Managing WhatsApp Conversations in Frontline
Overview
Once you've successfully integrated WhatsApp with Frontline, you'll be able to manage all your WhatsApp conversations directly from your Frontline dashboard. This guide will walk you through how to effectively manage these conversations, understand the available features, and navigate the conversation interface.
Viewing WhatsApp Conversations
When a customer reaches out to you via WhatsApp, Frontline automatically captures and displays:
Customer Name: Displayed as it appears in their WhatsApp profile
Phone Number: Automatically captured from the incoming message
Conversation History: A chronological view of all messages exchanged
Session Expiration Timer: Shows the time remaining before the conversation window closes (24 hours from the last customer message)
Channel Indicator: Clearly shows that the conversation is coming from WhatsApp
Read Receipts: You can view read receipts in the conversation. A single gray tick means sent, two gray ticks mean received, and two blue ticks means read.
Note:
If the recipient's phone is off and the message isn’t delivered to any of their linked devices, the second check mark won’t appear.
It isn’t possible to change the color of the check marks.
You'll be able to access conversation transcripts by selecting an AI Agent and navigating to the conversations tab.
Missing read receipts
If you don't see two blue check marks, a blue microphone, or Opened next to your sent message or voice message:
You or your recipient might have disabled read receipts in the privacy settings.
The recipient might have blocked you.
The recipient might not have opened your conversation.
You or the recipient might be experiencing connection issues.
When a person gets your message for the first time, a read receipt might not be sent to you.
Conversation Timeline
The conversation timeline provides a complete history of your interactions with the user. Each message includes:
Timestamp showing when the message was sent or received
Clear indication of who sent each message (customer or agent)
Visual styling to distinguish between incoming and outgoing messages
Features and Capabilities
Your Frontline AI Agent can currently:
Respond to Text Messages: Fully capable of processing and responding to plain text messages
Handle Message Replies: The agent will intelligently reference specific messages when customers use WhatsApp's reply feature
Multi-language Support: Communicate with customers in their preferred language
Coming Soon
We're actively working to expand WhatsApp integration capabilities:
Voice Message Support: Soon your agent will be able to process and respond to incoming voice messages
Multimedia Handling: Ability to respond to multi-media messages like images and documents
Outbound Messaging: Initiate conversations with customers using WhatsApp's message templates
Template Manager: Create and manage message templates directly within Frontline
Conversation Limitations
It's important to understand certain WhatsApp-specific limitations:
Reactions: Currently, the agent doesn't respond to message reactions (emoji reactions to messages)
24-Hour Window: WhatsApp conversations expire 24 hours after the last customer message
Business Policy Compliance: All communications must comply with WhatsApp's business policies
Using Filters
You can use the filter option in the Conversations view to isolate WhatsApp conversations.
Analytics and Insights
Track the performance of your WhatsApp channel from the analytics dashboard.