AiSensy History Page
Chats
1.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.
2.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.
3.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. Since these messages are pre-approved by WhatsApp itself hence, these messages can not be promotional in nature and won’t be considered spam. Once the user replies to that message, the user becomes Active and goes back to the Active Section of the Live Chat Page.
4.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 in the history page.
Filter & User Profile
1.How to filter the audience in the History Page?
There is a Filter Icon in the History Page. The Agent needs to choose the filter option, apply some filter parameters according to the use case and then just need to apply.
2.What all parameters can be used to filter down the audience on History Page?
The audience can be filtered down on the following parameters: Name, Mobile Number, Tags, Source, First Message Tags, Intervened, Campaigns, Closed, Requested, Last Active, when the user was Created and all the various Attributes set within the chatbot. Also, multiple levels of audience segmentation can be done for smart targeting.
3.Is the User Profile in History Page similar to that in Live Chat Page?
Yes, the User Profile is entirely the same in both the History Page and Live Chat Page.
4.Can the Agent make changes in the User Profile in History Page?
Yes, the Agents can make changes in the User Profile by adding/removing Tags. Only the intervention can not be done.
5.Can I send campaigns to users from the History Page?
No. Campaigns can be sent from both the Contacts Page and Campaigns Page but not the history page. The filter in the history page is for the Agent to study and segregate the leads accordingly.
Kindly visit AiSensy and book a demo for more details.
