# How Chats Work

####

**1. Responding to Customers**

* **Free-Form Messages**: If the customer initiates a conversation, you can reply using free-form messages within 24 hours.
* **Post 24-Hours**: Send a WhatsApp-approved **template message** to re-engage customers after the window has passed.

***

**2. Using Template Messages**

* When a customer has not initiated the conversation, you can send **pre-approved templates** to reinitiate contact.
* Templates allow you to **insert variables** (like name, date, or custom fields) for a personalized experience.

**Steps**:

1. Open the chat window.
2. Select an approved template from the list.
3. Add the necessary variables and send.

***

**3. Managing Customer Profiles in Chats**

* View customer details such as name, phone number, tags, and lead status within the chat window.
* Update the **lead status** (e.g., Interested, Negotiation, Closed) or add relevant **tags** to segment the customer.

***

**4. Sharing Files and Media**

* Share **images**, **documents**, and **links** directly from the chat window to assist customers.
* Use this for sharing brochures, product details, pricing sheets, or any supporting material.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://squarebox-ai.gitbook.io/squarebox/chat/how-chats-work.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.