> For the complete documentation index, see [llms.txt](https://squarebox-ai.gitbook.io/squarebox/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://squarebox-ai.gitbook.io/squarebox/chat/how-chats-work.md).

# How Chats Work

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**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.

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**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.

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**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.

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**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.