> For the complete documentation index, see [llms.txt](https://eventx-hq.gitbook.io/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eventx-hq.gitbook.io/knowledge-base/outreach-channel/whatsapp/whatsapp-chat/csw-reply.md).

# How to Reply to WhatsApp Chats

## Objective

Reply to attendee WhatsApp messages from EventX after the attendee replies.

## Prerequisites

* WhatsApp is enabled for the event.
* The event has an active WhatsApp Business Account.
* The attendee has received a WhatsApp message from the event.
* The attendee has replied within the last 24 hours.
* The selected chat shows **CSW open**.

## Steps

1. Open the event.
2. Select **WhatsApp**.
3. Select **Chats**.
4. Select the **WhatsApp sender**.
5. Search, sort, or filter the chat list.
6. Open the attendee chat.
7. Review the message history.
8. If the sender is a default WhatsApp sender, select a message to reply to.
9. Enter a text reply.
10. Select **Send**.
11. Confirm the reply appears in the chat history.

![WhatsApp Chats overview](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-9c7908d88ba569b6cba58d1307d83dc3be3f12b7%2Fwhatsapp-chat-overview.png?alt=media)

The **WhatsApp Chats** tab shows the sender selector, chat search, contact list, message history, and **Sort** and **Filters** controls.

## Search, Sort, and Filters

* **Search** supports:
  * Contact name.
  * WhatsApp number.
  * Contact ID.
  * Attendee ID.
* **Search behavior**:
  * Contact name supports partial matches.
  * WhatsApp number matches from the start of the number.
  * Contact ID and attendee ID require the full ID.
* **Sort** supports:
  * **Last message**.
  * **CSW open**.
  * **Phone number**.
  * **Contact name**.
  * **Created time**.
* **Sort order** supports:
  * **Ascending**.
  * **Descending**.
* **Filters** support:
  * **Events**.
  * **Contact replied**.
  * **CSW open**.
  * **No CSW reply sent**.
  * **Last message**.
* **Events** supports:
  * **Is any of**.
  * **Is not any of**.
  * **Is none of**.
  * **Includes all of**.
  * **Includes any of**.
* **Last message** supports:
  * **Any time**.
  * **Today**.
  * **Last 24 hours**.
  * **Last 7 days**.
  * **Custom range**.

![WhatsApp chat contact list](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-b925a6d79f1723384d2a97ee4e573624b0a1f7a1%2Fwhatsapp-chat-contact-list.png?alt=media)

Use **Search** to find a chat by attendee name, WhatsApp number, contact ID, or attendee ID. Select a chat from **My Chats** to open the message history.

## CSW Reply Window

* **CSW** means customer service window.
* The CSW window opens when the attendee sends a WhatsApp message.
* The CSW window stays open for 24 hours from the latest attendee message.
* When the window is closed, EventX disables the reply box.
* Send an approved WhatsApp message first if the attendee has not opened the reply window.

![WhatsApp reply window closed](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-e02a844ce3099c4418ef5164ec6c46ef8ba18c64%2Fwhatsapp-chat-composer.png?alt=media)

The reply box shows **CSW window closed** when the attendee has not replied within the valid reply window. The organizer can reply after the attendee sends a WhatsApp message.

## Sender Modes

* **Default WhatsApp sender**:
  * The sender name starts with **DEFAULT-**.
  * Select a message before sending a CSW reply.
  * The selected message keeps the WhatsApp conversation context.
  * EventX disables **Send** until a reply target is selected.
  * Failed messages cannot be selected as reply targets.
* **Private WhatsApp sender**:
  * The sender is connected to the organizer's own WABA.
  * A reply target is not required.
  * Enter a text reply and select **Send** when the CSW window is open.

![Default WhatsApp sender requires a reply target](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-7c8d3e84755c8f01f6802ec51139bd1b113d0645%2Fwhatsapp-chat-default-waba-context-required.png?alt=media)

For a default WhatsApp sender, the CSW window can be open while **Send** remains disabled. Select a message in the chat history so WhatsApp can keep the conversation context.

## Reply Support

* WhatsApp chat replies currently support text messages only.
* Press **Enter** or select **Send** to send the text reply.
* Attachments, including images, videos, audio, stickers, and documents, are coming soon.
* For default WhatsApp senders, select a valid message in the chat history first.

![Replying to a customer message](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-4a327c48d95546d207c37c5ec323b07247a9abad%2Fwhatsapp-chat-default-waba-reply-to-customer.png?alt=media)

After selecting an attendee message, the composer shows **Replying to customer**. Enter the text reply, then select **Send**.

![Replying to an organizer message](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-497de79982b21fbd7eb4df0da729ef479d4929ee%2Fwhatsapp-chat-default-waba-reply-to-you.png?alt=media)

Organizers can also reply with an existing organizer message as the context. The composer shows **Replying to you** with a preview of the selected message.

![Failed messages cannot be used as reply targets](https://2387933484-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FMspAfk0kHdGEufQIsJLP%2Fuploads%2Fgit-blob-afd4282aa334ba14740dc38f7ce726d10584f202%2Fwhatsapp-chat-failed-message-not-reply-target.png?alt=media)

Messages that failed to send cannot be used as reply targets. Select another delivered, sent, or received message before sending the CSW reply.

## Notes

* Default WhatsApp senders require a reply target; private WhatsApp senders do not.