Chat Screen Conversation

Welcome to OwnChat! Navigate this exciting space with our glossary of key terms. Explore the Chat screen features and unlock OwnChat's full potential.

Overview

The Chat Screen is the central workspace for managing WhatsApp conversations inside OwnChat. It allows users to send messages, assign conversations, manage statuses, and track customer interactions.

It is part of the Inbox module and is used to handle live customer chats.

It helps teams organize conversations, manage ownership, and maintain structured communication.

Prerequisites

• WhatsApp number connected to OwnChat

• Active conversation available in Inbox

• User access to the Chat module

How to Access the Feature

Navigation Path: Dashboard → Inbox → Chat Screen

Open any conversation from the Inbox to access the Chat Window.

Interface Overview

The Chat Screen consists of the following sections:

Chat Window

• Customer messages appear on the left

• Your messages appear on the right

• Message input field at the bottom

• Delivery and read status indicators

Message Composer Area

Located at the bottom of the chat window.

Available options:

• Type message

• Attach files

• Add emojis

• Use templates

• Send products

Important: Once the conversation timer closes, only approved templates can be sent.

Assignment & Status Controls

Dropdown options are available at the top of the chat.

Assign conversation to:

• Team member

• Bot

• Yourself

Change chat status:

• Open

• In Progress

• Closed

Conversation Status Views

Available in the chat list view:

• All – View all conversations

• Open – View open chats

• In Progress – View assigned chats

• Closed – View closed chats

Each status displays a conversation count.

Contact Information

Customer name and number are automatically saved in:

• Chat Screen

• Contact Screen

Step-by-Step Setup Guide

Sending a Message

Step 1: Open a conversation from Inbox Step 2: Type your message in the bottom input field Step 3: Add attachments, emojis, template, or product if required Step 4: Click Send

If the conversation timer is closed:

Step 5: Click Template Step 6: Select an approved template Step 7: Click Send

Assigning a Conversation

Step 1: Open the chat Step 2: Click the assignment dropdown Step 3: Select:

• Team member

• Bot

• Assign to myself

Once assigned, the status automatically moves to In Progress.

Changing Chat Status

Step 1: Open the chat Step 2: Select the assigned user Step 3: Change the status to:

• Open

• In Progress

• Closed

If status is changed to Closed:

• The conversation becomes unassigned

• It returns to Inbox

Assigning to a Bot

Step 1: Open the chat Step 2: Click the assignment dropdown Step 3: Select the required bot

The bot will handle replies for that conversation.

Managing Conversations

Step 1: Use chat list filters (All, Open, In Progress, Closed) Step 2: Click the required status view Step 3: Monitor conversation counts

Organizing Chats

Within the chat:

• View contact details

• Add tags

• Add customer notes

• View open rates

These tools help improve workflow and internal tracking.

Important Behaviour Notes

• Status automatically changes to In Progress when assigned.

• When changed to Closed, the conversation becomes unassigned.

• Status changes and assignments are visible internally only. Customers cannot see internal updates.

• After the conversation window closes, only approved templates can be sent.