> 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 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.


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