help Help & shortcuts

checklistThe four statuses

• radio_button_unchecked “Open” — needs you to do something. The default for new inbound messages.
• hourglass_top “Pending” — you have replied and are waiting for the customer. Hidden from the “Open” filter so it stops cluttering the queue.
• pause_circle “On hold” — you cannot continue right now (waiting on an internal team, a supplier, engineering).
• check_circle “Resolved” — done. Moves to the Resolved tab.

auto_awesomeAI helpers

Once an AI provider is configured in Knowledge Base, the composer shows a row of chips: Suggest reply, Improve, Shorten, Formal, Friendly, Translate. They rewrite (or generate) the text in place — read it before sending.

quickreplyQuick-replies

Type / followed by a shortcut name to autocomplete a saved phrase. Manage them with the bolt button in the inbox; a starter library of system templates is there to build on.

location_onSaved locations

Open the location dialog in the composer — pin addresses you share often, like the office or a warehouse, then drop them into any conversation with one click.

schedule_sendScheduling

Press S or click the schedule icon: send a message at a chosen time, see everything already queued for this chat, edit it or cancel it.

ruleSingle-action rules

Open /automations. Each rule fires when an inbound message matches its trigger — contains, exact, regex, time window, day of week, first message. Start from a template or build your own.

account_treeMulti-step scenarios

The “blueprint” action type chains several steps:

• Send text, a link, a template, buttons or media.
• Wait a number of seconds, or wait for the customer to reply with a timeout.
• Branch on a condition: the text contains something, a button was tapped, the contact has a tag, the time of day.
• Tag the contact, mark the chat resolved, set an SLA, assign an agent.
• Call a webhook — a POST to your URL (Zapier, n8n, your own backend).
• Notify a teammate with an internal mention.
• Answer from the knowledge base with AI, and hand over when it does not know.

The same scenario works in WhatsApp, Instagram and Messenger. Where a channel has no native equivalent — a list message, a location pin, a WhatsApp template — the step is delivered as text instead, and the builder says so next to it.

data_objectVariables in messages

Use {{contact.name}}, {{contact.first_name}}, {{date}}, {{time}}, or any variable you captured with the Extract step (a regex with named groups).

shuffleA/B variants

In a send_text step, fill in variants with several texts — the engine picks one at random each time it fires. Handy for testing how a welcome message is worded without keeping three separate rules.

sync_problemWhen a send fails

A send that failed on a hiccup is retried automatically, and anything a retry cannot fix waits for you under “Not delivered” on /automations with the reason.

linkConnecting

Go to /whatsapp and press Login with Meta. One sign-in finds every Page (Messenger), every linked Instagram business account and your WhatsApp Business Account; each gets its own row under Connected accounts.

timer24-hour window

In Messenger and Instagram you may write to a customer freely only within 24 hours of their last message. Outside that window Merkoria offers a tag picker: HUMAN_AGENT, ACCOUNT_UPDATE, CONFIRMED_EVENT_UPDATE, POST_PURCHASE_UPDATE. Misusing a tag can get the page suspended, so pick the one that genuinely matches.

In WhatsApp the equivalent is templates: once the 24 hours are over, only a template Meta has approved can be sent.

A bot never uses those tags. If the window has closed, the automated reply is refused with a reason instead of pretending to be a human agent — only a person may answer then.

tunePage customisation (Messenger / Instagram)

On /whatsapp, in the Connected accounts list, press Configure next to a page. You can set:

• The greeting — the first thing a new visitor sees (Messenger).
• The “Get Started” button — its payload fires the first time the customer taps it.
• The persistent menu — the hamburger menu next to the composer.
• Ice breakers — suggested opening questions (mostly Instagram).

perm_mediaMedia storage

Meta deletes media after 30 days. Merkoria downloads it on first view and keeps its own copy in your workspace's file space, so attachments stay viewable afterwards — even once Meta has dropped them. If the space fills up, you get a month to free it on the Storage page or add more; only then are the oldest chat files removed.