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Read this page to close a finished conversation, to find it again, and to know what to do when a plain reply will not deliver.

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Close a finished conversation

When the customer has their answer, close the conversation.
1

Select Close in the thread header

Kai asks you to confirm. The message says the conversation leaves the open queue, and that you can reopen it any time.
2

Confirm

The conversation leaves Open. It is now in Closed.
Closing changes one thing: where the conversation sits. It does not delete anything, it does not tell the customer, and it does not end your relationship with that person. The messages stay. The customer record stays. Close often. A queue that only grows tells you nothing about what still needs work.
The Kai inbox

The inbox. Closed conversations leave the Open segment.

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How a closed conversation comes back

A closed conversation comes back on its own. When the customer writes again, the conversation reopens and returns to Open. You can also bring it back yourself:
  1. Select Closed at the top of the list.
  2. Find the conversation. Search works here too, and it ignores the segment.
  3. Open it, then select Reopen.
Reopening asks for no confirmation. It is the undo of close.
Archive is not Close. An archived conversation is read only and permanent. If the customer writes again, the message starts a new conversation instead of reopening the old one. Use Close.

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The WhatsApp 24 hour window

WhatsApp allows a free-form reply only inside 24 hours of the customer’s last message. This is Meta’s rule, not a Kai setting, and nobody in your workspace can turn it off. The details panel shows the state under Reply window: either the time the window closes, or Closed. Inside the window, write and send as normal. Outside the window, the composer says:
The 24-hour WhatsApp window has closed. Only template messages can be sent until the customer writes again.
Your message will not deliver. Do not send it again, and do not retype it in another form. The result is the same.

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What to do instead

1

Select Use a template

The composer changes to the template picker. It offers the templates that Meta approved for your account.
2

Select a template that fits

Pick the one closest to what you wanted to say. Kai fills the variables it can from your profile and from the customer record.
3

Fill what is left, then send

If your profile has no name, Kai asks you to add it first.
The customer’s reply opens a new 24 hour window. The plain composer comes back, and you can answer normally.
If the picker says no approved templates exist yet, stop and tell your manager. Templates are added in Settings, which your role does not open.
For the whole composer, and for the delivery ticks beside each message, see The inbox.

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Practice

  1. Open a conversation you finished today. Select Close, then confirm.
  2. Select Closed at the top of the list. Find that conversation and select Reopen.
  3. Open a WhatsApp conversation and read Reply window in the details panel. Note the time it closes.

Send a Kai draft

Use what Kai wrote, change it, or write your own reply.