Messages  

Messages form the foundation of every conversation in Convonite. Each message belongs to a Chat and represents an exchange between your business and a Contact.

Convonite supports a wide range of message types, depending on the capabilities of WhatsApp. 

Incoming Messages (From the Customer)  

When a Contact sends a message to your business, Convonite processes it in real time and ensures proper visibility for the right users.

• Instant Capture: Messages are received via secure webhooks and immediately stored in the system.

• Chat Status Update: The chat is automatically marked as Open, and the Unread Message Count increases.

• Read Behavior:

• Only the assigned agent reading the message will mark it as “read” in the system.

• If other team members view the chat, it will remain unread until the assigned agent opens it.

• Unassigned Chats: If no agent is assigned, the message will stay unread, even if seen by other users.

• Notifications:

• All active users in the Chats tab receive push notifications when new messages arrive.

• The owner of the chat is notified regardless of where they are in the application.

Outgoing Messages (From the Business)  

When your business responds or sends a new message, Convonite ensures that messaging rules and platform policies are followed.

• Who Can Send:

• Only the assigned agent (chat owner) can manually send a message.

• Automated responses may also be sent by Convonite (system).

• Status Tracking:

• Message delivery and read receipts are updated in real time through WhatsApp APIs or system notifications.

• Conditions for Sending:
  Outgoing messages can only be sent if:

1. You are the owner of the chat.

2. The chat status is Open.

3. The chat is within the allowed messaging window (typically 24 hours from the last customer message). Pre-approved template messages can be sent beyond 24 hours window.

What You Can Send  

Convonite supports all major message formats allowed by WhatsApp. Businesses can send:

• Text – With markdown formatting, emojis, and stickers.

• Files – Images, documents, videos, and audio files.

• Voice Recordings – Quick personalized audio responses.

• GIFs – To make conversations more engaging.

• Templates – Pre-approved WhatsApp templates for proactive messaging.

• Canned Messages – Saved replies for common queries.

• Automated Conversation Flows – Bot-driven responses for FAQs or workflows.

File Sharing Rules  

Convonite supports file sharing to enable smooth communication between your business and Contacts. To ensure compatibility and proper storage, the following rules apply:

• Supported File Types: Images, documents, videos, and audio files (as allowed by the integrated messaging platform).

• One File per Message: Each message can include only a single file.

• Storage Policy:

• If your plan includes local file storage, files are stored permanently within Convonite.

• If your plan does not include local file storage, files remain accessible for 30 days only. After that, they will expire on WhatsApp servers and become unavailable.

Template Messages  

Templates are pre-approved message formats you can use to reach Contacts proactively.

• All required fields (parameters) must be filled before sending.

• You can:

• Reuse pre-uploaded media,

• Map a field from your system,

• Or upload a new file on the spot.

• Buttons (like coupon codes or URLs) are shown but only “Copy” and “URL” buttons work in the chat history.

• Phone number buttons cannot be changed.

Message Reactions  

Both agents and customers can react to messages.

• Only one reaction per side (agent or customer) is allowed per message.

• Updating a reaction will replace the previous one.

System Messages  

System messages are automatically generated by Convonite to record key updates within a chat. They appear when important actions take place, such as:

• A Contact changes their phone number

• The chat’s state or assigned agent changes

These messages help maintain a clear timeline of activity for both agents and admins.