Groups Monitoring in Bow Chat

Start with the workflow you need

Groups Monitoring helps managers follow customer requests, response and resolution deadlines, staff promises and team activity across WhatsApp groups. Sign in to panel.bow.chat and open Groups Monitoring; some menus still use Group SLAs.

1. Set up your first monitored group: connect the right inbox, enable monitoring and verify a customer request.
2. Map staff and customers: add employee numbers and choose the correct default role.
3. Configure response, resolution and promises: define response targets and completion rules.
4. Review requests and alerts: investigate pending work, breaches and grouped follow-ups.
5. Read activity and staff reports: compare user/day, group/day and group/user/day activity and promise outcomes.
6. Export conversations or daily chat data: choose the right file, period and enabled export feature.

For customer re-engagement, review inactive groups. For leave and shifts, schedule staff cover.

Basic group conversations, monitored groups, advanced reports, alerts and exports have separate setup or account-access requirements. Start with one group and a new client-message/staff-reply test before expanding.

Inactive-group follow-up

What Groups Monitoring does

Groups Monitoring is the home for operational controls around WhatsApp Web groups. Inactive groups is one module. SLA settings and SLA reports are separate modules in the same product; SLA is not the name of the complete panel.

An inactive-group rule finds groups where Bow Chat has received no message for the configured period. The clock uses the most recent incoming message. A staff reply or an earlier nudge does not make a group look active. Groups with no received message use their first-seen time.

Review and delivery lifecycle

1. The configured rule refreshes WhatsApp Web group activity and creates a review queue.
2. An authorized person reviews the exact groups and may edit the exact nudge text. Nothing is sent merely because a group became inactive.
3. Approve and queue hands the reviewed selection to a background worker.
4. Immediately before sending, Bow Chat checks that exact conversation again. A newer received message cancels the nudge.
5. A confirmed delivery records the Bow Chat message and starts the configured cooldown. A definite failure returns to manual review. An uncertain transport result is marked Check delivery and is never retried automatically, which avoids duplicate nudges.

You can review the selected groups, approved message and delivery status in the panel.

WhatsApp groups only

The current module applies only to WhatsApp Web group conversations in the selected inbox. It does not apply to WhatsApp Cloud API, email, API, or other inbox types.

Optional Boni One CRM connection

When Boni One CRM is enabled and linked for the tenant, the existing CRM sync can attach the WhatsApp group reference to the CRM contact. The reference may include the Bow Chat contact id, conversation id, group identifier and name, plus a clickable link that opens the exact group conversation in Bow Chat. Bow Chat access controls still apply after the click.

Message bodies stay in Bow Chat and are not copied into CRM. Automatic opportunity creation for WhatsApp groups is a separate tenant option and is off by default, so operational groups do not flood a sales pipeline.

For setup and day-to-day operation, use Configure it in the panel.