Duplicate conversation visibility during WhatsApp contact selection

Business problem

When starting a new conversation via WhatsApp templates, agents lack visibility into existing or ongoing conversations with the same contact. This leads to redundant outreach and conflicting communication, which creates confusion for both the team and the customer.

Wished result

An overview of contact history or existing open conversations should be displayed when selecting a contact for a new message. This visibility would allow agents to see ongoing interactions immediately and determine whether to proceed with a new template or continue the existing dialogue.