations.** The conversation list supports filters and search, and conversations carry states so you can tell what needs attention.
* **Exchange rich messages.** Supported message types include text, images, video, audio and voice notes, documents, stickers, and location.
* **Reply, quote, and forward.** Answer a specific message by quoting it, or forward messages where they need to go.
* **See delivery status.** Know whether your messages went through.
* **Reassign conversations.** Hand a conversation to another teammate when they're better placed to answer.
* **Start new chats.** Use the contact directory to find a contact and open a conversation.
* **Send template messages.** Approved WhatsApp templates are how you initiate a conversation — WhatsApp requires a template to message someone who hasn't written to you first.

## Bot and human handoff

Conversations can be attended automatically, and a person can take over at any point. This lets routine questions resolve on their own while your team steps in for anything that needs judgment.

## Common tasks

<Steps>
  <Step title="Answer with a template">
    Open or start the conversation, choose one of your approved WhatsApp templates, complete any information it needs, and send. Use this whenever you're initiating contact rather than replying.
  </Step>

  <Step title="Send a voice note">
    In an open conversation, record a voice note and send it — useful when a spoken answer is faster or clearer than typing.
  </Step>

  <Step title="Reassign a conversation">
    From the conversation, reassign it to another teammate. They pick it up with the full message history in place.
  </Step>
</Steps>

## Automating WhatsApp messages

Workflows can also send WhatsApp messages: the **WhatsApp** node sends template messages or replies to conversations as part of an automation — for example, confirming a request the moment a form is submitted. See the [Node reference](/docs/automation/nodes).

<Tip>
  Combine both sides: let workflows handle the predictable messages, and keep the shared inbox for the conversations that need a person.
</Tip>