Customer Guide

This guide explains how to chat with us on WhatsApp, including how to open support threads, switch between them, and what to do if your session expires.

Starting a conversation

To make sure your message reaches the right team immediately, start your text with this simple format:

[CATEGORY] Your message

[SHIPPING] Where is my order?
[BILLING] I was charged twice
[SUPPORT] My product stopped working

This opens a dedicated thread for that topic. You'll get a confirmation like:
SHIPPING-001 opened ✓

Adding a subtag

You can optionally add a subtag to give your message more context:

[CATEGORY:SUBTAG] Your message

[BILLING:ORDER#123] I'd like a refund for order #123
[SHIPPING:ORDER#789] Can you check the status of my delivery?
[SALES:STREAM-9X] Need pricing for 50 units

Subtags are free-form — use any word that describes your specific issue. They help the right person on our team pick it up faster.

Sending follow-up messages

Once a thread is open, just keep messaging normally — no need to repeat the tag. Your messages automatically continue in the same thread.

My order number is 12345

Switching to a thread by tag

You can also switch to an existing thread by sending its tag at any time:

[SUPPORT] hello, following up on my earlier issue

If you already have an open SUPPORT thread, this switches your active context to it and your message is added there. You'll see:

SUPPORT-001 active ✓

If there's no open thread for that category, a new one is created instead:

SUPPORT-001 opened ✓

Either way, your other open threads are unaffected.

When your messaging window expires

WhatsApp limits how long a conversation stays open. If we haven't exchanged messages in 24 hours, the window closes and we won't be able to send you free-form messages.

You'll get a warning ~30 minutes before it happens, listing your open threads:

⏰ Your messaging window is closing soon

You have about 30 minutes left to send free-form messages. After that,
you'll need to send us a new message to reopen the conversation.

Your open support threads will also be paused:
- [SHIPPING] — reply SHIPPING-001 to reopen
- [BILLING] — reply BILLING-001 to reopen

To reopen a thread after the window closes, just reply with its ID shown above.

Reply CLOSEALL to close all threads now.

To reopen after expiry, simply send the thread ID shown in the warning:

SHIPPING-001

Your thread will reopen and you can continue where you left off.

To start fresh, just send a new tagged/untagged message.

(Advanced) Managing multiple threads

Use /threads to see all your open conversations:

/threads

This shows a numbered list of your active threads:

Active context: [SHIPPING:ORDER#123]

1. [SHIPPING:ORDER#123] - 'Where is my order?' - 3:45pm
2. [BILLING] - 'I was charged twice' - 4:12pm

Switch to any of them using /sw and the number:

/sw 2

From that point, your messages go to the BILLING thread.

Quick Reference

What you want to do What to send
Open or switch to a thread by category [CATEGORY] Your message / [CATEGORY:SUBTAG] Your message
See all your threads /threads
Switch to a thread /sw 1 (use the number from /threads)
Open help menu /help

 

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