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The Message section handles non-voice communication with customers, primarily WhatsApp. If your campaign includes messaging, this is where you respond to incoming chats and track conversations. Open it from the left navigation menu.

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Message tabs

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Message layout

  • Active (left panel): all open conversations waiting for a response.
  • Conversation (centre panel): the full message thread with the customer. Type your reply here.
  • Lead Information (right panel): the customer’s lead data, automatically matched from the system.
Check the UnAttended tab regularly. Messages left unattended will escalate and may affect your performance metrics.