> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revbridge.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Manage WhatsApp and SMS conversations with your customers in real time

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.

<Info>
  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.
</Info>

## WhatsApp Formatting

WhatsApp messages support rich text formatting:

| 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