Concepts

All Chats

The All Chats section displays every conversation across all integrated channels. It includes both active and closed conversations, providing a comprehensive view of customer interactions.

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My Chats

This section shows chats assigned specifically to the logged-in agent, allowing for focused message handling.

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Unassigned Chats

Chats that are handled by bots and haven't been assigned to an agent yet appear here. Agents can manually take over a chat or be automatically assigned conversations based on routing rules.

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Channels

Represents the different messaging platforms integrated with QuickReply, such as WhatsApp, Instagram, Facebook Messenger, and Live Chat (Webchat).

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Agents

Agents are users assigned to handle conversations. When clicked on a particular agent’s name, you can see the entire list of chats assigned to them.

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Tags

Tags/ User Tags are labels that allow agents to categorize and organize conversations for better tracking and filtering. Tags can represent priority levels (e.g., "High Priority"), customer intent (e.g., "Refund Request"), conversation type (e.g., "Product Inquiry"), or any other term by which you’d like to group your users.

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Lead Stage

Represents the position of a customer in the sales funnel (e.g., customer, engaged, lost, qualified, negotiation, etc).

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Custom View

This shows a list of views saved after applying personalized chat filters. It allows agents to save specific criteria (e.g., all high-priority WhatsApp chats, all qualified leads, etc.) for quick access.

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Starred Chats

When creating a custom view through the advanced filter option, agents can star (or bookmark) the view for access later as it gets pinned in the conversation panel

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Customer Profile

A detailed customer information panel inside the chat includes:

• Basic details – Name, phone number, email, lead stage, and tags.

• Attributes – Filed like last online, landing page, latest URL, chat language, etc.

• Shopify Data – Order history, cart activity, total spending.

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Conversation Window

It is the 24-hour time frame during which businesses can freely exchange messages with a user after the user sends the first message.

Here's how it works:

• Triggered by user message: The window opens only when a user messages your business first (e.g., replies to a message, clicks a button, or sends a new message).

• Lasts 24 hours: From the time of the user’s message, you have 24 hours to exchange free messages. Utility templates sent in response during this window are not billed.

• Business-initiated templates billed per message: Marketing and authentication templates sent within the 24‑hour window are charged individually, according to category and region

Why it matters:

• Real-time engagement: You can answer questions, upsell products, or recover abandoned carts while the user is most active.

• Cost efficiency: Leveraging the free 24‑hour window and timely utility updates helps avoid charges it’s now per-message billing, with each template costing separately

• Higher conversions: Users are more likely to respond or purchase when conversations happen in real-time.

Outside the 24-hour window:

• You can only send pre-approved template messages (marketing, utility, authentication).

• Each delivered template is billed per message, with rates dependent on message category and user’s country.

• Utility and authentication templates may unlock lower rates when you reach volume‑based tiers.

• Using marketing templates always incurs charges per delivery, regardless of window