Set opening hours and response targets once, then see who is meeting them
Support you can actually manage, on WhatsApp. Invite teammates as agents or admins, build a business-hours calendar with your real holidays in it, and set first-response and resolution targets that are counted only while you are open. A message that arrives at 11pm on a Sunday does not put you in breach at midnight.
Kasama saWiz BotWiz CampaignWiz Pro
- Targets are counted against your calendar, so overnight and holidays do not create false breaches
- Working minutes
- Named calendars with a timezone, a weekly schedule and the days you actually close
- Holidays included
- A date-ranged report of first-response and resolution performance
- Met vs breached
Para kanino ito
The business that has grown past "whoever sees it first replies", and now has a customer complaining that nobody got back to them.
Ang alalahanin na sinasagot nito
"We can't measure WhatsApp support the way we measure email." You can: targets in working minutes, breach reporting, and per-agent assignment.
How to run a support team on WhatsApp
Invite the team
Invite by email. Each person joins with a link and signs in with the address you invited, as an agent or an admin.
Describe your week
Build a business-hours calendar: a timezone, the weekly schedule, and the holidays you actually close on. Mark one as the default.
Set the targets
Choose a first-response target and a resolution target in minutes, measured against that calendar — or run them around the clock instead.
Read the report
See met and breached counts for both targets over a date range, with a status breakdown.
The distinction that makes an SLA honest
A sixty-minute first-response target measured against wall-clock time will mark you late for every message that arrives after closing. Measured in working time against a calendar that knows your hours and your holidays, the same target means what you intended: an hour of the time you are actually open. That difference is what separates a helpdesk you can manage from a badge that says "late" because someone messaged at 11pm on a Sunday.
Everything that makes the inbox a team tool
- Invite teammates by email; they join with a link and sign in with that address
- Two roles: agent and admin
- A member list, with access you can revoke
- Labels with colours, created and edited centrally, attached in the inbox
- Canned replies, saved once and dropped into the composer
- Named business-hours calendars with timezone, weekly schedule and holidays
- First-response and resolution targets in minutes
- Optional auto-close after a set number of hours
- A date-ranged report of met and breached targets
Around the clock, if that is what you are
Not every team keeps office hours. A policy can be attached to a business-hours calendar or set to run continuously, so a 24/7 operation is measured continuously and a shop is measured on shop hours. A default policy applies to new conversations, so nothing arrives unmeasured.
Mabuting malaman
Kung saan humihinto ang feature na ito, sabi nang diretso — para walang sorpresa pagkatapos mong bumili.
- These screens configure the shared inbox, which requires any plan — Wiz Bot, Wiz Campaign or Wiz Pro.
- Two roles only: agent and admin. There is no custom permission matrix, and we do not imply one.
- Team members can enter the shared inbox only. Campaigns, templates, contacts, the flow builder and settings default to owner and admin access.
- A teammate must sign in with the exact email address you invited.
- The SLA report covers conversations that have a policy attached; conversations without one are reported separately as having no policy rather than counted as passes.
Kasama sa
Bahagi ang feature na ito ng mga planong nasa ibaba.
- Wiz Bot
- Wiz Campaign
- Wiz Pro
Mga Madalas Itanong
Does an overnight message put us in breach?
Not if the policy is attached to a business-hours calendar. Targets are counted in working minutes, so the clock pauses when you are closed and resumes when you open.
Can I have different permissions for different people?
There are two roles — agent and admin. There is no custom permission matrix. Agents work the shared inbox; campaigns, contacts, templates and settings stay with the owner and admins.
Can I set targets that run 24/7?
Yes. A policy can run continuously instead of being attached to a calendar, which is the right setting for a round-the-clock operation.
What happens to conversations nobody closes?
You can set an auto-close after a number of hours, or leave that blank to keep them open until someone acts.
Can I see which agent is missing targets?
Conversations carry an assignee, and the report shows met and breached counts for first response and resolution over a date range, with a status breakdown.
How does a teammate join?
You invite them by email and they get a join link. They must sign in with the exact address you invited — which is what stops an invitation being forwarded and used by someone else.
Galugarin ang Iba Pang Features
Tuklasin ang iba pang tools na ginagawang kumpleto ang WizMessage bilang WhatsApp platform.
- Shared inboxLahat ng usapan sa nakakonektang numero, may nakatalagang tao, status, label at internal na tala. Helpdesk ito, hindi salamin lang ng chat.
- Bot EscalationsWhen the bot should not answer, or the customer asks for a human, the conversation is raised in a queue and a person replies. The customer never repeats themselves.
- Mobile AppNot a cut-down viewer. Campaigns, the flow builder, team management and SLA policies are all there, and it works offline.
- AnalyticsDelivery performance, messaging spend by category, and account health — on one screen.
- Wiz CopilotAn in-app assistant that operates the dashboard by conversation — and stops at an approval you can read and edit before anything changes.
- Knowledge BaseYour price list, policy or FAQ becomes the chatbot's source of truth. No prompt engineering, no retraining.