Conversation Window
The center panel shows the message thread for the selected conversation. This is where you read incoming messages and see your sent messages.
Conversation Header
At the top of the conversation window you'll see:
| Element | Description |
|---|---|
| Back arrow | Returns to the chat list (visible on mobile) |
| Contact avatar | First letter of name with channel-colored status dot (Green = WhatsApp active, Red = WhatsApp expired, Blue = Messenger, Pink = Instagram) |
| Channel icon | Messenger or Instagram icon displayed next to the contact name (WhatsApp conversations show no inline icon) |
| Channel badge | Color-coded badge showing the channel: Messenger (blue), Instagram (pink), or WhatsApp (green) |
| Contact name | Customer's name |
| Contact identifier | Phone number (WhatsApp) or @username and page name (Messenger/Instagram) |
| 24-hour window timer | Countdown showing remaining time — green/orange/red (WhatsApp only) |
| FEP 72h timer | Free Entry Point countdown with gift icon (WhatsApp only, if applicable) |
| Lead History | Opens the lead history view |
| Refresh | Refreshes the conversation |
| Contact Info | Toggles the right-side contact info panel |
2. Capture the header bar showing the contact name, window timer, and action icons
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static/img/screenshots/chat/conversation-window/conversation-header.pngWindow Timer Colors
The 24-hour window timer changes color based on urgency:
| Color | Meaning |
|---|---|
| Green | Plenty of time remaining |
| Orange | Less than 3 hours — nearing expiry |
| Red | Window has expired — templates only |
Free Entry Point (FEP) Timer
If a customer contacted you through a WhatsApp ad or call-to-action, a special 72-hour free messaging window is available. This appears with a gift icon and "FEP 72h" label. During this window, all messages are free of charge.
The 24-hour window timer and FEP 72-hour timer only appear on WhatsApp conversations. Facebook Messenger and Instagram conversations do not show these timers — they have their own messaging policies handled by the platform.
Message Bubbles
Messages are displayed as chat-style bubbles:
| Message type | Position | Color |
|---|---|---|
| Sent messages (from you) | Right side | Light green |
| Received messages (from customer) | Left side | White |
Each bubble has a speech tail on the last message in a group.
2. Capture several messages showing the sent/received bubble styles
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static/img/screenshots/chat/conversation-window/message-bubbles.pngDate Dividers
When messages span multiple days, a date divider line appears showing the full date (e.g., "January 15, 2025"). This helps you quickly find when a conversation happened.
Message Types
The Chat page displays many different types of messages across all channels:
Text Messages
Plain text messages with formatting support (bold, italic, strikethrough).
Image Messages
Images appear as thumbnails inside the message bubble. Click to view the full-size image.
Video Messages
Videos show a preview thumbnail with a play button. Click to watch.
Document Messages
Documents show a file icon with the filename. Click to download.
Audio Messages
Audio messages display as an audio player with play/pause controls.
2. Capture messages showing image, video, document, and audio previews
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static/img/screenshots/chat/conversation-window/media-messages.pngTemplate Messages
Sent template messages appear in a special format showing the full template layout — header, body, footer, and buttons — just as the customer sees them.
Interactive Messages
Interactive messages (product listings, button responses, list selections) display with their interactive elements rendered.
Order Messages
When a customer sends a product order through WhatsApp, it appears with product details including item names, quantities, and prices.
Channel-Specific Messages
Some message types are channel-specific:
| Channel | Unique message types |
|---|---|
| Flows, product/catalog messages, order messages, reactions | |
| Facebook Messenger | Messenger-specific templates, postback buttons |
| Instagram DM | Story replies, story mentions |
Special Message Indicators
Forwarded Messages
Messages that were forwarded show a "Forwarded" label at the top of the bubble.
Reply Context
When a message is a reply to a previous message, a quoted preview of the original message appears above the reply. This helps you follow the conversation thread.
2. Capture the reply showing the quoted context above the reply text
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static/img/screenshots/chat/conversation-window/reply-context.pngReactions
Emoji reactions from the customer appear as small badges at the bottom of the message bubble.
Empty State
If no conversation is selected, the center panel shows a placeholder message: "Select a conversation or start a new chat".
If a selected conversation has no messages yet, you'll see: "No Messages".
Messages load automatically in real time. You don't need to manually refresh — new messages appear instantly as they arrive.