Access all incoming chats from WhatsApp API, Facebook Messenger, Instagram Direct Message, WeChat Official Account and Web Plugin Live Chat.

Click to access and manage a chat from the left panel chat list. At the section header, perform chat assignment and manage ticket (open/close).

Upon accessing a chat from left panel chat list, the respective customer profile is shown.

• Icon next to Customer Profile Picture: indicate source of messaging channel.

• Ticket status: Open/Close.

• Labels: Organize conversations for better segmentation.

• User Assignment: Assign conversations to specific team members.

• Channel Indicator: Identify the messaging source (WhatsApp, Facebook Messenger, Instagram, WeChat).

• Inbound Messages: Messages from customers.

• System Messages: Internal logs (dark blue, not visible to customers).

• Outbound Messages: Responses sent by agents.

Supported Message Types

• Text

• Emoji & Sticker

• Image: JPG, JPEG, PNG, WEBP

• Video: MP4 (H.264 video & AAC audio), HEIC

• Audio: MP3, OGG (Opus codec), AMR, 3GP, AAC, MPEG

• File: PDF, DOC, DOCX, PPTX, XLSX

• Message Template: Pre-approved WhatsApp templates

• Video Call: Peer-to-peer video calls

• Customer: View/edit customer information, apply/remove labels.

• Note: Add internal notes, view payment records.

• Payment: Process payments (requires setup completion).

• FAQ: Access and insert pre-written answers.

• Schedule Message: Plan messages to be sent later.

• Calendar: View and manage appointments.

• Booking: See customer's booking history.

• Booking Invitation: Send a booking link with available time slots.

Chatroom Interface - Left Panel: in the list of chats, each chat is labelled with the user assignment and the messaging channel.

Options to Filter Chat

Effectively and efficiently manage your chat by first being able to find the chat through filter options, including Messaging Channels, Chat Assignment, Labels, Open/Closed Tickets, Read/Unread Chat, No Reply in 0-1 Day, 1-2 Days, 2-7 Days and Archieve/Unarchieve.

Supported Message Types

• Text

• Emoji & Sticker

• Image: JPG, JPEG, PNG, WEBP

• Video: MP4 (H.264 video & AAC audio), HEIC

• Audio: MP3, OGG (Opus codec), AMR, 3GP, AAC, MPEG

• File: PDF, DOC, DOCX, PPTX, XLSX

• Message Template: Pre-approved WhatsApp templates

• Video Call: Peer-to-peer video calls

WhatsApp-Specific Limits

• Audio/Video/Document: Max 16 MB

• Image: Max 5 MB

• Sticker: Max 100 KB

Chatbot Handling

When a bot is triggered by specific conditions in the chatroom, a notification bar will appear at the top of the chat area. If you wish to stop the bot from continuing its automated replies, simply click “Exit Bot.”

WhatsApp

✅ Any Message

❌ Only Templates

✅ Yes

Facebook Messenger

✅ Any Message

❌ Tags Only

✅ Yes (Post 24h)

Instagram Messaging

✅ Any Message

❌ Tags Only

✅ Yes (Post 24h)

WhatsApp Business API

• User-Initiated Conversation: You have 24 hours to respond with any message type.

• Business-Initiated Conversation: Must start with a pre-approved message template.

• After 24 Hours: Only templates allowed; the system auto-detects and switches accordingly.

Common reasons for failed message delivery:

• Session expired: Customer hasn’t responded in the last 24 hours.

• Media retrieval error: System couldn’t access media file.

• File too large: Exceeds WhatsApp size limits.

• Mismatched file type: Extension doesn't match file type.

• Incompatible combination: Audio/Location/Contact must be sent as separate messages.

• Customer's app outdated

• Customer hasn't accepted new Terms & Conditions

• Phone number isn't WhatsApp-registered: Test via https://wa.me/852XXXXXXXX

Facebook Messenger

• 24-Hour Messaging Window: Any message type allowed, including promotional.

• Post 24 Hours: Only certain Message Tags allowed (e.g., Account Update, Event Reminder).

• Misuse of tags can result in messaging restrictions.

Private Replies - For conversations coming from Facebook or Instagram comments, agents can use Private Replies:

• Where to Use: Triggered from a comment or direct interaction on a post.

• Purpose: Moves the public interaction into a private message thread.

• Time Limit: You can only send a private reply within 7 days of the user's comment.

• Note: The private reply message must comply with the 24-hour standard messaging policy if the conversation continues.

Instagram Direct Message (DM)

• 24-Hour Messaging Window: Any message type allowed.

• Post 24 Hours: Use approved Message Tags only (e.g., Account Update, Post-Purchase Update).

Private Replies - For conversations coming from Facebook or Instagram comments, agents can use Private Replies:

• Where to Use: Triggered from a comment or direct interaction on a post.

• Purpose: Moves the public interaction into a private message thread.

• Time Limit: You can only send a private reply within 7 days of the user's comment.

• Note: The private reply message must comply with the 24-hour standard messaging policy if the conversation continues.

WeChat Official

Broadcast limit: 1 broadcast message daily.

1. Spot a failed message: Marked with a red exclamation (!).

2. Click the message: Opens options menu.

3. Select "Resend": The same message will be resent.

You cannot edit the message before resending. If changes are needed, copy and send a new message manually.