What all chats go to the History Page? All the users that become Inactive go to the History Page.

Table of Contents

  • What all chats go to the History Page?

  • Can the Agents intervene the chats in the History Page?

  • How do I initiate a chat with the users in the History Page?

  • If a user in History Page initiates a conversation, will it remain in the History Page?

What all chats go to the History Page?

All the users that become Inactive go to the History Page. A user becomes inactive if it doesn’t reply for straight 24 hours. For example, a user sent the last message today at 7:30 PM IST. Now, if the user doesn’t reply till 7:30 PM tomorrow, the user becomes inactive and goes to the History Page.

Can the Agents intervene the chats in the History Page?

The Agents can only intervene the chats of the Active Users. Since all the users/chats in History Page are Inactive, the Agents can not intervene the chats. WhatsApp has provided a 24 hours window for businesses to interact with the users. Once it is over, the business can not intervene the chat. This is done to protect the privacy of the users and also to avoid spamming.

How do I initiate a chat with the users in the History Page?

The business can only initiate the chat with an Inactive user via a Template Message and these Template messages have to be pre-approved by WhatsApp itself. Hence, these messages can not be promotional in nature to avoid spamming users. Once the user replies to that message, the user becomes Active and goes back to the Active Section of the Live Chat Page. Now, the Agents can intervene in the chats and start interacting with the users.

If a user in History Page initiates a conversation, will it remain in the History Page?

If a user in History Page initiates a chat or replies to a message, the user becomes Active and goes to the Active Section of the Live Chat Page. Hence, the user won’t remain on the history page.



FAQ

FAQ

01

Why Choose Serri?

02

How Can Serri Transform My Business?

03

What Do I Need to Get Started with Serri?

04

Getting Started with Serri: How Long Does It Take?

05

What Level of Support Does Serri Offer?

06

How can I get the WhatsApp Business Verified green tick?

07

Can I use my existing WhatsApp number with SerriWAMS?

08

Is Serri Safe for Bulk Messaging?

09

Migrating to Serri: Is It Complicated?

10

Can Serri Assist in Customer Acquisition?

11

Understanding Serri's Payment Terms?

12

Are There Any Hidden Charges with Serri?

13

Interested in Volume Discounts?

© Serri Labs Private Limited

All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them

© Serri Labs Private Limited

All product and company names are trademarks or registered trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them