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Using the Live Chat Inbox

Table Of Contents

The Live Chat Inbox allows your team to manage WhatsApp conversations directly from the platform. Agents can view customer messages, reply inside the WhatsApp 24-hour conversation window, send approved templates when the conversation is closed, review customer details, add internal comments, send media, use quick interactive buttons, and block or unblock contacts when needed.

This article explains the main Live Chat screen and the features available inside it.

✅ Before You Begin #

Before using Live Chat, make sure:

  • Your WhatsApp Business Cloud API account is configured.
  • Your WhatsApp phone number is connected.
  • You have at least one approved WhatsApp template if you want to start or reopen conversations.
  • Media files are uploaded to the Media Library if you want to send images, documents, videos, audio, or stickers.
  • Your user role has permission to use Live Chat actions.
  • Your subscription plan supports Live Chat sending features.

🧭 Live Chat Layout #

The Live Chat page is divided into three main working areas:

  • Left panel: Contact and conversation list.
  • Center panel: Selected chat conversation.
  • Right panel: Customer profile, comments, and block controls.

When no conversation is selected, the center area shows a welcome screen.

📋 Left Panel: Conversation List #

The left panel shows all recent WhatsApp conversations.

Each contact card can show:

  • Customer name or mobile number.
  • Latest message preview.
  • Last message time.
  • Customer label/type.
  • Unread message count.
  • Conversation status.
  • Unsubscribed badge.
  • Blocked badge.
  • Rewarded badge.

The conversation list supports:

  • All: Shows all conversations.
  • Active: Shows active/open conversations.
  • Closed: Shows closed conversations.
  • Unread filter: Shows only conversations with unread messages.
  • Search: Search contacts by name, number, WhatsApp username, or related contact identity.
  • Advanced filter: Available for non-agent users.

🔎 Filtering Conversations #

Click the filter icon to narrow the conversation list.

You can filter by:

  • Contact Status
  • Contact Label
  • Gender
  • Contact Group
  • Assigned Agent

After selecting filters, click Filter.

Use Clear Filter to reset the list.

Agents may have a simplified view depending on permission and user type.

🔔 Desktop Notifications #

The Live Chat page includes a notification prompt.

Use Turn on Desktop Notifications to allow browser notifications for new incoming messages.

If notifications are blocked in the browser, you may need to allow them from the browser settings.

🟢 Open vs Closed Conversations #

Live Chat follows the WhatsApp customer service window rule.

A conversation is treated as open when the customer has replied recently, within the allowed WhatsApp messaging window.

A conversation is treated as closed when:

  • More than 24 hours have passed since the customer last replied.
  • There is no recent inbound customer message.
  • The system determines that the conversation can no longer receive free-form replies.

When a conversation is closed, the chat shows this message:

The conversation was closed a long time ago, send an approved template and wait for a reply to start the conversation.

To reopen a closed conversation, send an approved WhatsApp template.

👤 Opening a Conversation #

To open a chat:

  1. Go to Live Chat.
  2. Select a customer from the left conversation list.
  3. The conversation loads in the center panel.
  4. The customer name, mobile number, and WhatsApp identity appear in the top bar.
  5. Unread count is cleared for that conversation.
  6. Customer details and comments become available from the right-side profile panel.

Older messages load automatically when scrolling upward in the conversation.

✉️ Sending a Text Message #

If the conversation is open, you can send a normal text message.

Steps:

  1. Open the customer conversation.
  2. Type your message in the message box.
  3. Click the send icon or press Enter.
  4. The message appears in the chat after it is sent.

Notes:

  • Free-form messages are blocked when the WhatsApp conversation window is closed.
  • Sending an agent reply can stop active bot handling for that customer.
  • If the customer is unsubscribed or blocked, sending may not be allowed.

😀 Using Emojis #

Click the emoji icon beside the message input.

Then:

  • Select an emoji.
  • It is inserted into the message box.
  • Send the message normally.

📎 Sending Media #

Click the attachment icon to open the uploaded media panel.

You can send uploaded media such as:

  • Images
  • Documents
  • Videos
  • Audio files
  • Stickers

Steps:

  1. Open an active conversation.
  2. Click the attachment icon.
  3. Select a media item.
  4. Optionally type a caption/message.
  5. Click send.

If no media is available, the panel shows an option to upload media.

↩️ Replying to a Specific Message #

Messages include a reply button when replying is allowed.

Steps:

  1. Click the reply icon beside a message.
  2. The selected message appears above the input box.
  3. Type your reply.
  4. Send the message.

The reply is sent with the message context so the customer can see which message you replied to.

🧩 Sending Interactive Reply Buttons #

Live Chat supports quick interactive reply button messages.

To send one:

  1. Open an active conversation.
  2. Click the interactive message icon.
  3. Fill in the button message form:
  • Header: Required.
  • Message: Required.
  • Footer: Optional.
  • Button Actions: Add button labels.
  1. Add up to 3 buttons.
  2. Review the message preview.
  3. Click Send Message.

Button rules:

  • Maximum 3 buttons.
  • Button text is limited.
  • Header and message are required.
  • Interactive messages cannot be sent when the conversation window is closed.

