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Live Chat is the inbox for the phone number you have selected. New customer messages appear as conversations. A teammate can reply in the thread while the WhatsApp customer service window is open.

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Reply to a customer

1

Open the conversation

Select the thread in Live Chat. The history shows messages sent from the dashboard, broadcasts, automations, and the API.
2

Send a session message

Text, media, and other session replies are available for 24 hours after the customer’s last message.
3

Send a template when the window is closed

After 24 hours, WhatsApp requires an approved template to continue the conversation. Pick an approved template and fill its named variables.
You can assign a conversation to a teammate from the inbox or from an automation. Full-screen live chat is available from the same inbox when you need more room.

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What creates a conversation

  • A customer messages your connected number
  • You send them a template from a broadcast, the inbox, an automation, or the API
  • A catalog order or a click-to-WhatsApp ad starts a chat on that number
Delivery and read states come from WhatsApp. If a message fails, the thread shows the failure. Retry is available on broadcasts when the plan includes retry failed messages.