Conversations
Conversation List
The left panel shows all your WhatsApp conversations. Each conversation card shows:
- Contact name (or phone number if unnamed)
- Last message preview
- Time of last message
- Assignee (team member or unassigned)
- Unread badge for unread messages
Filtering Conversations
Use the filter bar above the conversation list to narrow down results:
| Filter | Description |
|---|---|
| Status | Open, Resolved, or All |
| Assigned to Me | Only show conversations assigned to you |
| Unassigned | Conversations not assigned to any team member |
| Search | Search by contact name or phone number |
Opening a Conversation
Click any conversation card to open it in the center panel. The message thread loads the last 50 messages and supports scrolling back to older messages.
Message Thread
Inside a conversation, messages are displayed chronologically:
- Inbound messages (from customers) appear on the left
- Outbound messages (from your team) appear on the right
- Message delivery status icons: Sent ✓, Delivered ✓✓, Read 🔵✓✓
- Timestamp shown on each message
Message Types Supported
| Type | Description |
|---|---|
| Text | Plain text messages |
| Image | JPEG, PNG images with caption |
| Video | MP4 videos with caption |
| Document | PDF, DOCX, and other files |
| Audio | Voice messages with inline player |
| Location | GPS coordinates shown on map link |
| Contacts | vCard contacts |
| Interactive (Buttons) | Quick reply and CTA buttons |
| Interactive (List) | List picker messages |
| Template | Approved WhatsApp template messages |
Contact Details Panel
The right panel shows details about the selected conversation’s contact:
- Name, phone, email
- Tags — add/remove tags to segment contacts
- Custom attributes — any custom contact fields you’ve defined
- Assigned agent — who is handling this conversation
- Activity log — history of actions taken on this contact
- Call button — initiate a WhatsApp call directly