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

Done 🎯