Last message preview and previous conversations
The conversation list in Messages shows the start of the last message of each conversation. The contact record brings back their past exchanges.
In the list
- Each row shows the last message received or sent: text, email subject, caption or file name. Without text, its type: “Photo”, “Voice message”…
- A team reply starts with “You:”, with its author’s first name, or with “Your AI agent:”.
- Internal notes and suggestions from your AI agent never appear there.
In the contact record
The Previous conversations section lists the last 5 resolved exchanges with this person, across all their channels. Each one shows the customer’s first message and who resolved it: Resolved by …, or Resolved when it was resolved automatically. An exchange on another channel opens in one click.
Related articles
- Group a customer who uses several channels WYP.chat groups a customer who writes on WhatsApp, Instagram and by email into one record: shared name, tags and notes, conversations kept per channel.
- Assign a conversation Assign each conversation to a person and a team: everyone knows who is replying.