Chat Management
WhatsMark’s Chat feature allows your team to handle customer conversations across WhatsApp channels efficiently. This document covers everything from setting up real-time messaging using Pusher to managing permissions and using AI-powered features.
Initial Setup – Pusher Integration
Before using the chat system, you need to enable real-time updates by integrating with Pusher.
Pusher Account Not Set Up
If you see the above screen, it means your real-time features aren’t configured yet.
Fix Instructions
1. Access System Settings
- Go to:
Settings → System Settings → Pusher
- Configure your Pusher App ID, Key, Secret, and Cluster
2. Follow Documentation
Refer to the Pusher Setup Documentation for step-by-step guidance.
WhatsMark Chat Interface
Main Interface
Here’s a breakdown of the main chat screen:
1. Sender Phone Number
Shows the phone number used for the current chat session.
2. Contact Dropdown
Select between multiple WhatsApp numbers (if configured).
TIP
Use this when managing multiple business numbers.
3. Search Bar
Quickly find contacts or specific messages.
4. Contact List
Displays recent contacts and latest messages for fast access.
5. Contact Details
See the contact’s name and phone number at the top of the chat.
6. Reply Time Reminder
Displays how long you have to reply under Facebook’s 24-hour messaging policy.
TIP
Within 24 hours, you can freely respond to messages. After that, limited message types are allowed. Learn More
7. Profile Image
View WhatsApp profile image of the contact, if available.
Chat Information Panel
Click the ℹ️ icon in the chat to open the User Info Panel.
Contact Details
- Name: e.g., Bansi Davda
- Phone: e.g., +919586372111
Status
Track the contact’s progress using stages:
Options:
In s
(initial)In Progress
Contacted
Qualified
Closed
Source
Indicates how the contact was added.
Examples:
whatsapp
facebook
nnn
Groups
Assign contact to multiple groups:
Examples:
whatsapp-group
facebook-group
Referral
Timestamps
- Created: e.g., Sep 08, 2025, 03:03 PM
- Last Activity: e.g., Sep 09, 2025, 11:12 AM
Notes
Add internal notes (e.g., lead source, follow-up summary) using the ➕ icon.
Search Chat History
- Click the search icon to open search box.
- Results highlight matched terms.
- Scroll to load and search historical messages.
More Options
1. Delete Chat (Role-Based)
Only users with Delete Chat permission can remove chat records.
How to Enable This
Create Role with Delete Permission
- Go to
Setup → Roles
- Create or edit a role.
- Enable the Delete checkbox under the Chat section.
Deleting a Chat
- Log in as a user with delete permissions.
- Navigate to the chat section.
- Click delete icon to remove the conversation.
NOTE
Only authorized users with Delete Chat permission can perform this action.
2. Assign to Support Agent
Assign chats to specific team members:
- Promotes accountability.
- Prevents duplicate replies.
- Great for multi-agent customer support.
Assign Role to User
- Go to
Application Setings → Support Agent
- Enable the support agent feature, the staff will automatically be assigned to the chat. Admins can also assign a new agent from the chat page.
For futher information please refer: Support Agent
AI Tools in Chat
Click the AI icon to enhance your message using AI tools:
- ✍️ Grammar Correction
- 🌍 Translation
- 🎯 Tone Adjustment
- 🛠️ Custom Prompts
Use these features to communicate more effectively and professionally.
Emojis
- Select emojis to personalize messages.
- Helps set a friendly, engaging tone.
Attachments in Chat
Available Options:
Attach Image
Send product shots, documents, or screenshots.
Attach Video
Useful for demonstrations, walkthroughs, or tutorials.
Attach Document
Send PDFs, Word files, invoices, or brochures.
TIP
Check Media Guidelines for size and format limits.
Canned Replies
Pre-configured message templates that agents can quickly insert into a chat.
Use for:
- Frequently asked questions
- Standard greetings
- Company policies
Send Voice Message
- Record and send voice notes directly from the interface.
- Good for quick updates or multilingual support.
Message Input Box
- Type your message here.
- Supports merge fields using
@
(e.g.,@staff_firstname
) - Use
Shift + Enter
for a new line.
Preview – Full Chat Flow
Watch this video for a complete overview of the WhatsMark Chat Interface—from sending messages, using AI tools, adding notes, to deleting chats.
Summary of Features
Feature | Description |
---|---|
Real-time Messaging | Enabled via Pusher integration |
AI Chat Tools | Grammar fixes, tone adjustments, translation |
Canned Replies | Quick templates for FAQ-style responses |
Chat Search | Search entire message history with highlighting |
Multi-Agent Assignment | Assign chats to team members |
Attachments | Images, Videos, PDFs, and more |
Delete Permission | Role-based access to chat deletion |
Contact Info & Notes | View metadata and leave internal notes per contact |