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Contacts & Conversations

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Contacts

Contacts are the people your business communicates with on WhatsApp, SMS, and Instagram.

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Adding Contacts

Manually:
  1. Go to Contacts → Add Contact
  2. Enter phone number (E.164 format, e.g., +919876543210)
  3. Add name, email, tags
  4. Set Opted In status
CSV Import:
  1. Go to Contacts → Import
  2. Download the sample CSV for the required format
  3. Upload your CSV file
  4. Map columns and confirm
CSV format: 
phone,name,email,tags,optedIn
+919876543210,John Doe,john@example.com,"vip,retail",true
+12125551234,Jane Smith,,lead,false
Via API: 
POST /api/whatsapp-api/contacts
Authorization: Bearer YOUR_API_KEY

{
  "phone": "+919876543210",
  "name": "John Doe",
  "optedIn": true,
  "tags": ["customer"]
}

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Opt-In Management

WhatsApp requires explicit opt-in before you can message contacts. Kaanha AI enforces this on every send.
SourceOpt-In Status
Contact messages you firstAuto opt-in
Manual toggle by agentManual opt-in
CSV import with optedIn: trueBulk opt-in
Contact replies STOPAuto opt-out
Opt-in details stored:
  • optedIn: boolean
  • optInSource: how they opted in
  • optInProof: timestamp or message reference

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Tags

Tags help you segment contacts for targeted broadcasts and automation. Add tags:
  • On the contact profile
  • Via CSV import
  • Automatically via Auto-Tagging rules
Auto-Tagging: Configure keyword-based rules at Settings → Auto-Tagging:
Rule TypeExample
containsMessage contains “order” → add tag “buyer”
exactMessage is exactly “PROMO” → add tag “promo”
startsWithMessage starts with “REF” → add tag “referral”
Auto-tags are applied to incoming messages automatically.

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Contact Timeline

View a unified history of all interactions with a contact:
  1. Go to Contacts → click a contact → Timeline icon
  2. See: messages sent/received, conversations opened/resolved, audit events

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CTWA (Click-to-WhatsApp Ad) Tracking

If a contact came from a WhatsApp ad, their ad metadata is captured automatically:
  • Ad source, headline, body
  • ctwaClid (Click-to-WhatsApp Click ID)
  • Stored in contact.attributes.ctwa
View CTWA attribution at Analytics → CTWA.

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Conversations

A conversation is a thread of messages with a specific contact.

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Conversation Status

StatusMeaning
OPENActive, awaiting agent response
ASSIGNEDAssigned to a specific agent
RESOLVEDClosed by an agent
BOT_ACTIVEFlow bot is handling it
AI_ACTIVEAI agent is handling it

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Chat Inbox

The Chat page shows all conversations sorted by last activity:
  • Filter by status, assigned agent, or channel
  • Search contacts by name or phone
  • Bulk actions: mark read, star, archive, delete

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24-Hour Window

WhatsApp allows free-form messages only within 24 hours of the last customer message. After 24 hours, you must use an approved template. The chat header shows a countdown timer when the window is approaching expiration.

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Sending Messages

Message TypeAvailable When
TextAlways (within 24h window)
Image, Video, DocumentAlways (within 24h window)
TemplateAny time
Interactive (buttons/list)Within 24h window

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Quick Replies

Save frequently used messages as shortcuts:
  1. Go to Quick Replies → Create
  2. Set a shortcut (e.g., /greeting)
  3. Set the message content (supports {{contact.name}}, {{org.name}}, etc.)
In the chat input, type / to trigger the quick reply picker. Supported variables:
  • {{contact.name}} — Full contact name
  • {{contact.firstName}} — First name only
  • {{org.name}} — Your business name
  • {{agent.name}} — Current agent’s name
  • {{date}} — Today’s date
  • {{time}} — Current time

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Channel Switcher

If your organization has SMS enabled, use the channel switcher in the chat header to toggle between:
  • Cloud API — WhatsApp via Meta
  • SMS — Twilio SMS channel
The selected channel applies to the next message you send.

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CSAT (Customer Satisfaction)

After a conversation is resolved, Kaanha AI automatically sends a CSAT survey:
  • Asks the contact to rate 1-5
  • Stores the rating and optional comment
  • Contributes to your CSAT score on the Analytics page