Historical Conversations & WhatsApp Coexistence in Seen
Seen's Historical Conversations module—powered by WhatsApp Coexistence—allows businesses migrating from the WhatsApp Business mobile app to retain their existing customer chat history inside Seen without losing past context, media, or conversation threads.
How to get there: From the main sidebar navigation, select Historical Conversations.
1. How WhatsApp History Sync Works
When you connect an existing WhatsApp Business number using WhatsApp Coexistence:
- Seen automatically synchronizes your past conversations and messages in progressive phases in the background while your inbox immediately handles live messages.
- A sync progress indicator at the top of the page displays the real-time status of your historical import.
- Past text messages, attachments, and customer contact details are preserved with their original timestamps.
2. Browsing & Searching Historical Threads
The Historical Conversations workspace features a two-panel layout with a searchable thread directory and a full conversation viewer:
- Instant Search: Search across historical threads by customer name, phone number, or message keywords.
- Full Conversation Context: Read through complete past interactions and media shared prior to onboarding onto Seen.
- Conversion Status Badges: Easily distinguish between read-only historical threads and conversations that have already been converted into active tickets.
3. Converting a Historical Chat into an Active Ticket
Whenever your team needs to follow up with a past customer or assign an archived thread to an agent:
- Select the desired conversation in Historical Conversations.
- Click the Convert to Ticket button in the conversation header.
- Seen immediately creates a live ticket linked to the customer's profile and routes it to the Omnichannel Inbox.
- A Converted badge appears on the historical record with a direct link to open the active ticket and send an approved WhatsApp template or internal note.
