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Live Chat and History are two views of the Inbox. Live Chat shows conversations with an active WhatsApp session. History shows every conversation you’ve ever had, and lets you send a template to bring an inactive conversation back to life.
The Inbox isn’t just a place to send messages; it’s where your business actually talks to leads and customers, every single day. A fast, well-handled reply can turn a quick question into a sale. Missing one can lose a customer to a competitor who replied first.
Before you learn about Live Chat and History, it’s important to understand what a session is.
Whenever a customer sends your business a WhatsApp message, it opens a 24-hour customer service window. While that window is open, the conversation is considered active, and you can send any message — free-form text, media, or templates.
Every new message the customer sends resets the window to 24 hours. Once the 24-hour window closes, you must send an approved WhatsApp template message.
Live Chat and History are separated by design, so your active customer conversations stay organised and easy to manage.
Because the session is active, Live Chat gives you full messaging capability: free-form text, emojis, quick replies, and every template type (standard, carousel, and catalog).
Every chat also carries a status, so your team can see at a glance whether a conversation is being handled. A chat starts as New, moves to Open once an agent steps in, and is manually marked Closed when it’s resolved.
Since not every conversation in History has an active session, messaging here is limited to templates. This keeps your team from accidentally trying to send a free-form message that Meta won’t deliver.
Each contact in History shows an active chip if their session is active, and clicking the Live Chat Button redirects you to Live Chat to continue the conversation there.
Our support team is ready to assist you.
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