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Hi!

We have connected ManyChat to our WhatsApp Business.

We have a question:
When we reply to a customer via the ManyChat interface, automation is disabled for 30 minutes and the bot stops sending messages - which is absolutely true.

However, when we reply directly via the WhatsApp Business app on the phone (without using ManyChat), the bot continues to reply automatically, as if there was no response from the operator.

Please clarify:
Is it possible to configure the system so that any response from the operator, including those sent via the WhatsApp Business mobile app, also disables automation in ManyChat?

This is crucial for correct communication with customers, since sometimes it is more convenient to reply manually over the phone.

We would appreciate advice on setting up or recommendations on how to implement such logic.

Hi, ​@Darkhan!

 

You probably connected your WhatsApp number using the Coexistence beta feature. 

This enables the possibility to still continue using the phone app while connecting it to the Business API in order to automate it, broadcast, etc.

 

Unfortunately, the “pause automation” only works if you're using Manychat's native live chat. If you respond via WhatsApp's App, there's no way (at the moment) to Manychat get the information that some message was sent outside an automation.

 

What you could do is install Manychat's mobile app on your phone and use it to talk to your leads/customers. This will pause the automations as expected.

 

Hope this helps! 

🙌

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