Real-time chat

The Chat section is the unified inbox for all WhatsApp conversations. It works like a messaging client, with a few extra tools designed for team collaboration.

The interface

On the left, the list of conversations with unread badges and last message; in the middle, the selected chat; on the right, the contact profile with order history, bookings, and internal notes. A familiar view for anyone who has used a messaging app. A template you have sent appears in the chat with its header, text, footer and buttons, just as the customer sees it.

Assignment and collaboration

• Auto-assignment. New conversations are distributed among online operators according to configurable rules (round-robin, to a specific department, based on keywords).
• Manual transfer. An operator can hand a conversation to a more suitable colleague, preserving the history and notes.
• Internal notes. Visible only to the team, not to the customer. Useful for notes, context, and flagging.
• Quick replies. Saved phrases recalled with a shortcut: 'hours', 'address', 'directions'. They speed up repetitive replies.

Conversation status

Each conversation has a status: open, waiting for customer, waiting for team, closed. The status updates automatically but can be forced to organise the workflow. Closed conversations can be reopened if the customer writes again.

Unread conversations

Under the search box, the conversation list has two tabs: “All” and “Unread”. “Unread” shows only the open conversations with messages nobody has opened yet; when there are none it reads “No unread conversations”.

To bring a conversation back to the team's attention, open it and press the envelope icon “Mark as unread” in the header: the conversation shows as new again for the whole team and the chat closes on your screen. The icon is not offered on conversations marked as Done. The number next to the WhatsApp conversations in the side menu counts the open conversations with unread messages.

When a customer is waiting for a reply you also get an alert, and it names the customer and the channel (WhatsApp, Instagram or Facebook). If nobody answers, the alert comes back with updated wording after 15 minutes, after 1 hour and after 4 hours (“for over 15 minutes”, “for over an hour”, “for over 4 hours”).