The message bubble is one of the most important elements in PoliChat.
It’s where you’ll find the main details about each customer interaction.
Below, we explain the features and indicators that appear inside the bubble and what each one means.

1. Sending channel

An icon on the side of the bubble shows which channel the message was sent through (WhatsApp, Instagram, WebChat, etc.).
Hovering over the icon displays the channel name.

2. Agent name

The agent’s name appears at the beginning of the conversation bubble.
It’s usually accompanied by a configurable suffix in the platform to help with identification.

3. Agent avatar

If the agent does not have a profile picture, the avatar appears in red, showing only the initials of their name.
If a picture has been set, the personalized profile photo will be displayed.

4. Delivery status icons

When sending messages, different icons may appear in the bottom-right corner of the bubble:

Clock → message is being processed.
If it stays for more than 10 seconds, there may be an issue.
Check:

• if the contact number is correct,
• if the number is really on WhatsApp,
• and if the channel is connected.

One checkmark → message sent through PoliChat.

Two checkmarks → message successfully delivered to the recipient’s phone.

Blue checkmarks → message read by the recipient.

Red exclamation mark → an error occurred (either with the contact or within PoliChat).

To fix it:

• Test if the channel is sending to other numbers.
• Check if the contact with the error can normally receive messages.

5. Message body

This is the content of the message, either sent by you or received from the contact.
Next to the delivery status, you’ll see the exact time the message was sent.
When you hover over or click the bubble, a small arrow icon appears in the bottom-left corner.
This allows you to reply directly to a specific message.