Chat Menu #
In the chat menu, you can view customer interactions and master data, including tags and dynamic fields.
At the top of the chat interface, the buttons allow you to:
- Open an individual chat with a customer by entering their phone number and clicking on “New”.
- Filter by individual tag.
- Filter by lists.
- Mark all chats as read by clicking on the three-dot menu.
- Search contacts by name or phone number using the search bar.
- Filter chats by unread status using the icon to the right of the search bar.
Within the chat, you can interact with your customers by sending either template messages or free messages.
You can send a free message only if the customer has contacted you (by sending a message) within the past 24 hours. In this case, you are allowed to reply with a free-form message.
At the bottom of the chat, you will find the message composer interface.
If the customer has not contacted you in the last 24 hours, you can reach out only by using a pre-approved WhatsApp message template. Templates can be requested from the corresponding menu.
In the Reply tab, you will see the following screen.
Switch to the next tab to select a template from your approved ones, either by choosing one from your favorites or by searching under “Choose from all templates.”
Among the default templates available on the platform, you’ll find the open_template, which is formatted as:
“Goodbye %%SENTENCE%%. See you soon!”
This template allows you to insert a custom sentence in the %%SENTENCE%% dynamic field, effectively letting you send a personalized message outside the 24-hour window. (If you don’t see it, you can request it yourself from the Templates menu and add it to your favorites.)
This is the screen you’ll see when you click on OPEN_TEMPLATE.
Inside the chat with the customer, you can also add Notes from the dedicated tab. Notes cannot be deleted and can be filtered by clicking the funnel icon in the top right corner of the chat window.
On the right-hand side of the chat, you can:
- View the customer’s master data.
- Add or remove tags.
- Add or remove the contact from a list.
- Delete the contact from the bottom section.
Deleting a contact will move them to a sort of blacklist stored in Spoki (Contacts > filter deleted contacts), which prevents any future messages from being sent to that number.
In the master data section, you can also view all dynamic fields associated with the contact (see the Dynamic Fields Configuration section).
How to Delete or Mark a Message as Read #
Clicking the eye icon (located on the top left or right of the message, depending on whether it was sent or received) allows you to mark the message as unread, even after the chat has been opened. This keeps the “unread” notification active for that specific chat.
On the other hand, clicking the trash bin icon will delete the message only for you (i.e., it will not be removed from the recipient’s device).
Related articles #
Rules to avoid ban from WhatsApp
How to enable notifications on Spoki
How to start a reminder message automatically from Spoki
