Chat history
The History page holds chats with customers who have gone quiet: 24 hours or more since their last message. You cannot reply to them freely, because WhatsApp's 24-hour window has closed. You can send them a template.
For example: a customer's last message was today at 7:30 pm. If they have not written again by 7:30 pm tomorrow, their chat moves to History.
What you can and cannot do
| In History, you can | In History, you cannot |
|---|---|
| Read the whole conversation | Intervene |
| Edit the customer's tags and attributes | Send a regular message |
| Send them an approved template |
As soon as the customer writes again, whether in reply to your template or on their own, the chat goes back to Active Chats in Live Chat, and you can reply freely again.
Send a template to one customer
- Open the History page.
- Find the customer and click Send Template.
- Pick an approved template.
- Fill in the template's variables and check the preview.
- Click Send.
This sends to one person. To reach many people at once, use a broadcast. See Send a broadcast.
When to use it
To finish a conversation you missed. A customer asked a question late at night and nobody answered within 24 hours. A template is the only way back. Keep a general one approved for exactly this, such as "Hi {{1}}, sorry we missed your message. We are here now if you still need help. Just reply to this message."
To follow up on something you promised. "We will let you know when it is back in stock" is a promise. When it is, a template to that one customer keeps it.
Not for a hard sell. A customer who stopped replying may have lost interest. One helpful follow-up is fine. A string of templates to someone who is not answering is how you get blocked.
The easiest way to need History less is to answer inside the window. See Live Chat.
Updated about 1 month ago