Charles

Learn how you can use charles to chat with your subscribers in real-time with Conversations.

Chatting in charles

Conversations are 24-hour message threads between you and your customers.

Conversation types

Learn how to create and use templates when chatting to customers.

Chat templates

It’s a good idea to automate the response to common questions (like return processes) to free up your time and resources.

Trigger a flow from the feed

Learn about the 24-hour service window and how to create templates to send messages to customers outside of this time.

Understanding the WhatsApp 24-Hour Service Window and Templates

Message template rejection

In this guide, we'll walk you through the creation and management of carts, adding products, applying discounts, and finalising the checkout

Conversation Interface: Carts creation & management

There are a few different ways you can interact with your customers in real time. Learn how below.

Interacting with your contacts

When chatting with customers you may find yourself needing to update their information. In this guide, we’ll show you where and how.

Editing contact information

This document describes how the conversation screen works and what the best practices are to handle your incoming message volume

The Conversation Screen

This article explains how voice message transcription works in charles, where to enable it, and how transcripts can be used by human agents, flows, and AI agents.

Voice Message Transcription

Learn how Meta automatically optimises your marketing campaigns — from text formatting to image filtering — to boost engagement, with full control to enable or disable these enhancements anytime.

Automatic Creative Optimisations (ACOs)

Manage WhatsApp chats across teams in a sales-focused contact center.

Conversations

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Find answers and get help from Intercom Support and Community Experts

Conversations you've started through the messenger will appear here.

No conversations created by you

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Tickets submitted through the messenger or by a support agent in your conversation will appear here.