WhatsApp Lists
Learn how TAU uses WhatsApp Business Lists to show which conversations need human attention, which are paused, and which contacts should stay blocked.
WhatsApp Lists
WhatsApp Lists connect the TAU panel to your team's WhatsApp Business app. They show, inside WhatsApp, which conversations need attention and also let the team control some assistant states without opening the TAU panel.
This is especially useful for businesses where humans answer from their phones: clinics, salons, schools, real estate teams, stores, restaurants, and sales teams that need to respond quickly without losing control.
What appears in WhatsApp
When the feature is active, TAU organizes contacts into WhatsApp Business Lists. The default names are:
| List | What it means | When to use it |
|---|---|---|
| Mia 🙋 | Customer waiting for human service | To quickly see who was handed off and needs a team response |
| Mia 😴 | Assistant paused for that conversation | To take over a sensitive conversation, negotiation, or case that needs a human touch |
| Mia 🚫 | User blocked | To prevent automatic replies to spam, prank messages, or unwanted contacts |
TAU sets up these Lists for you. In some operations, the TAU team can adjust the names to match your assistant.
How each List works
Mia 🙋 — needs human service
The Mia 🙋 List appears when the assistant hands off the conversation to a person.
Common examples:
- A lead asked for a special commercial condition
- A patient shared something sensitive and needs human care
- A customer wants to cancel, complain, or negotiate
- The conversation reached a point where the team should close the sale
When someone on the team replies, the conversation is no longer considered pending and TAU removes that marker.
The Mia 🙋 List is an automatic signal for a pending queue. Do not use this List as a manual handoff button; it shows who has already been handed off by TAU's flow.
Mia 😴 — assistant paused
Use the Mia 😴 List when you want the assistant to stop replying temporarily in that conversation.
This helps when:
- The conversation involves pricing, discounts, or a special negotiation
- The customer is upset and needs a human response
- The agent wants to handle the conversation until the end
- The team needs to review something before the assistant continues
If you pause from the TAU panel, WhatsApp also shows the conversation in the Mia 😴 List. If you add or remove the contact from this List in WhatsApp, the TAU panel follows the change.
The pause applies to the active conversation. When the conversation ends, the next conversation with the same customer can start normally with the assistant active.
Mia 🚫 — user blocked
Use the Mia 🚫 List for contacts that should no longer receive automatic service.
This is useful for:
- Spam
- Prank messages
- Abusive messages
- Contacts that disrupt the operation
Unlike pause, blocking is persistent. While the contact is blocked, the assistant will not resume automatic service for that user.
Why this matters for your operation
WhatsApp Lists solve a common problem: the team sees WhatsApp in one place and the service platform in another. With TAU, both work together.
Practical benefits:
- Fewer forgotten customers — the Mia 🙋 List works as a visible queue of people waiting for a human
- Safer sensitive conversations — pause the assistant when the case needs human care
- Less noise in service — block unwanted contacts without advanced setup
- A more natural operation — sales and service teams keep using the WhatsApp Business app they already know
- Centralized management — the TAU panel still shows the conversation history and state
Day-to-day example
Imagine an aesthetic clinic:
- A person asks about a procedure and the assistant qualifies the interest.
- The customer asks for a special payment condition.
- The assistant hands off the conversation to the team.
- In WhatsApp Business, that contact enters the Mia 🙋 List.
- The consultant sees the List, replies to the customer, and closes the next step.
- TAU understands that a human replied and removes the pending marker.
Result: the team does not need to hunt for important conversations among all WhatsApp messages.
Availability
WhatsApp Lists are available for operations connected to WhatsApp Business through WhatsApp Lite, when the feature is enabled by TAU.