Here's a summary of every element in the right panel and where to find it:
| Feature | Action |
|---|
| Agent Drop / User Drop badge | Shows current classification of the chat. Click to change to User Drop when customer dependency applies. |
| WhatsApp Voice Call (phone icon) | Make or receive WhatsApp voice calls. Consent sent automatically before outbound calls. |
| Tags (label icon) | Add one or more labels to categorize the conversation and the customer. |
| Send Template button | Send a Meta-approved WhatsApp or RCS template. Essential for contact outside the 24-hour session window. |
| Feature | Action |
|---|
| On Hold / Retrieve | Pause an active conversation. Auto-resumes on any reply; or retrieve manually. |
| Notes (pencil/edit icon) | Add internal-only notes to the conversation. Not visible to the customer. Edit and delete anytime. |
| Resolve button (top-right) | Mark the conversation as successfully completed and close it. |
| Reopen button | Reopen a resolved conversation. Available for up to 24 hours after the session began. |
| Feature | Action |
|---|
| Map User to Group | Assign the customer to one or more supervisor-defined user groups. |
| Download Conversation | Download the full conversation history as an Excel file. |
| Block / Unblock User | Block a contact from sending further messages. Use only in exceptional cases. |
| Feature | Action |
|---|
| Reply to a message (hover over message) | Reply to a specific message in the thread with the original quoted for context. |
| Forward a message (hover over message) | Forward a message to another agent or contact. |
| Feature | Action |
|---|
| Emoji picker (smiley face icon) | Open the emoji picker and insert emojis into your message. |
| Quick Send templates | Access pre-written templates for fast, consistent responses. |
| Video Call (video camera icon) | Start a video call session and generate a shareable link. |
| Attachment (paperclip icon) | Share documents, images, and files with the customer. |
| Send button (arrow icon) | Send your typed message. Alternatively, press Enter. |
