Chat
In the sidebar, you can see a red dot icon if you have unread chats. A "Chat" is unread if your lead has written a personalized message - so sent messages by clicking buttons will not be marked as unread. A chat is marked as read once you reply to the client or manually mark the conversation as read.
My chats
Under "My chats" you will only see chats specifically assigned to your login user. An account can have unlimited users of your company working on it. To see "All Chats" click on the icon next to my chats, there you will be able to see chats not assigned to your login/agent.
All Chats
By clicking "All chats" a pop-up will appear showing you all chats. As you can see in the picture above you can only reply by clicking "Start a conversation" here due to the chat being older than 24 hours, this is due to META restrictions. This means you can only reply by "Template" and not by "Send Message" and thus have to start a new conversation window. If the chat was started less than 24 hours ago you can reply as usual as seen in the image below, you can also send images, video, or PDF files directly via the chat feature.
You can save messages for later by clicking on the "Save for later" icon next to an incoming message.
Select a user via the white checkmark box next to the user name and then "Assign to Agent", "Mark as read" or "Mark as unread".
You can automatically assign all incoming messages to a user by clicking on your Profile on the bottom left, clicking "Team" and clicking "Rules". You can then click the checkmark "Auto-assign unread chats to specific agent" and choose a user you want to auto-assign all incoming messages.
Chat: Filter
On the top you have various filters you can use to find specific chats such as:
Unread
Tags
Filter for date
Saved for later
Assigned to
Flows
Use these or the search bar to find the conversations you are looking for.
Advanced Filters: Decentralised Support Features
Watch this video to understand how you can
enable your POS retail stores and partners to use WhatsApp-support locally
enable your multiple countries to scale on WhatsApp, all from one number
enable support & sales to do dezentralised support & marketing campaigns to their dedicated audience
integrate with all our system partners like HubSpot, Salesforce, zendesk, Gorgias, Freshdesk, Intercom, Ominsend, Shopify, Shopware, WooCommerce and many, many more.
and much, much more..
Source: Chatarmin, Q2 2024
Pair this with your integrations and Chatarmin's AI and use the most professional WhatsApp Franchise Setup in the world.
Customer Support: Trigger flows manually out of chats
It is possible to manually trigger flows for individual users, when in chat. This is sometimes useful, if you want to send users into:
AI-chat
dedicated user-journeys
more sophisticated flows
multi-day-user-journeys
standardized lead-enrichment-flows
Here's what it looks like to trigger flows manually from chat from a chat-perspective:
Source: Chatarmin, Q3 2024
Flows: Trigger flows out of other flows
Here's what it looks like to trigger flows from within flows:
Source: Chatarmin, Q3 2024
This makes sense, if you
don't always wanna work with buzzwords to enter flows
build multiple flows for the same user journey
don't wanna work with multiple flows to achieve the same
don't wanna use separate flows to guide the user in the same automation