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How to Work with Messages

Last updated: 16 July 2026

When you open a dialogue, the message history and a text field for sending messages appear in the center of the window.

Limitations​

The following limitations apply when viewing dialogues:

  • If the license for the channel where the conversation took place has expired, you cannot send new messages to the conversation, and the message history will not be updated. In this case, the channel will display the notification Conversations in this channel are currently unavailable. Check your license status. To check your license status, click License in the notification — this will take you to the License and pricing tab.

    File IconLicense and Pricing

  • If the recipient's last message was more than 24 hours ago, you won't be able to send messages in this conversation. In this case, the channel will display the notification This conversation ended more than 24 hours ago. To message the customer, use a template. To send a template message, click Template in the notification or below the text field.

    info

    The text field will be available only after a message is received from the recipient.

    File IconHow to send a template message

Message statuses features​

  • Every message sent to a recipient has its own status, which is updated in real time.
  • The status of a message sent from your device to a WhatsApp Business App channel does not update after it is sent and remains
    Send
    .

Message types​

The message history may display various types of messages:

  • text messages;
  • messages with attachments, such as images, videos, audio files, and documents;
  • messages with buttons;
  • messages requesting a call;
  • messages with contact information;
  • messages with a location;
  • messages regarding interactions with Flow.
tip

You can preview attachments, as well as listen to or download them. Documents attached to messages can only be downloaded.

Sender types​

The message history may show different senders:

  • edna Pulse user — messages sent by an edna Pulse user via chats. The user’s name will also be displayed in the message;
  • edna broadcasts — messages sent via broadcasts in the edna Pulse personal account or using the API; File IconBroadcast List
  • edna scripts — messages automatically sent by edna Pulse when the recipient participated in a script; File IconUsing Scripts
  • test — messages sent to the recipient via broadcasts in the edna Pulse personal account using the Test Broadcast feature;
  • WhatsApp Business App — messages sent to the user from a device via the WhatsApp Business App channel.

How to send a message​

To send a message to a recipient:

  1. Enter the message text in the text field at the bottom of the window.
  2. (Optional) Click to add an emoji to the message text.
  3. (Optional) Click to add an attachment to the message.
  4. Click .

How to send a template message​

When sending messages to a WhatsApp channel, you can send a template message to the recipient.

  1. Click Template below the text field.
  2. Select a template from the Select a broadcast template drop-down list.
  3. (Optional) Customize the template by adding a header, buttons, variables, or text.
  4. Click Send.

How to mark a dialogue as answered​

If the last message in a dialogue was sent by the recipient, the dialogue has the status Waiting for a reply, and the badge appears next to it. You can hide this badge by replying to the recipient’s message or by clicking Answered to the right of the message history.