Real-time chat

The Chat section is the unified inbox for all WhatsApp conversations. It works like a messaging client, with a few extra tools designed for team collaboration.

The interface

On the left, the list of conversations with unread badges and last message; in the middle, the selected chat; on the right, the contact profile with order history, bookings, and internal notes. A familiar view for anyone who has used a messaging app.

Assignment and collaboration

• Auto-assignment. New conversations are distributed among online operators according to configurable rules (round-robin, to a specific department, based on keywords).
• Manual transfer. An operator can hand a conversation to a more suitable colleague, preserving the history and notes.
• Internal notes. Visible only to the team, not to the customer. Useful for notes, context, and flagging.
• Quick replies. Saved phrases recalled with a shortcut: 'hours', 'address', 'directions'. They speed up repetitive replies.

Conversation status

Each conversation has a status: open, waiting for customer, waiting for team, closed. The status updates automatically but can be forced to organise the workflow. Closed conversations can be reopened if the customer writes again.