Can the Agents intervene in the chats in the History Page?
The Agents can only intervene in the chats of the Active Users. Since all the users/chats in the History Page are Inactive, the Agents can not intervene the chats. WhatsApp has provided a 24 hours window for businesses to interact with the users. Once it is over, the business can not intervene in the chat. This is done to protect the privacy of the users and also to avoid spamming.
What all chats go to the History Page?
All the users that become Inactive go to the History Page. A user becomes inactive if they don't reply for 24 hours straight. For example, a user sent the last message today at 7:30 PM IST. Now, if the user doesn’t reply till 7:30 PM tomorrow, the ...
How do I initiate a chat with the users in the History Page?
The business can only initiate the chat with an Inactive user via a Template Message and these Template messages have to be pre-approved by WhatsApp itself. Hence, these messages can not be promotional in nature to avoid spamming users. Once the user ...
How to Intervene chats?
Once the chat comes to the Requesting section, the agent just needs to select a particular chat which they want to intervene in and click on the “Intervene” button which is placed at the bottom of the chat window. Once the query is resolved, Agent ...
If a user in the History Page initiates a conversation, will it remain in the History Page?
If a user in History Page initiates a chat or replies to a message, the user becomes Active and goes to the Active Section of the Live Chat Page. Hence, the user won’t remain on the history page.
What are Requesting Chats?
Whenever there is a query that the chatbot isn’t able to solve or if they want to speak to a human agent, the chat goes from Active Chats to Requesting Chats. All the chats in this section basically mean they are waiting and need human agent ...