> 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/key-features.md). # Key Features ## **Customer Conversations** * Directly chat with customers who have initiated the conversation. * Use personalized messages and templates to enhance engagement.

*Active chats list with customer names and unread message indicators.*

## **WhatsApp Messaging Rules** * **24-Hour Window**: You can send free-form messages within 24 hours after a customer has initiated the chat. * **Template Messages**: If the 24-hour window has passed, you can only send pre-approved templates to reinitiate communication.

*Warning message for sending a message outside the 24-hour window.*

## **Pre-Approved Templates** * Select and send WhatsApp-approved templates for situations like follow-ups or event reminders. * Templates can include variables (e.g., {{customer\_name}}, {{date}}) for personalization.

*Selecting a pre-approved template, adding variables, and sending it.*

## **Customer Profile at a Glance** * View customer information, tags, lead statuses, and associated segments directly within the chat. * Update lead states and tags in real time during conversations.

*Customer profile panel on the right side with lead status options and segments.*

## **Message History** * View the full conversation history, including delivery status (sent, delivered, failed). ## **Search and Filters** * Search for specific customer chats or filter conversations by lead state, tags, or segments.

*Searching for a customer chat using the search bar.*

## **Media and File Sharing** * Share images, documents, and links to provide better assistance or information during the chat.