Messaging & Chat
Managing read receipts
2 minutes read time Difficulty: beginner
Managing read receipts
Read receipts (blue ticks) tell customers you've seen their message. Here's how to control them.
Auto-read receipts
AIsoule can automatically mark messages as "read" when they arrive:
- Go to Settings → WhatsApp Accounts → Your Account
- Toggle "Auto Read Receipt":
- ON — Messages are marked as read immediately (customer sees blue ticks)
- OFF — Messages stay as "delivered" until an agent opens the conversation
When to use auto-read
| Setting | Best for |
|---|---|
| ON | Fast-response teams, AI auto-reply enabled |
| OFF | Teams that want to manage expectations (don't show "read" if you can't reply immediately) |
Manual read receipts
When auto-read is OFF:
- Messages are marked as read when an agent opens the conversation
- This happens automatically — no manual action needed
Customer perspective
- ✓✓ Gray = Delivered to their phone
- ✓✓ Blue = You've read it
Some customers disable read receipts on their end — you won't see blue ticks for their messages, but they can still see yours.
Tips
- Turn ON if response time is fast (< 5 minutes) — Sets good expectations
- Turn OFF if response time is slow — Avoids "they read it but didn't reply" frustration
- AI auto-reply + auto-read = best combo — Customer sees read + gets instant response
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