Show Read Receipts and Typing Indicators in Your Conversations

Read receipts and typing indicators enhance the conversational experience in Enhanced WhatsApp channels. They do this by providing real-time visibility into message statuses and service rep activity.

While having a conversation, your service reps and customers can use read receipts to confirm if a message is viewed, building trust. Similarly, the typing indicator reassures your customers that their service rep is actively composing a reply, reducing uncertainty and preventing duplicate messages. Together, these features create a more seamless and efficient communication flow for both your customers and service reps.

Note Read receipts and typing indicators are available in Enhanced WhatsApp channels in Professional, Enterprise, Performance, and Unlimited editions with Agentforce Contact Center Digital (Digital Engagement). By default, these features are turned off.

1. From Setup, in the Quick Find box, enter Messaging Settings, and select Messaging Settings.
2. Under the Messaging Indicators section, select Show read receipts and Show typing indicator.
   

   Note If you select either of the indicators, both are automatically enabled. This enablement is required for the feature to work as expected.