> ## Documentation Index
> Fetch the complete documentation index at: https://docs.greentick.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Chat

> Read customer conversations and reply from the connected WhatsApp number.

**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.

## 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.

## 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

> [!NOTE]
>
> 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.


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