Live Chats
What happens if the balance is low?
Message sending will stop, and a “low balance” error message will appear, along with a red banner prompting the user to recharge.
What conditions must be met for live chat billing to function?
The conditions are: Credit Balance must be more than ₹1. You get 1,000 free service conversations per month, provided by WABA.
Can agents continue to send template messages after initiating a conversation?
Yes, agents can continue to send templates if needed.
What happens when a customer responds to a template message?
A 24-hour messaging window opens, allowing the agent to engage in regular conversations without using templates.
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.
What happens to conversations assigned to deleted agents?
Any conversation assigned to a deleted agent will be moved back to the Open state.
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 ...
Can other agents access Assigned conversations?
Other agents can view the conversation but cannot intervene unless the assigned agent transfers it or an admin/manager takes control.
What is the process when a conversation moves to the Assigned state?
A conversation becomes Assigned when: An agent replies to a message in the Open state. A manager, admin, or owner assigns the conversation to an agent.
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 ...
Is there any access control for agents in Live Chat?
Currently, no. Every agent can see all conversations happening on the platform.
What is Live Chat on the platform?
Live Chat allows real-time conversations with customers to address their queries. Video Link: Chat Feature