{"id":2369,"date":"2022-12-19T16:19:48","date_gmt":"2022-12-19T16:19:48","guid":{"rendered":"https:\/\/support.spoki.com\/docs\/uncategorized\/chat\/"},"modified":"2025-08-07T15:39:51","modified_gmt":"2025-08-07T15:39:51","password":"","slug":"chat","status":"publish","type":"docs","link":"https:\/\/support.spoki.com\/en\/docs\/platform\/chat\/","title":{"rendered":"Chat"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<div class=\"epyt-video-wrapper\"><div  style=\"display: block; margin: 0px auto;\"  id=\"_ytid_65882\"  width=\"800\" height=\"450\"  data-origwidth=\"800\" data-origheight=\"450\"  data-relstop=\"1\" data-facadesrc=\"https:\/\/www.youtube.com\/embed\/FfV6IJVXzEc?enablejsapi=1&#038;list=PLF16izqw4nK4BFVdPBAuryERFiy8a9iXT&#038;index=17&#038;autoplay=0&#038;cc_load_policy=0&#038;cc_lang_pref=&#038;iv_load_policy=1&#038;loop=0&#038;rel=0&#038;fs=1&#038;playsinline=0&#038;autohide=2&#038;theme=dark&#038;color=red&#038;controls=1&#038;disablekb=0&#038;\" class=\"__youtube_prefs__ epyt-facade epyt-is-override  no-lazyload\" data-epautoplay=\"1\" ><img decoding=\"async\" data-spai-excluded=\"true\" class=\"epyt-facade-poster skip-lazy\" loading=\"lazy\"  alt=\"YouTube player\"  src=\"https:\/\/i.ytimg.com\/vi\/FfV6IJVXzEc\/maxresdefault.jpg\"  \/><button class=\"epyt-facade-play\" aria-label=\"Play\"><svg data-no-lazy=\"1\" height=\"100%\" version=\"1.1\" viewBox=\"0 0 68 48\" width=\"100%\"><path class=\"ytp-large-play-button-bg\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\" fill=\"#f00\"><\/path><path d=\"M 45,24 27,14 27,34\" fill=\"#fff\"><\/path><\/svg><\/button><\/div><\/div>\n<\/div><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Chat Menu<\/h3>\n\n\n\n<p>In the <strong>chat menu<\/strong>, you can view customer interactions and master data, including tags and dynamic fields.<\/p>\n\n\n\n<p>At the top of the chat interface, the buttons allow you to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Open an individual chat<\/strong> with a customer by entering their phone number and clicking on <strong>&#8220;New&#8221;<\/strong>.<\/li>\n\n\n\n<li><strong>Filter by individual tag<\/strong>.<\/li>\n\n\n\n<li><strong>Filter by lists<\/strong>.<\/li>\n\n\n\n<li><strong>Mark all chats as read<\/strong> by clicking on the three-dot menu.<\/li>\n\n\n\n<li><strong>Search contacts<\/strong> by name or phone number using the search bar.<\/li>\n\n\n\n<li><strong>Filter chats by unread status<\/strong> using the icon to the right of the search bar.<\/li>\n<\/ul>\n\n\n\n<p>Within the chat, you can interact with your customers by sending either <strong>template messages<\/strong> or <strong>free messages<\/strong>.<\/p>\n\n\n\n<p>You can send a <strong>free message<\/strong> 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.<\/p>\n\n\n\n<p>At the bottom of the chat, you will find the message composer interface.<\/p>\n\n\n\n<p>If the customer <strong>has not contacted you in the last 24 hours<\/strong>, you can reach out <strong>only by using a pre-approved WhatsApp message template<\/strong>. Templates can be requested from the corresponding menu.<\/p>\n\n\n\n<p>In the <strong>Reply<\/strong> tab, you will see the following screen.<\/p>\n\n\n\n<p>Switch to the next tab to select a template from your approved ones, either by choosing one from your <strong>favorites<\/strong> or by searching under <strong>&#8220;Choose from all templates.&#8221;<\/strong><\/p>\n\n\n\n<p>Among the default templates available on the platform, you\u2019ll find the <em>open_template<\/em>, which is formatted as:<br><strong>&#8220;Goodbye %%SENTENCE%%. See you soon!&#8221;<\/strong><\/p>\n\n\n\n<p>This template allows you to insert a custom sentence in the <strong>%%SENTENCE%%<\/strong> dynamic field, effectively letting you send a personalized message outside the 24-hour window. (If you don&#8217;t see it, you can request it yourself from the <em>Templates<\/em> menu and add it to your favorites.)<\/p>\n\n\n\n<p>This is the screen you\u2019ll see when you click on <strong>OPEN_TEMPLATE<\/strong>.<\/p>\n\n\n\n<p>Inside the chat with the customer, you can also add <strong>Notes<\/strong> 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.<\/p>\n\n\n\n<p>On the right-hand side of the chat, you can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the customer\u2019s <strong>master data<\/strong>.<\/li>\n\n\n\n<li>Add or remove <strong>tags<\/strong>.<\/li>\n\n\n\n<li>Add or remove the contact from a <strong>list<\/strong>.<\/li>\n\n\n\n<li><strong>Delete the contact<\/strong> from the bottom section.<\/li>\n<\/ul>\n\n\n\n<p>Deleting a contact will move them to a sort of blacklist stored in Spoki (<em>Contacts &gt; filter deleted contacts<\/em>), which prevents any future messages from being sent to that number.<\/p>\n\n\n\n<p>In the master data section, you can also view all <strong>dynamic fields<\/strong> associated with the contact (see the <em>Dynamic Fields Configuration<\/em> section).<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How to Delete or Mark a Message as Read<\/h3>\n\n\n\n<p>Clicking the <strong>eye icon<\/strong> (located on the top left or right of the message, depending on whether it was sent or received) allows you to <strong>mark the message as unread<\/strong>, even after the chat has been opened. This keeps the \u201cunread\u201d notification active for that specific chat.<\/p>\n\n\n\n<p>On the other hand, clicking the <strong>trash bin icon<\/strong> will delete the message <strong>only for you<\/strong> (i.e., it will not be removed from the recipient&#8217;s device).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Related articles<\/h2>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/whatsapp-rules\/rules-to-avoid-ban-from-whatsapp\/\" target=\"_blank\" rel=\"noreferrer noopener\">Rules to avoid ban from WhatsApp<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/how-to-enable-notifications-on-spoki\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to enable notifications on Spoki<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/how-to-start-a-reminder-message-automatically-from-spoki\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to start a reminder message automatically from Spoki<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/how-to-enable-automation-for-non-working-hours\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to enable automation for non-working hours<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/view-only-unread-chats\/\" target=\"_blank\" rel=\"noreferrer noopener\">How to view unread chat<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chat Menu In the chat menu, you can view customer interactions and master data, including tags and dynamic fields. At [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[37],"doc_tag":[],"class_list":["post-2369","docs","type-docs","status-publish","hentry","doc_category-platform"],"year_month":"2026-04","word_count":563,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Emanuela Locorotondo","author_nicename":"emanuelalocorotondo","author_url":"https:\/\/support.spoki.com\/en\/author\/emanuelalocorotondo\/"},"doc_category_info":[{"term_name":"Platform","term_url":"https:\/\/support.spoki.com\/en\/docs-category\/platform\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Chat - Supporto Spoki<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.spoki.com\/en\/docs\/platform\/chat\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chat - Supporto Spoki\" \/>\n<meta property=\"og:description\" content=\"Chat Menu In the chat menu, you can view customer interactions and master data, including tags and dynamic fields. 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