📤 Starting a New Conversation #

Use the new conversation icon in the left header.

Steps:

  1. Click New Conversation.
  2. Search by customer name or mobile number.
  3. Select the customer.
  4. The Send Message Template modal opens.
  5. Choose and send an approved WhatsApp template.

New conversations must start with an approved WhatsApp template because WhatsApp does not allow free-form business messages outside an active customer service window.

🧾 Sending a Template from Live Chat #

When the conversation is closed, click Send Template.

In the template modal:

  1. Confirm the recipient’s name and mobile number.
  2. Select template category:
  • Marketing
  • Utility
  • Authentication
  1. Select template header type.
  2. Select template name.
  3. Review the template language.
  4. Complete any required fields:
  • Media ID or media link
  • Location address/name/latitude/longitude
  • Placeholder variables
  1. Review the template preview.
  2. Click Send Template.

Important notes:

  • Only approved templates can be sent.
  • Authentication templates require a mobile number.
  • Template sending is subject to monthly usage limits.
  • If template sending fails, the failed message is saved in the chat log.

🖼 Message Types Displayed in Live Chat #

Live Chat can display many WhatsApp message types, including:

  • Text messages
  • Template messages
  • Interactive messages
  • Button replies
  • List replies
  • Images
  • Stickers
  • Videos
  • Audio messages
  • Documents
  • Locations
  • Contact cards
  • Orders
  • Reactions
  • WhatsApp Flow replies
  • CTWA referral messages

Images can be opened in a larger viewer.

Documents show a download option.

Locations open in Google Maps.

Flow replies show a View Flow Response button.

📊 Message Status Icons #

Outgoing messages show delivery status.

Common statuses:

  • Clock: Pending or waiting.
  • Single check: Sent.
  • Double check: Delivered.
  • Blue double check: Read.
  • Red X: Failed.

Failed messages may show a failure reason.

Some messages also show who sent them, such as:

  • User/agent
  • Chatbot
  • Auto Reply
  • Transactional
  • Zapier

Forwarded messages are marked as Forwarded.

🔁 Retrying Failed Templates #

If a template message fails and a retry is allowed, a retry button appears.

Retry is available when:

  • The message is a template.
  • The message status is failed.
  • The message is marked as retryable.
  • The failure code is not excluded from retry.
  • The monthly template usage limit has not been reached.

Click the retry icon to resend the failed template.

🔍 Searching Inside a Conversation #

Use the search icon in the conversation header.

Steps:

  1. Open a conversation.
  2. Click the search icon.
  3. Type your search text.
  4. Matching conversation messages are loaded.
  5. Click clear to return to the full conversation.

🧑‍💼 Customer Details Panel #

Click the profile/details icon to open the right-side customer panel.

The details panel can show:

  • Chat status
  • Customer name
  • Mobile number
  • Business Scoped User ID
  • WhatsApp username
  • Address
  • Birth date
  • Gender
  • Customer source
  • Customer label/type
  • Language
  • Email
  • Subscription status
  • Rewarded status
  • Groups
  • Assigned agents

If the customer does not exist in your contact list, users with permission can add the customer.

📝 Internal Comments #

The comments tab is used for internal notes.

Agents can:

  • Add a comment.
  • View previous comments.
  • See who added each comment.
  • See comment date/time.
  • Delete comments.

Comments are internal only and are not sent to the customer on WhatsApp.

Maximum comment length is 1028 characters.

🚫 Blocking and Unblocking Contacts #

The right-side panel includes a block/unblock button.

Use it to:

  • Block a WhatsApp user from messaging your business.
  • Unblock a previously blocked user.

Notes:

  • Blocking may depend on your subscription plan.
  • Blocked contacts are marked in the conversation list.
  • If a customer is blocked or unsubscribed, sending messages may be restricted.

🧾 Viewing WhatsApp Flow Responses #

If the customer submits a WhatsApp Flow, the conversation shows View Flow Response.

Click it to see submitted fields in a table:

  • Field Label
  • Field Value

If there are no submissions, the modal shows No submissions found.

⚠️ Common Issues #

Message failed because the conversation is closed #

Send an approved WhatsApp template first. After the customer replies, the conversation becomes open again.

No templates are available #

Sync or create approved templates from the WhatsApp Templates section.

Cannot send message #

Possible reasons:

  • The current plan does not support the feature.
  • The conversation window is closed.
  • Customer is blocked.
  • Customer is unsubscribed.
  • WhatsApp phone number is disconnected.
  • The monthly template usage limit is reached.

The media list is empty #

Upload media first from the Media Library.

The authentication template does not send #

Authentication templates require a real mobile number. Business Scoped User ID is not used for authentication templates.

Flow response is empty #

The customer may not have submitted the Flow, or the submitted response is not linked to the selected message.

✅ Best Practices #

  • Use filters to focus on active or unread chats.
  • Send free-form replies only while the conversation is open.
  • Use templates to reopen closed conversations.
  • Add internal comments for team handover notes.
  • Use customer labels and groups to keep the inbox organized.
  • Review failed message reasons before retrying.
  • Block only when necessary, because it prevents further customer communication.

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Updated on May 31, 2026