The Conversations page is your messaging inbox for two-way communication with customers via WhatsApp and SMS.
Accessing Conversations
Navigate to Engagement → Conversations from the sidebar.
Channel Switcher
At the top of the page, toggle between WhatsApp and SMS to view conversations for each channel. Each channel has its own conversation list and message history.
Conversation List
The left panel shows all conversations for the selected channel:
- Search: Filter conversations by phone number or contact name
- Preview: Each conversation shows the phone number and last message preview
- Refresh: Click the refresh button to load new conversations
Select a conversation to view its full message history in the right panel.
Message Thread
The right panel displays the full message history for the selected conversation:
| Element | Description |
|---|
| Incoming messages | Messages received from customers |
| Outgoing messages | Messages sent from RevBridge |
| Timestamps | When each message was sent or received |
| Delivery status | Message delivery confirmation |
Sending Replies
Type your message in the input box at the bottom and click Send to reply directly to the customer.
Test Sending
Click Send Test to open the test sending tool:
- WhatsApp: Send an approved WhatsApp template message to a phone number for testing
- SMS: Send a custom text message to a phone number for testing
This is a standalone testing utility — useful for verifying your channel setup and template rendering before launching campaigns.
WhatsApp Business API requires that you use approved templates to initiate conversations. Once a customer replies, you have a 24-hour window to send free-form messages.
| Format | Syntax | Result |
|---|
| Bold | *text* | text |
| Italic | _text_ | text |
| Strikethrough | ~text~ | text |
| Monospace | `text` | text |
Best Practices
- Respond quickly — WhatsApp’s 24-hour window means timely replies are essential
- Use templates to re-engage — If the 24-hour window has expired, send an approved template to restart the conversation
- Monitor regularly — Check conversations daily for customer inquiries and support requests
