Quick Answer: This FAQ lists every supported capability, file limit and known constraint of the Live Chat module so you know exactly what is possible today and what is planned.
1. Supported Message & File Types
| Type | Send | Receive | Notes |
|---|
| Text | ✅ | ✅ | Up to 4 000 characters. |
| Image | ✅ | ✅ | ≤ 5 MB JPEG/JPG/PNG. |
| Video | ✅ | ✅ | ≤ 10 MB MP4/3GPP. |
| Document | ✅ | ✅ | ≤ 10 MB PDF/DOCX with inline preview. |
| Audio | ❌ | ✅ | Agents cannot send audio yet. |
| Sticker | ❌ | ✅ | Displayed inline automatically. |
| Template Message | ✅ | ❌ | Used outside 23-hour window or proactively. |
| Quick Reply Buttons | Display only | ✅ | Handled automatically on click. |
2. File Upload Validations (Summary)
| File Type | Max Size | Allowed Formats |
|---|
| Image | 5 MB | JPEG, JPG, PNG |
| Video | 10 MB | MP4, 3GPP |
| Document | 10 MB | PDF, DOCX |
Template variables support only Name and Media types, and Media must respect the same size/format limits (Images ≤ 5 MB, Video ≤ 16 MB, Document ≤ 100 MB).
- Assignment: Phase 1 supports manual “pick & assign” only; rule-based and sticky agents planned for Phase 2.
- Message Reactions: Agents can view customer reactions but cannot add reactions (Phase 2).
- Throughput Cap: 80 messages/second across all WABA numbers (dynamic limits coming).
- Campaign Visibility: Outbound campaign messages are hidden from Live Chat; only customer replies appear.
- Mobile App: The native MyOperator app has no Live Chat push support; use mobile browser.
- Email/SMS Alerts: Out of scope for Live Chat.
- Chat History: UI shows last 6 months max (configurable).
- Outbound International: India-only in Phase 1.
- Audio Sending: Not supported yet.
- Contact Name Auto-Update: After campaign reply, requires page refresh (MW-5631 Backlog).
- Keyboard Shortcut Panel (MW-5651) and Rich Media Retry (MW-6220) are in Backlog.
4. Notification-Specific Limitations
- Business Hours cache: up to 2 min delay.
- Notifications dropped if > 5 s old when processed.
- Safari push notifications may be inconsistent.
- OS-level Focus / Do Not Disturb silences all notifications.
- Browser-blocked permission guidance banner (MW-4955) is still in backlog.
5. Non-Functional Requirements (Overall)
| Area | Requirement |
|---|
| Chat Message Latency | < 1 s under normal conditions |
| Scalability | Large conversation volumes without UI degradation |
| Real-Time Sync | Contact updates, status, assignments reflect without refresh |
| Security | Inherits existing platform data policies |
| Message Limit | 80 msgs/s across WABA numbers (current) |
6. Feature Summary for Sales
| Capability | Available? | Notes |
|---|
| Multi-agent inbox | ✅ | OPEN visible to all; ASSIGNED defaults to self. |
| Real-time assignment | ✅ | Pick & Assign. Rules in Phase 2. |
| Template sending | ✅ | Single-modal with live preview. |
| Bot handover to agent | ✅ | Bypasses sound throttle. |
| 48-hour auto-close | ✅ | Configurable variable. |
| Agent notification preferences | ✅ | Sound, Push, Business Hours override. |
| Admin control over prefs | ✅ | Per role permission toggle. |
| Desktop push | ✅ | Requires one-time OS + browser setup. |
| Mobile web push | ✅ | Use Chrome/Edge/Firefox, not native app. |
| Multi-WABA number support | ✅ | 4-char code distinguishes. |
| In-chat document preview | ✅ | No download needed. |
| Message reactions | ❌ | View only in Phase 1. |
| Rule-based assignment | ❌ | Phase 2 roadmap. |
| Email/SMS notifications | ❌ | Out of scope. |
| Mobile app push | ❌ | Use mobile browser. |
| International numbers | ❌ | India only now. |
7. Common Customer Questions & Answers
- Q: Why isn’t my agent receiving notifications?
A: Check browser permissions first, then browser type (Chrome/Edge/Firefox), notification toggles, correct BAN focus and OS Do Not Disturb. - Q: Only one chime plays despite many messages—why?
A: Sounds for Unassigned are throttled to once per 30 s; push toasts still fire every message. Bot handover bypasses the throttle. - Q: Can admins force agents to enable notifications?
A: Admins can lock the UI so toggles can’t be turned off, but browser permission must be granted by the agent. - Q: Push disabled turned off Sound—why?
A: Sound depends on Push; disabling Push auto-disables Sound by design. - Q: Will duplicate notifications appear if logged into two browsers?
A: No—each session only receives events for its active BAN. - Q: Do agents get flooded after downtime?
A: No—messages older than 5 s are dropped on recovery. - Q: Can agents receive alerts on phone?
A: Yes via mobile browser; grant permission. Native app unsupported. - Q: What is the 23-hour window?
A: 23 h after the last customer message during which free-form replies are allowed. - Q: Two agents replied at the same time—who owns the chat?
A: System randomly assigns to one; the other sees the chat move and their Send button disables. - Q: Are campaign messages visible?
A: Outbound campaign sends are hidden; customer replies appear as OPEN chats.
Keywords
limits, constraints, file size, supported messages, throughput, roadmap, FAQ, Live Chat, MyOperator