> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/system-settings/account-settings/whatsapp-web/message-list-type.md).

# Message List Type

In SAC 360º, it is possible to define how WhatsApp messages will be displayed in support interactions. This setting is available both for **WhatsApp Web** and for **WhatsApp API**.

To configure it, go to:

**Account Settings → WhatsApp Web or WhatsApp API → Account Options → Settings → Message List Type**

There are two available options:

### 💬 Continuous Conversation (Full contact history)

In this model, the support interaction displays **the contact's entire conversation history in a single timeline**, regardless of the number of interactions already carried out.

#### Characteristics:

* Keeps all previous interactions visible;
* Allows a complete view of the customer journey;
* Makes recurring support and ongoing relationships easier;
* Ideal for CRM operations, after-sales, and consultative support.

> Example: if the customer contacts you today and returns a few days later, the agent will be able to view the entire conversation history.

***

### 🎫 Ticket (Only messages from this interaction)

In this model, each interaction is treated as an independent ticket.

#### Characteristics:

* Displays only the messages related to the current interaction;
* Does not mix conversations from previous interactions;
* Makes it easier to organize and segment requests;
* Ideal for teams that work with structured support processes.

> Example: each new customer request generates a separate interaction, containing only the messages for that request.

***

### 📌 Summary of the options

| Type                        | Operation                                                     |
| --------------------------- | ------------------------------------------------------------- |
| **Continuous conversation** | Displays the entire contact history in a single conversation. |
| **Ticket**                  | Displays only the messages from the current interaction.      |

> **Important:** This setting is configured individually in the connections of **WhatsApp Web** and **WhatsApp API**, within the **Account Settings**, and will affect the way conversation history is displayed in SAC 360º.