Build trust and efficiency with read receipts for Enhanced WhatsApp channels. Your service reps and customers now get confirmation when their messages are viewed, which creates a more transparent conversation.
Where: This change applies to Enhanced WhatsApp channels in Professional, Enterprise, Performance, and Unlimited editions with Agentforce Contact Center Digital. View required editions.
Why: The Service Console shows a Read status, which helps service reps understand whether a customer is active and thinking or hasn't seen the message yet. Customers see the standard WhatsApp double blue check when a service rep views their message, confirming that their request is being handled.
How: By default, this feature is turned off. To show read receipts in a conversation, see Show Read Receipts and Typing Indicators in Your Conversation.