WhatsApp chat monitoring

What is monitored, and what is not

Marketing › WhatsApp › Conversations lists every chat on the numbers your company connected to BMexa. Each message was already saved when it was sent or received, so nothing new is collected; the page simply reads it back and arranges it.

A rep’s own phone is never read. BMexa has no access to personal WhatsApp accounts, only to the business numbers on the company’s WhatsApp Business Account. That is also the privacy line: conversations with people who are not yet clients are counted, and their number is shown masked, so a wrong number never turns into a record.

Sessions

• A session is a stretch of conversation; once nobody writes for six hours, the next message starts a new one.
• Each session shows who wrote first, how many messages each side sent, how many the team typed by hand rather than an automation, how long our first answer took, and whether it ended with the client waiting.
• The list marks a conversation as waiting on us when the client wrote last, and waiting on them when we wrote last by hand. An automatic message does not count as us waiting for them.

Finding a conversation

1. Filter by period, by number, by whether the person is already a client, or show only the ones nobody has answered.
2. Search by client name, phone number or enquiry code.
3. Click a row to read the whole conversation, with each message labelled by who sent it and which automation sent it. Open client jumps to the client page.