How can an agent initiate a new conversation?
Agents can only start new conversations using pre-approved template messages. Free-form messages are enabled only after the customer replies.
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How can an agent initiate a new WhatsApp conversation with a customer?
âš¡Quick answer - Agents must start every new outbound WhatsApp conversation with a Meta-approved message template. Free-form messages are only allowed after the customer replies and remain permissible for 24 hours from that reply. When should I use ...
How does a conversation transition from one state to another?
The transitions include: Open to Assigned: When Agent A opens an unassigned conversation and responds to it. It will be assigned to user A or; When Manager, Admin , Owner assigns a conversation to user A, it will be moved to Assigned State. Assigned ...
What are the different states a conversation can have?
Conversations can have the following states: Open: New or unassigned conversations. Any incoming new message that is not currently assigned to anyone will land in the OPEN state It can be from a completely new contact or a contact whose conversation ...
How does a conversation transition from one state to another?
Conversations in the platform follow a clear lifecycle—transitioning between Open, Assigned, and Closed states based on agent actions, customer replies, and timing rules. Below is a breakdown of each state transition and the triggers that move a ...
What are the different states a conversation can have?
On the platform, every customer conversation can be in one of three states: Open, Assigned, or Closed. These states determine how chats are routed, managed, and displayed to your support agents. ? Open Definition: New or unassigned conversations ...