Chats Overview

The Chats page in Flovoo helps you follow your customer conversations from all your connected channels in one place, without switching between different apps.

The page is divided into three parts: the chats list on one side, the chat window in the middle, and the contact details on the other side.

Chats List

The list shows chats sorted by the latest message. Each chat shows the contact name, part of the last message, the channel icon, and the time of the last message.

A badge with the number of unread messages appears next to the chat and disappears when you open it.

Search for a Chat

You can search for a chat by the contact name or phone number, in full or in part. Results appear as you type.

View Chats by Assignee

You can choose which chats to view from the view menu at the top of the list:

• All chats: All chats available to you based on your role.
• My chats: Only the chats assigned to you.
• Unassigned chats: Chats that have no assignee yet. New chats appear here automatically until they are assigned.

The list updates instantly when a chat's assignee changes or a new message arrives, without refreshing the page.

Who Can See Which Chats?

• Owners and Admins: See all chats in the workspace.
• Managers: See their own chats and the chats of their team members.
• Agents: See only the chats assigned to them.

Chats and Groups

At the top of the list, you can switch between Chats for one-to-one chats and Groups for WhatsApp groups.

Chat Window

When you open a chat, messages appear in chronological order. Incoming messages appear on one side and sent messages on the other, with the time of each message.

When you scroll up, older messages load automatically.

Message Statuses

Each message you send shows its status next to it:

• Sending: The message is on its way.
• Sent: The message reached the channel.
• Delivered: The message reached the customer's device.
• Read: The customer opened the message.

If a message fails to send, an error icon appears with an option to retry.

Send Messages

To send a message:

1. 1
   Open the chat.
2. 2
   Type your message in the message box at the bottom of the window.
3. 3
   Press Enter to send.

To add a new line without sending the message, press Shift + Enter.

Send Files

You can send images, videos, documents, and audio files from the attachment icon, or by dragging and dropping the file into the message box.

• You can send more than one file in a single message.
• You can add a caption under an image, video, or document.
• A preview of the file appears before sending, and you can cancel the upload before it completes.

Send a Voice Message

1. 1
   Click the microphone icon in the message box.
2. 2
   Record your message. You can pause and resume the recording.
3. 3
   Click Send to preview and listen to the message.
4. 4
   Click Send again to send it.

The microphone icon changes to the send button automatically when you type text or add a file.

The WhatsApp 24-Hour Window

On WhatsApp, you can send a free-form message to a customer within 24 hours of their last message to you. After this window ends, you need to send a message template approved by Meta to restart the conversation.

To learn more, see What Are WhatsApp Message Templates?.

Act on a Specific Message

Hover over the message, then click the ⋮ menu to see the following options:

• React: Select one of the quick emojis, or click + to choose another one.
• Reply: A quote of the message appears above the message box, then appears with your reply after sending.
• Copy: Copies the message text.
• Edit: Only for messages you sent, and within 15 minutes of sending.
• Delete: Only for messages you sent.

You can add only one reaction per message. To replace it, choose another emoji. To remove it, click the same emoji again.

When you click a quoted message, Flovoo jumps to the original message and highlights it for a few seconds.

Contact Details

The side panel of the page shows information about the contact you are chatting with, such as name, phone number, and email, as well as the assignee, tags, stage, and other fields.

You can edit this information directly from the chat. Other chats linked to the same contact also appear here, and you can open them with one click.

To learn more about contact information, see Contact Fields.

Frequently Asked Questions