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Chat Configuration & Message Signatures

Overview​

When multiple agents handle customer inquiries from a shared WhatsApp Business number, establishing consistent message formatting and clear personal accountability is vital. Customers appreciate knowing which representative is assisting them, while operations managers need standardized conversation handling rules.

The Chat Configuration Module (/dashboard/settings/chat_config) controls how outgoing agent messages are formatted, how interactive template elements appear in the inbox, and what requirements must be met before a conversation can be resolved.

Accessing Chat Configuration​

  1. In the left navigation menu under Settings, select Chat Configuration (/dashboard/settings/chat_config).
  2. The page is organized into two primary operational sections:
    • Message Signatures
    • Template Message Display Controls

1. Message Signatures​

The Message Signature feature automatically appends an identifying sign-off at the bottom of every outbound message sent by an agent.

┌────────────────────────────────────────────────────────┐
│ Customer WhatsApp View:                                │
│                                                        │
│ Hello Mr. Sharma, your appointment for tomorrow at     │
│ 4:00 PM is confirmed. Please let us know if you need   │
│ to reschedule.                                         │
│                                                        │
│ Message Sent by: Priya Patel                           │
└────────────────────────────────────────────────────────┘

Configuration Controls​

┌────────────────────────────────────────────────────────┐
│ Message Signature Configuration                        │
├────────────────────────────────────────────────────────┤
│ Enable Signature for All Agents: [ ENABLED ]           │
│ Signature Prefix:                [ Message Sent by: ]  │
│ [ Save Configuration ]                                 │
└────────────────────────────────────────────────────────┘

  1. Enable Signature for All Agents:

    • Master toggle switch. When enabled, every message sent manually by a live agent in the Team Inbox automatically includes their signature.
    • If disabled, messages are sent anonymously representing the business brand name only.
    • Automated bot messages and broadcast campaigns do not include agent signatures.

  2. Signature Prefix:

    • The introductory phrase that precedes the agent's display name.
    • Examples: Message Sent by:, Assisted by:, Regards,, or Warmly,.
    • The system automatically resolves and appends the agent's registered profile name.

2. Template Message Display Controls​

When agents send or review pre-approved Meta WhatsApp templates inside the Team Inbox, templates often contain interactive buttons (Quick Replies, Call-to-Action phone numbers, or URL links).

┌────────────────────────────────────────────────────────┐
│ Template Message Display                               │
├────────────────────────────────────────────────────────┤
│ Show Template Buttons in Chat: [ ENABLED ]             │
│ [ Save Template Display ]                              │
└────────────────────────────────────────────────────────┘
  • Show Template Buttons in Chat:
    • When enabled, interactive buttons render directly within the agent's inbox message bubble, mirroring the customer's mobile experience.
    • When disabled, template text is displayed without rendering interactive button pills, saving vertical screen space in compact inbox views.

3. Mandatory Closing Remarks & Chat Resolution​

To maintain accurate records and prevent premature chat closures, workspace policies can enforce resolution standards:

  • Mandatory Closing Remarks: Agents must enter a brief summary of the conversation before marking a chat as Resolved.
  • Required Tagging: Require agents to apply at least one classification tag (e.g. Appointment Booked, Inquiry Solved, Escalated to Branch) prior to closure.
  • Audit Logging: Every resolution event logs the resolving agent's name, timestamp, and closing remark in the conversation history.

Best Practices for Message Standardization​

  1. Use Professional Display Names: Ensure all team members set full, professional names in their profile settings (e.g. "Ananya Roy" rather than nicknames), as this name is visible to customers in the signature.
  2. Keep Signatures Clean: Use short, elegant prefixes (e.g. Assisted by:) to keep message lengths compact and avoid cluttering mobile screens.
  3. Combine Signatures with AI Summaries: Using agent signatures alongside automated AI chat summaries ensures complete transparency both during the live chat and in historical CRM records.