My Messaging Tab Overview
My Messaging Tab Overview
The My Messaging tab in the Squaretalk Platform lets users manage all customer chats in one place.
It is designed for agents and supervisors(managers & admins) who handle WhatsApp and messaging conversations and need a clear workflow for replying, assigning, transferring, and closing chats.
This guide explains:
how chats are received and managed
what chat statuses mean
what actions you can perform inside a conversation
how outbound WhatsApp messaging works
why CSW matters
What Can I Do in the Messaging Tab?
From the Messaging tab, you can:
Receive inbound WhatsApp conversations
Start outbound conversations (using templates)
Transfer chats to another agent or queue
Close conversations when resolved
View customer profile information
Block unwanted contacts
Attach and send files
Receiving Chats in Squaretalk
When a customer sends you a new message, Squaretalk automatically routes the chat based on your incoming flow and assignment settings.
💡Useful Tip: Each time a new chat is received, you will get a pop-up notification and a sound alert to ensure you don’t miss incoming messages while working.
📌 To understand WhatsApp messaging rules, see Inbound vs Outbound WhatsApp Rules.
📌 For full steps, see How to Start an Outbound WhatsApp Conversation in the Squaretalk Platform.
Chat Status Types
Each conversation in Squaretalk includes a status that helps you understand where the chat currently stands.
Waiting – The chat is waiting to be assigned, picked upor answered (if it’s an inbound conversation)
Open – The conversation is active and being handled
Closed – The chat has been completed and closed
Expired – The WhatsApp session window has ended (24h CSW expired)
What Is CSW?
CSW stands for Customer Service Window.
It is a WhatsApp 24-hour rule that controls when you are allowed to send free-form messages.
Why CSW matters
During an active CSW, you can reply normally.
Once the CSW expires, the conversation becomes Expired.
To message the customer again, you must send a WhatsApp Template.
📌 Learn more here:
➡️ What Is a CSW and Why Is It Important?
Available chat actions
Inside the conversation window, you can:
Transfer – Send the chat to another agent or queue
Close – End the conversation when it is resolved
Call – Initiate a voice call directly from the chat
View Profile – Open the customer contact information
Block Contact – Prevent the customer from messaging again
Attach Files – Send files and documents through the chat
Sending Attachments in Messaging
Squaretalk allows you to send multiple file types to customers, including:
Images: .jpg, .png
Documents: .pdf, .docx, .txt
Presentations: .pptx
Spreadsheets: .xlsx