# 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.

Uploading and sharing an image file directly within a chat window.

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