Support Chat Guide

This guide explains how to use the WhatsApp Support Chat module to manage incoming student queries, respond to messages, track conversation status, and configure chat automation effectively.

🌐 Overview​

The Support Chat module enables real-time WhatsApp communication between students and the support team. It provides a centralized workspace to:

• View and manage incoming WhatsApp messages
• Respond manually to student queries
• Track chat status (Active, Pending, Resolved, Closed)
• Configure reply modes and automation rules

🧭 Support Chat Layout​

The Support Chat screen is divided into three main sections:

1. Sidebar Navigation
2. Chat List Panel
3. Conversation Window

📂 Sidebar Navigation​

The left sidebar provides access to WhatsApp-related modules:

• Dashboard
• Templates
• Broadcasts
• Support Chat
• No-Reply Chat
• Tickets
• Queries
• Tags List
• Settings
• Chatbot

Use this navigation to quickly switch between WhatsApp modules.

💬 Chat List Panel​

This section displays all WhatsApp conversations.

Features​

• Search chats by phone number or name
• Filter chats using tabs:
  • All – All conversations
  • Active – Active Chats
  • Pending – Pendinge chats
  • Resolved – Completed conversations
  • Closed – Archived chats

Each chat item shows:

• Contact name or identifier
• Last message preview
• Chat status badge
• Last seen timestamp

🎫 Raise Ticket​

You can raise a ticket directly from an individual WhatsApp chat for better tracking and follow-up.

Steps:

1. Open the required Support Chat.
2. Click on the three-dot (⋮) menu located on the right side of the chat status.
3. Select Raise Ticket.
   • You will also see Chat Settings for the individual chat.
4. Select the message(s) for which you want to raise a ticket.
5. Click Continue.
6. On the next screen:
   • Enter the ticket description
   • Select one or more tags from the existing list
7. If the required tag is not available:
   • Click Create Tag
   • Add a new tag and save it
8. Confirm the selection (e.g., 1 Chat Selected).
9. Click Create Ticket.

✅ A confirmation message appears indicating that the ticket has been raised successfully.

👤 View Contact Information​

You can view detailed contact and student profile information directly from any Support Chat.

Steps:

1. Click on the chat for which you want to view contact information.
2. The Contact Profile panel opens automatically.
3. Navigate to the Profile Details tab to view complete contact and student information.

📄 Profile Details​

The Profile Details tab displays the following information:

Basic Information​

• Name: Jaiki Patel
• Program: Math Only – STAGE_1
• Student ID: 165855

Contact Information​

• Email Address: jaiki.patel@zuperscore.in
• Mobile Number: +91 8285751425
• WhatsApp Number: +91 8285751425

Academic Details​

• School: 10X International School, Bangalore
• Curriculum: IB
• Program Variant: Math Only
• Course Type: Flagship
• Year of Passing: 2017
• Stage: STAGE_1
• Class Start Date: November 10, 2025
• Target Test Date: December 6, 2025
• Latest Test Score: SAT – Math 800, English 720 (2025-11-08)

Compliance & Limits​

• English Compliance: Non-compliance
• Math Compliance: Non-compliance
• Daily Limits:
  • Writing: 1
  • Reading: 1
  • Math: 1
• Homework Time Limit: 24 hours

Parent Details​

• Parent 1 Email: Not available
• Parent 1 Contact: Not available
• Parent 2 Email: Not available
• Parent 2 Contact: Not available

Assigned Team details with name and email​

• Operations Manager:
• Prep Manager:
• SSO Manager:
• Math Tutor:
• English Reading Tutor:
• English Writing Tutor:

Additional Details​

• Student Status: Active
• Timezone: Asia/Kolkata

🕒 Timeline Tab​

The Timeline tab shows the complete history of chat activity and status changes for the selected conversation.

Status Change History​

• Status Changed: Resolved → Active
  Date & Time: Jan 02, 09:58 AM
  Changed By: Esha Mehta

• Status Changed: Active → Resolved
  Date & Time: Jan 01, 11:37 PM
  Changed By: Admin Zupians

• Status Changed: Resolved → Active
  Date & Time: Jan 01, 11:35 PM
  Changed By: Admin Zupians

🗨️ Conversation Window​

The conversation panel displays the complete chat history with the selected contact.

Capabilities​

• View messages with timestamps
• Send manual replies
• Attach files and emojis
• Track sent and delivered messages
• Update chat status (Active / Resolved / Closed)

At the bottom, agents can type messages and click Send to respond.

📌 Chat Statuses Explained​

⚙️ Chat Automation Configuration​

Support Chat provides organization-wide automation settings.

To open configuration:

• Click the Settings (⚙️) icon in Support Chat

This opens Chat Automation Configuration.

🧩 General Settings (Reply Mode)​

Defines how incoming WhatsApp messages are handled.

Reply Modes​

• Manual Reply

  • Agents respond to all messages manually

• Away Mode

  • Automatically sends away messages

• AI Reply (Coming Soon)

  • AI-powered automated responses

Additional fields:

• Organization ID (auto-filled)
• Channel (Support / No-Reply)
• Status (Active / Inactive)

Click Save Configuration to apply changes.

📭 Away Messages Settings​

Used to automatically reply when agents are unavailable or when using No-Reply channels.

Configuration Options​

• Enable Away Messages
• Away Message – Message sent to users
• Rate Limit (Minutes) – Minimum interval between messages sent to the same contact

Example Message:

This is a no-reply number. Please write on the student’s WhatsApp group.

When enabled, a confirmation message indicates that away messages are active.

🤖 Automation Settings​

These settings help manage chat lifecycle automatically.

Available Features​

• Auto-Reactivate Resolved Chats

  • Reopens resolved chats when a new message arrives

• Stale Chat Cleanup

  • Moves inactive chats to Pending status

• Cleanup After (Hours)

  • Time before inactivity triggers cleanup

🧪 Step-by-Step Workflows​

💬 Handling Student Queries​

1. Open Support Chat
2. Select an Active chat
3. Review the student’s message
4. Send a reply
5. Mark the chat as Resolved once completed

⚙️ Configuring Away Messages​

1. Open Chat Automation Configuration
2. Go to Away Messages
3. Enable Away Messages
4. Enter the away message text
5. Set rate limit
6. Click Save Configuration

🏃 Support Efficiency​

• Monitor Active chats frequently
• Resolve chats promptly to reduce backlog

❓ Frequently Asked Questions (FAQ)​

📌 Summary​

The Support Chat module helps you:

• Respond to student WhatsApp queries efficiently
• Track conversation status clearly
• Automate chat handling where needed
• Maintain an organized and responsive support workflow

Use it daily to ensure timely and effective student support.