Message Timeline
The center of the screen displays the full conversation history.What users do here
- Read previous messages before replying
- Understand customer context
- Track automated vs manual responses
- View timestamps and delivery status
Why it matters
Reviewing the timeline prevents:- Duplicate replies
- Out-of-context responses
- Missed customer intent
Conversation Header
The top section contains key conversation controls.What users see
- Contact name and phone number
- Channel (e.g., WhatsApp)
- Labels and status (e.g., Unsubscribed)
What users can do
- Reassign conversation
- Pause or resume automation
- Start actions like call or menu options
Conversation Actions
Actions are available directly within the chat.Examples
- Translate message
- React to messages
- Perform quick actions (reply tools)
Reply Composer
The bottom input area is used to send messages.
Features
- Type and send replies
- Attach files or media
- Send location or documents
- Use templates or automation triggers
Best practice
Before sending a reply:- Review recent messages
- Confirm correct conversation
- Check assignment
- Send appropriate response
System Messages
Some messages are generated automatically.Examples
- Automation responses
- Welcome messages
- System notifications
Load More Messages
Older messages can be loaded when needed.- Helps review past conversations
- Useful for long-running support threads
Why Conversation View Matters
This is where actual communication happens.- Centralizes all interaction
- Ensures context-aware replies
- Improves response quality and speed