Chat Management

WhatsCloud’s Chat feature allows your team to handle customer conversations across WhatsApp channels efficiently. This document covers everything from setting up real-time messaging using Pusher to managing permissions and using AI-powered features.

Initial Setup – Pusher Integration

Before using the chat system, you need to enable real-time updates by integrating with Pusher.

Pusher Account Not Set Up

If you see the above screen, it means your real-time features aren’t configured yet.

Fix Instructions

1. Access System Settings

• Go to: Settings → System Settings → Pusher
• Configure your Pusher App ID, Key, Secret, and Cluster

2. Follow Documentation

Refer to the Pusher Setup Documentation for step-by-step guidance.

WhatsCloud Chat Interface

Main Interface

Here’s a breakdown of the main chat screen:

1. Sender Phone Number
   Shows the phone number used for the current chat session.
2. Contact Dropdown
   Select between multiple WhatsApp numbers (if configured).
   TIP Use this when managing multiple business numbers.
3. Search Bar
   Quickly find contacts or specific messages.
4. Contact List
   Displays recent contacts and latest messages for fast access.
5. Contact Details
   See the contact’s name and phone number at the top of the chat.
6. Reply Time Reminder
   Displays how long you have to reply under Facebook’s 24-hour messaging policy.
   TIP Within 24 hours, you can freely respond to messages. After that, limited message types are allowed. Learn More
7. Profile Image
   View WhatsApp profile image of the contact, if available.

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Chat Information Panel

Click the ℹ️ icon in the chat to open the User Info Panel.

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Contact Details

• Name: e.g., O W N C O D E S
• Phone: e.g., +15559XXX18

Status

Track the contact’s progress using stages:

Options:

• New
• In Progress
• Contacted
• Qualified (Selected)
• Closed

Source

Indicates how the contact was added.

Examples:

• facebook
• whatsapp
• Direct (Selected)

Groups

Assign contact to multiple groups:

Examples:

• CEO (Selected)
• Personal

Timestamps

• Created: e.g., Nov 07, 2025, 05:27.59 AM
• Last Activity: e.g., Nov 17, 2025, 09.58.47 AM

Notes

Add internal notes (e.g., lead source, follow-up summary) using the ➕ icon.

Search Chat History

• Click the search icon to open search box.
• Results highlight matched terms.
• Scroll to load and search historical messages.

More Options

1. Delete Chat (Role-Based)

Only users with Delete Chat permission can remove chat records.

How to Enable This

Create Role with Delete Permission

• Go to Setup → Roles
• Create or edit a role.
• Enable the Delete checkbox under the Chat section.

Deleting a Chat

• Log in as a user with delete permissions.
• Navigate to the chat section.
• Click delete icon to remove the conversation.

2. Assign to Support Agent

Assign chats to specific team members:

• Promotes accountability.
• Prevents duplicate replies.
• Great for multi-agent customer support.

Assign Role to User

• Go to Application Setings → Support Agent
• Enable the support agent feature, the staff will automatically be assigned to the chat. Admins can also assign a new agent from the chat page.

For futher information please refer: Support Agent

AI Tools in Chat

Click the AI icon to enhance your message using AI tools:

• ✍️ Grammar Correction
• 🌍 Translation
• 🎯 Tone Adjustment
• 🛠️ Custom Prompts

Use these features to communicate more effectively and professionally.

Emojis

• Select emojis to personalize messages.
• Helps set a friendly, engaging tone.

Attachments in Chat

Available Options:

Attach Image

Send product shots, documents, or screenshots.

Attach Video

Useful for demonstrations, walkthroughs, or tutorials.

Attach Document

Send PDFs, Word files, invoices, or brochures.

TIP Check Media Guidelines for size and format limits.

Canned Replies

Pre-configured message templates that agents can quickly insert into a chat.

Use for:

• Frequently asked questions
• Standard greetings
• Company policies

Send Voice Message

• Record and send voice notes directly from the interface.
• Good for quick updates or multilingual support.

Message Input Box

• Type your message here.
• Supports merge fields using @ (e.g., @staff_firstname)
• Use Shift + Enter for a new line.

Summary of Features