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❓ Platform FAQ
Find quick answers to common questions about logging in, managing chats, building bots, sending broadcasts, working with templates, and getting support.
- Navigate to app.rather.chat
- Log in and select your company workspace
- Use this page when you need a fast answer before diving into a feature guide
🚀 Getting Started
What is rather.chat and what does it do?
rather.chat is a WhatsApp platform that helps businesses automate conversations, manage live chats, send broadcasts, and work with Meta-approved templates from one dashboard.How do I log in to the platform?
Go to Sign in and log in with either:- Email and password - Enter your email address and password, then click Sign In
- Facebook Sign In - Authenticate with your Facebook account After logging in, select your company workspace to continue.
I forgot my password. How do I reset it?
On the login page, click Forgot Password? and follow the reset link sent to your inbox.
You can also change your password later from Your Account.I've been invited to the platform. What do I do next?
Accept the email invitation and follow the first-time setup steps in the email. Once setup is complete, sign in using the same email address the invite was sent to.What are the different user roles and what can each do?
The platform has three main roles:Role Description Typical access AdminFull platform access Manage team members, billing, and settings ManagerOperational access Manage flows, broadcasts, and day-to-day setup AgentConversation access View and respond to chats with limited settings access You can check your own access from Your Permissions.
What's in the left-hand navigation menu?
The main menu includes the following sections:- Dashboard - Metrics and usage charts
- Chats - Inbound conversations
- Bots - Automated conversation flows
- Channels - Linked WhatsApp phone numbers
- WhatsApp Templates - Approved outbound templates
- Stats - Detailed analytics
- Broadcasts - Bulk message sends
- Team - Team members and roles
- Resources - Help guides and support links
📊 Dashboard
What does the Dashboard show me?
The Dashboard gives you a high-level view of recent platform activity, including:- Daily Log Counts - Total user messages received each day
- Daily Active Users (DAU) and New Users - How many unique users engaged and how many were first-time users
- Messages Delivered - Message performance by category
- Free Messages Delivered - Free entry-point and customer service conversations
- Paid Messages and Approximate Total Charges - Outbound message usage and spend
Can I change the date range on the Dashboard?
Yes. Use the date range picker at the top of the Dashboard to filter the charts by a custom start and end date.What is the difference between free and paid messages?
WhatsApp generally treats messages in two ways:- Free messages - User-initiated conversations and customer service replies within the 24-hour support window
- Paid messages - Outbound template messages initiated outside the free window, such as marketing, utility, or authentication messages
💬 Chats
How do I view my conversations?
Navigate to Chats to see your conversation list and active chat thread.How do I search for a specific contact or chat?
Use the search bar in the Chats view to search by contact name or phone number.How do I filter chats by channel, tag, or agent?
Use the available chat filters to narrow the conversation list by:- Channel
- Tags
- Agent
How do I start a new chat with a user?
Open the Chats page, start a new conversation, then enter the user's number and send your message.When should I send a message as an agent vs letting the bot handle it?
Let the bot manage standard automated flows. Step in manually when the user needs human support, follow-up, or exception handling that the bot is not designed to cover.How do I send a message in a chat?
Open the conversation, type your message in the input field, then press Enter or click send.What do the tick marks on messages mean?
Message status indicators show whether a message has been sent, delivered, or read.How do I attach a file to a chat?
Use the upload or attachment option in the message input area to add supported media or documents before sending.What are Quick Replies and how do I use them?
Quick Replies are saved responses for common questions. Select one from the chat composer to insert it into the message field, then send or edit it as needed.How do I add a tag to a chat?
Open the conversation and add one or more tags to help organize and find the chat later.How do I assign a chat to a specific agent?
Use the assignment option in the chat top bar to select the team member who should own the conversation.How do I pause the bot and take over a conversation manually?
Pause the bot in the chat thread before replying manually. This prevents the bot from continuing the automated flow while you are handling the conversation.How do I block or unblock a user?
Use the chat actions menu to block a user when needed. Unblock them from the same control when you want to restore access.
🤖 Bots
What is a bot on rather.chat?
A bot is an automated conversation flow that guides users through a defined journey using steps, questions, conditions, and actions.What types of bots can I create?
The platform supports multiple flow types depending on your setup, including standard chat flows and more advanced branching or feature-driven flows.How do I create a new bot?
Go to Bots, create a new bot, choose the relevant flow type, then build the conversation using the bot editor.How do I edit an existing bot?
Open Bots, select the bot you want to change, and edit it in the builder.What are the different modes in the bot flow builder?
The bot builder uses different editing or viewing modes to help you design and manage the flow structure. The exact options depend on the type of flow you are working with.How do I delete a bot?
