Customer Support
WAB2C provides two primary customer support tools: Live Chat for real-time WhatsApp conversations and Support Tickets for structured issue tracking. Together, they enable seamless customer service management.
Live Chat
The Live Chat feature allows you to have real-time WhatsApp conversations directly from the WAB2C dashboard. All incoming WhatsApp messages from contacts, leads, and guests are displayed in a unified inbox where agents can respond instantly.
Screenshot 1 - Live Chat Inbox
Live Chat interface showing the contact list on the left with unread message indicators, the active conversation in the center with message history, and contact details panel on the right.
Key Capabilities
Real-Time Messaging
Send and receive WhatsApp messages instantly from the dashboard
Unified Inbox
All contacts, leads, and guest conversations in one view
Media Sharing
Send images, videos, documents, audio, and location
Contact Tagging
Tag contacts with status, source, and custom labels during chat
Quick Replies
Use canned replies for frequently asked questions
Chat Priority
Star important conversations for follow-up
Chat Interface
The Live Chat interface is divided into three main panels for efficient customer communication:
Screenshot 2 - Chat Interface Detailed View
Detailed view of the chat interface showing contact search/filter, conversation thread with timestamps, message input area with formatting options, and contact info sidebar with custom fields.
Contact List Panel (Left)
Displays all conversations sorted by recent activity. Features include:
- Search contacts by name, phone number, or keyword
- Filter by contact type (Lead, Contact, Guest)
- Unread message badges and last message preview
Conversation Thread (Center)
The main chat area showing the full message history with the selected contact. Features include:
- Message bubbles with sent/delivered/read indicators
- Timestamp for each message
- Media preview (images, videos, documents)
- Bot message indicators for automated responses
Contact Details Panel (Right)
Quick access to the selected contact's information:
- Contact name, phone, email, and company
- Lead status, source, and assigned agent
- Custom fields and group memberships
- Quick actions: edit, assign, change status, add notes
Chat Features
Screenshot 3 - Chat Action Toolbar
Message input area showing text field, attachment button, template selector, canned reply dropdown, and send button with emoji picker.
| Feature | Description |
|---|---|
| Text Messages | Send plain text with WhatsApp formatting (bold, italic, strikethrough, monospace) |
| Media Attachments | Send images, videos, documents, audio files, and locations |
| Template Messages | Send pre-approved WhatsApp templates directly from the chat |
| Canned Replies | Quick-insert saved responses for common questions |
| Notes | Add internal notes visible only to agents, not sent to the contact |
| Assign Chat | Transfer the conversation to another support agent |
WhatsApp 24-Hour Window: You can only send free-form messages within 24 hours of the customer's last message. After this window, you must use pre-approved message templates to re-engage the customer.
Support Tickets
The Support Tickets system provides structured issue tracking for customer inquiries. Create tickets from live chat conversations or manually, assign them to agents, set priorities, and track resolution status.
Screenshot 4 - Support Tickets Dashboard
Tickets dashboard showing ticket list with ID, subject, contact name, assigned agent, priority badge (High/Medium/Low), status (Open/In Progress/Resolved/Closed), and creation date.
Ticket Properties
| Property | Options / Description |
|---|---|
| Ticket ID | Auto-generated unique identifier (e.g., TKT-0001) |
| Subject | Brief description of the issue |
| Contact | Linked contact or lead from the CRM |
| Priority | Low, Medium, High, Urgent |
| Status | Open, In Progress, Resolved, Closed |
| Assigned Agent | The staff member responsible for this ticket |
| Description | Detailed description of the customer issue |
Creating Tickets
Tickets can be created in two ways:
Screenshot 5 - Create New Ticket Form
New ticket creation form showing subject field, contact selector, priority dropdown, agent assignment, description textarea, and submit button.
From Live Chat
During a conversation, click the "Create Ticket" button in the chat toolbar. The contact is automatically linked and the recent chat history is attached as context.
- Contact auto-populated
- Chat context attached
- Quick creation workflow
Manual Creation
Navigate to Support Tickets and click "New Ticket." Fill in the form with subject, contact, priority, assigned agent, and description.
- Full form with all fields
- Select any existing contact
- Add file attachments
Ticket Management
Manage all support tickets from the dashboard. Filter, search, assign, update status, and track resolution time.
Screenshot 6 - Ticket Detail View
Ticket detail page showing subject, contact info, conversation thread between agent and customer, internal notes, status updates, and resolution actions.