Chat Interface
Overview
The chat interface is your unified inbox for every connected channel - WhatsApp, SMS, Instagram, Messenger, chat widget, and custom channels. Instead of switching between different apps and platforms, you manage all your conversations in one place.
Desktop Layout
On desktop, the chat interface is divided into two main panels:
Left Panel: Chat List
The left panel shows all your active conversations. Here is what you will find:
Search bar - Search for specific contacts by name, phone number, or message content. Just start typing to filter the list.
Chat list - Conversations are listed with the most recent activity at the top.
Filters - Click the filter icon to narrow down your chat list by campaign, status, channel, or tags (see the Filters section below for details).
Channel indicator - Each chat shows a small icon indicating which channel the conversation is on (for example, a WhatsApp icon, an Instagram icon, or an SMS icon).
Unread badge - Chats with unread messages display a notification badge so you can quickly spot what needs attention.
Right Panel: Chat Detail
When you select a conversation from the list, the right panel shows everything about that chat:
Message history - The full conversation thread with the contact, showing all messages in order.
Contact info - The contact's name, phone number, email, and other details displayed at the top.
Credit usage counter - Shows how many AI credits have been used in this conversation (see "Credit Usage" below).
Bot message count - Tracks how many AI responses have been sent in this chat (see "Bot Message Count" below).
Message input - A text field at the bottom where you type and send messages manually.
Attachment options - Buttons to send images, documents, and other media files.
Mobile Layout
On mobile devices, the interface uses a single-panel view:
You start on the chat list.
Tap a conversation to open the full chat detail.
Use the back button (or swipe back) to return to the chat list.
All the same features are available on mobile, adapted for smaller screens.
Chat Filters
Filters help you find specific conversations quickly. Click the filter icon at the top of the left panel to expand the filter options.
Available filters:
Campaign
Show only chats from a specific campaign. Useful when you are managing multiple campaigns and want to focus on one at a time.
Status
Filter by contact status (for example, active, paused, or archived).
Channel
Show only chats from a specific channel (WhatsApp, Instagram, SMS, etc.). Helpful when you want to see all your Instagram conversations, for example.
Tags
Filter by tags you have assigned to contacts. For example, filter by "VIP" to see only high-priority contacts.
You can combine multiple filters to narrow down results. Click Clear Filters to return to the full chat list.
Tip: If you manage a large number of conversations, use filters regularly to stay organized. Combining campaign and status filters (for example, "Summer Sale" campaign + "Active" status) helps you focus on exactly the conversations that need your attention.
Message Status Indicators
Each message you send shows its delivery status, so you always know whether your message reached the contact:
Sent
The message has left DM Champ and is on its way to the contact.
Delivered
The message has arrived on the contact's device.
Read
The contact has opened and read the message (where supported by the channel).
Failed
The message could not be delivered. Click the message to see the error details and find out why.
Note: Message status tracking is available for WhatsApp (both Business and Web), SMS, and other supported channels. The level of detail varies by channel - for example, "Read" status is available on WhatsApp but not on SMS.
Credit Usage and Bot Message Count
In the chat detail panel, you will see two important counters near the top of the conversation:
Credit Usage
This shows the total AI credits consumed in this conversation. Credits are deducted each time the AI generates a response (when the AI "thinks"), not per individual message sent. This helps you keep track of your AI usage.
Bot Message Count
This shows the number of AI responses sent to this contact. Your subscription plan includes a per-chat AI response limit (for example, 20, 50, or unlimited responses depending on your plan). Once this limit is reached, the AI stops responding in that chat.
Resetting the count: If a contact reaches the AI response limit and you want the bot to continue responding, click the Reset Count button. This sets the counter back to zero so the AI can keep chatting with that contact.
Tip: If you notice a contact has used many AI responses, it may be worth reviewing the conversation to see if the bot is handling the interaction well or if the contact needs human attention.
WhatsApp 24-Hour Messaging Window
WhatsApp Business enforces a 24-hour messaging window:
After a contact sends you a message, you have 24 hours to reply freely with any message.
Once the 24-hour window closes, you can only send an approved template to reopen the conversation.
The chat interface will display a clear notice when the window has closed, along with an option to reopen it.
This restriction applies only to WhatsApp Business connections. WhatsApp Web connections and other channels (SMS, Instagram, Messenger) do not have this limitation.
For more about templates, see WhatsApp Templates.
Reopening Closed Chats with Templates
When a WhatsApp conversation window closes:
The message input area will show a notification that the chat is closed.
Click the Reopen button or select the template dropdown.
Choose an approved template from the list.
The template is sent to the contact.
Once the contact replies, the 24-hour window resets and normal messaging resumes.
Tip: Create a few simple, general-purpose templates that work for reopening any conversation. For example: "Hi {{1}}, we wanted to follow up on our recent conversation. Feel free to reply if you have any questions!" Templates without variables are typically approved faster.
Top Menu Actions
In the top-right corner of the chat detail panel, click the menu icon to find the following options:
Archive
Move the conversation to your archive. Archived chats are hidden from the main list but can be restored at any time. This helps keep your active chat list clean without losing any conversation history.
Do Not Disturb
Turn on Do Not Disturb for a specific contact. When active:
The AI bot will not respond to messages from this contact.
You will not receive notifications for this contact's messages.
The contact can still send messages, and they will be saved in the chat history for you to review later.
This is useful when you want to handle a conversation personally without the bot jumping in.
Delete Contact
Permanently delete the contact and their entire conversation history. This action cannot be undone, so use it carefully.
Edit Contact
Open the contact's details for editing. You can update:
Name and contact information (phone, email).
Tags and campaign assignments.
Notes and custom fields.
Test in Playground
Open the current conversation in the Chat Playground - a safe testing environment where you can see how your AI bot would respond without affecting the real conversation. See Chat Playground for details.
Exporting Chat Messages
You can download the message history for any conversation:
Open the chat you want to export.
Click the menu icon in the top-right corner.
Select Export Chat Messages.
The conversation is exported as a downloadable file.
This is useful for record-keeping, compliance requirements, or sharing conversation transcripts with team members.
Multi-Channel Indicators
When a contact communicates with you across multiple channels, the chat interface makes it easy to see the full picture:
Channel icons appear next to each message, showing where it came from (for example, a WhatsApp icon for WhatsApp messages, an Instagram icon for Instagram DMs).
Channel label on the chat list entry shows the most recent channel used.
This means you can see that a contact first messaged you on Instagram, then continued the conversation on WhatsApp - all in one thread.
Need Help?
If you have questions about the chat interface or encounter issues, reach out via our help form.
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