Frequently Asked Questions
Multi-Channel
Which channels are supported in Chat?
The Chat page supports conversations across WhatsApp, Facebook Messenger, and Instagram DM. All conversations appear in one unified inbox regardless of channel.
How do I know which channel a conversation is on?
Each conversation shows a channel icon on the contact's avatar — a WhatsApp icon, Messenger icon, or Instagram icon. The channel is also displayed in the Contact Info panel.
Can I switch channels within a conversation?
No. Each conversation is tied to a specific channel. If the same customer reaches you on both WhatsApp and Messenger, they appear as separate conversations (and separate contacts).
24-Hour Window
What is the 24-hour messaging window?
WhatsApp enforces a 24-hour messaging window — you can send free-text messages only within 24 hours of the customer's last message. After it closes, you can only send approved template messages. Messenger and Instagram have their own messaging policies — when a conversation is inactive, you see an info notice and must wait for the customer to message you again.
How do I know if the window is active?
For WhatsApp, look for two indicators:
- Green dot on the contact's avatar in the chat list = window is active
- Countdown timer in the conversation header shows exactly how much time is left
For Messenger and Instagram, there is no countdown timer. When the conversation is inactive, the message editor is replaced with a notice: "No recent conversation. Send a message when the customer messages you."
What happens when the window expires?
- WhatsApp: The text editor disappears and is replaced by a "Send Template Message" button. You can still send approved templates to re-open the conversation.
- Messenger / Instagram: The text editor disappears and an informational notice appears. You must wait for the customer to message you first — there is no template fallback.
The timer is orange — what does that mean?
The timer changes color based on urgency:
- Green = plenty of time remaining
- Orange = less than 3 hours left — act now!
- Red = window has expired
Free Entry Point (FEP)
What is the 72-hour FEP window?
When a customer contacts you through a WhatsApp ad or a call-to-action button, you get a special 72-hour messaging window where all messages are free. This is shown as a gift icon with "FEP 72h" in the conversation header.
How is FEP different from the regular 24-hour window?
| Feature | 24-hour window | FEP 72-hour window |
|---|---|---|
| Duration | 24 hours | 72 hours |
| Trigger | Customer sends any message | Customer comes from an ad or CTA |
| Cost | Regular pricing | Free messaging |
| Indicator | Green dot + timer | Gift icon + "FEP 72h" timer |
Sending Messages
Why can't I type a message?
This could be because:
- The 24-hour window has expired — you can only send templates. Look for the red dot on the contact
- Your account is suspended — check the yellow warning bar for billing issues
- The contact has opted out — you'll see a red warning bar
- You don't have send permissions — contact your administrator
- The channel doesn't support this action — some features are channel-specific (e.g., Flows are WhatsApp only)
How do I send a template message from the chat?
- Click the lightning bolt button in the message toolbar (or the "Send Template Message" button if outside the 24-hour window)
- Select a template from the list
- Fill in any parameters
- Click Send
Can I send images and files?
Yes! Click the paperclip button in the message toolbar to:
- Upload images (JPG, PNG)
- Upload videos (MP4)
- Upload documents (PDF)
- Upload audio files
You can add an optional caption before sending.
What does Ctrl+Enter do?
Ctrl+Enter is the keyboard shortcut to send your message. It's the same as clicking the Send button.
Contact & Lead Management
How do I assign a conversation to an agent?
- Open the conversation
- Click the info icon to open the Contact Info panel
- Click the edit icon next to the Agent field
- Select the agent from the dropdown
- Click Apply
Only Admins and Managers can reassign conversations. Agents cannot change the assignment.
How do I update the lead status?
- Open the Contact Info panel (info icon)
- Click the edit icon next to the Status field
- Select the new status
- Click Apply
How do I add tags to a lead?
Open the Contact Info panel and scroll to the Tags section. Use the tag manager to add, remove, or create new tags.
How do I schedule a follow-up?
- Open the Contact Info panel
- Scroll to the Follow-ups section
- Click the + button
- Fill in the follow-up details (date, comments)
- Save
Filtering & Search
How do I find a specific conversation?
Use the search bar at the top of the chat list. You can search by:
- Contact name
- Email address
- Mobile number
How do I filter by unread messages?
- Click the filter button (funnel icon) next to the search bar
- Set Message Status to "Unread"
- Click Apply
How do I see only conversations needing a reply?
- Click the filter button
- Set Message Status to "Need Reply"
- Click Apply
How do I remove all filters?
Either:
- Click Clear All next to the active filter chips, or
- Open the filter drawer and click Reset
What do the tabs (Active, New, All) mean?
| Tab | Shows |
|---|---|
| Active | Conversations within the 24-hour messaging window |
| New | New or unread conversations |
| All | All conversations regardless of status |
Message Status
What do the tick marks mean?
| Ticks | Meaning |
|---|---|
| Single tick (✓) | Message sent to the platform |
| Double tick (✓✓) | Message delivered to customer's phone |
| Double blue tick (✓✓) | Customer has read the message |
| Red exclamation (!) | Message failed to send |
A message shows "Failed" — what do I do?
- Click on the red Failed text to open error details
- Read the error message to understand the issue
- If a Retry button is available, click it to resend
- If retry is not available, you may need to send a new message
Common failure reasons:
- Customer's phone is off or not connected
- Invalid phone number or identifier
- Channel account issue (WhatsApp, Facebook, or Instagram)
- Rate limit exceeded
- Channel-specific policy violation
Can I retry a failed message?
Some failed messages have a Retry Message button in the error details dialog. Click it to attempt resending. Not all errors are retryable — permanent failures (like invalid numbers) cannot be retried.
Display & Settings
How do I change the font size?
Click the font size toggle button in the chat list header (text increase/decrease icon). This switches between small and large font sizes for the entire Chat page.
Why do some messages show "Template:" or "Broadcast:" labels?
These labels appear when you have template or broadcast filters active. They help you identify which template or campaign was used for each message. The labels disappear when you clear those filters.
Troubleshooting
I see "Select a conversation or start a new chat"
This is the default view when no conversation is selected. Click on any conversation in the chat list to open it.
Messages are not updating in real time
Try clicking the Refresh button in the conversation header. If the issue persists, check your internet connection or try refreshing the page.
I can't see the Contact Info panel
Click the info icon (ⓘ) in the conversation header to toggle the panel open. On smaller screens, the panel overlays the conversation instead of appearing side by side.
The chat list is empty
Check if you have filters active that are hiding conversations. Look for colored filter chips below the search bar and click Clear All to reset.