Chat History
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.
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 ...
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. ...
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 ...
What all track points are covered in the Customer Journey?
Customer journey keeps track of all the events exchanged between the Agent and the User. For example, which Agent intervened in the chat, which agent added which tag, what all campaigns have been sent to the user, and so on and so forth. Moreover, ...