The Chats page displays all WhatsApp chats that are opened through the WhatsApp Business Account.
The blue text indicates, that a chat has unread messages.
Through a click on an individual chat, the Chat page is opened. The chat page displays the conversation between the contact and the business.
Chatbot Status
The slider on the top right of the page indicates if the chatbot is enabled or not. An admin can decide to deactivate the chatbot for specific phone numbers or temporarily to communicate with the contact more freely and without the chatbot interfering.
Always make sure to activate the chatbot again when you want so that the customer should be able to place orders again.
Save new Contacts
On the top of the page, the contact name and the phone number are displayed. If a phone number is not yet registered as a contact, the profile name from WhatsApp is displayed together with the option to save the contact.
Customer initiated messages
If the contact reaches out first, a customer-initiated window is opened. In the 24-hour window after the initial message, the business can freely write messages and chat with the customer.
The 24h window has expired. Use a template message to initiate a new window or wait for the contact to initiate a new one.
Business initiated messages
The red info-icon on the left to the text-input indicates, that the business cannot send any freely typed messages to the contact. Additionally, the input field is blocked. To send a message to the contact, a template message needs to be approved by Meta and a broadcast can be sent through the Broadcast page.