Open the bot in the Bots list and use the delete option if you no longer need it.How are bots organised in the Bots list?
Bots are shown in a list view so you can quickly identify, open, and manage each one.
📱 Channels
What is a Channel?
A channel is a connected WhatsApp phone number used to send and receive messages through the platform.How do I add a WhatsApp chat bubble to my website?
Use the website chat bubble option in the platform to generate and install the WhatsApp widget on your site.Can I have multiple WhatsApp numbers (channels)?
Yes. If your account is configured for multiple channels, you can manage more than one WhatsApp number in the same workspace.
🧾 WhatsApp Templates
What is a WhatsApp Template and why do I need one?
A WhatsApp template is a pre-approved outbound message format that Meta reviews before it can be used. Templates are required when sending proactive messages outside the active customer service window.What are the template categories and when should I use each?
Common template categories include:- Marketing - Promotions, announcements, and campaign messages
- Utility - Operational updates such as reminders or confirmations
- Authentication - Login codes and identity verification messages
How do I create a new template?
Go to the template section, create a new template, complete the required fields, then submit it for Meta review.What is a Carousel Template?
A carousel template is a multi-card template layout that lets you present several items in a single message format.How long does template approval take?
Approval times vary because Meta reviews each template. Some are approved quickly, while others may take longer depending on content and policy checks.My template was rejected. What should I do?
Review the rejection reason, update the content so it meets Meta's requirements, and submit it again.Can I see how a template is performing?
Yes. Template performance data is available in the platform so you can monitor usage and delivery-related insights.
📢 Broadcasts
What is a Broadcast?
A broadcast is a bulk message send that uses an approved WhatsApp template to reach many users at once.What are the different broadcast types?
The platform supports:- Broadcast - A standard one-time bulk message send
- Engagement - A broadcast focused on re-engaging users
How do I create and send a broadcast?
- Go to Broadcasts
- Click Create Broadcast
- Select the Broadcast Type
- Enter a Broadcast Name
- Select the Channel
- Select the approved Template
- Download the sample file if needed, then upload your contact list
- Preview the first rows to confirm the file is correct
- Optionally schedule the broadcast
- Click Send Broadcast
What file format does the contact list need to be in?
Upload your audience as a CSV or Excel (.xlsx) file. The file can contain up to 100,000 rows.Can I schedule a broadcast for a future time?
Yes. Turn on the scheduling option during broadcast setup, then choose the date and time you want the message to send.How do I track the performance of a broadcast?
The Broadcasts list shows delivery and campaign data such as:- Status
- Template
- Users
- Read
Why can't I use a template I just created for a broadcast?
Templates must be approved by Meta before they can be used in broadcasts. If the template is still pending, wait for approval and try again.
👥 Team Management
How do I invite someone to the platform?
Go to Team, click Invite Team Member, enter the user's email address, and click Send.ℹ️ Only admins can add new team members.
How do I check the status of a sent invite?
Open Team and click Sent Invites to view whether each invite is still pending or has already been accepted.How do I change a team member's role?
In Team, use the role dropdown next to the member's name to switch them between Admin, Manager, and Agent.How do I remove a team member?
Open Team, find the member, click the remove control next to their row, and confirm the action.I'm a Manager but I can't add members. Is that normal?
Yes. Adding and removing team members is an admin-only permission.
⚙️ Account & Settings
Where do I find my account settings?
Click the three dots menu in the top-right corner and open Your Account.How do I see what I'm being charged and view invoices?
Go to Your Account -> Billing Details to view your plan, billing period, charges, and invoices.How do I check what I'm allowed to do on the platform?
Open Your Permissions from the account menu to see which areas you can manage or view.Can I belong to multiple company workspaces?
Yes. If your account is linked to more than one company, you can choose the correct workspace after login. You can also add a new company from the company selector or account menu when that option is available.How do I change my password?
Go to Your Account -> Change Password, enter your current password, then save your new password.
📈 Stats
What is in the Stats section?
The Stats area contains a more detailed analytics view for reporting on platform activity and performance.The Stats page appears blank. What should I do?
Wait a few seconds for the embedded dashboard to load, then refresh the page. If it still does not load, contact support.
🆘 Support
How do I contact rather.chat support?
You can contact support in two ways:- WhatsApp support channel - Open Resources -> Get Help
- Email - Send your query to human@rather.chat
Where can I find in-platform help guides?
Open Resources in the left-hand menu to find step-by-step guides for common tasks and support topics.Something on the platform isn't working. What should I do first?
- Refresh the page
- Clear your browser cache and try again in a private window
- Check that your internet connection is stable
- Contact support if the issue continues