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Managing WhatsApp Conversations

The Chat interface behaves differently depending on your role.

Agent View (Interaction)

Agents are the ones who communicate with customers. - Interact: Reply to messages, send media, and use templates. - My Chats: Agents see chats assigned to them or unassigned chats they can pick up.

Admin View (Monitoring)

Admins have a high-level view of all operations. - Monitor Activities: See all active conversations across all agents. - Oversight: Ensure agents are replying correctly and on time. - Intervention: Admins can step in if necessary, but primarily use this view to supervise.

Key Chat Features

  • Assignment: Assign chats to specific agents.
  • Notes: Add internal comments only visible to your team.
  • Status: Mark chats as Open, Pending, or Closed.