Message List Type

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

To configure it, go to:

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

There are two options available:

💬 Continuous Conversation (Full contact history)

In this model, the service displays the contact's entire conversation history in a single timeline, regardless of how many service interactions have already taken place.

Features:

• Keeps all previous interactions visible;

• Provides a complete view of the customer journey;

• Makes recurring support and ongoing relationship management easier;

• Ideal for CRM operations, after-sales, and consultative support.

Example: if the customer gets in touch today and returns a few days later, the agent will be able to view the entire conversation history.

---

🎫 Ticket (Only messages from this service interaction)

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

Features:

• Shows only the messages related to the current service interaction;

• Does not mix conversations from previous service interactions;

• Makes it easier to organize and segment requests;

• Ideal for teams that work with structured support processes.

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

---

📌 Summary of options

Type	How it works
Continuous Conversation	Displays the contact's full history in a single conversation.
Ticket	Displays only the messages from the current service interaction.

Important: This configuration is done individually in the connections of WhatsApp Web and WhatsApp API, within the Account Settings, and will affect how conversation history is displayed in SAC 360º.