WhatsApp profile picture display

Business problem

Agents managing high volumes of WhatsApp conversations find it difficult to quickly identify customers using only names and phone numbers. The absence of WhatsApp profile pictures, which were available in the native WhatsApp Business app, makes conversation management less intuitive and increases the time needed to locate specific contacts.

Wished result

Display WhatsApp profile photos within the conversation view and contact profiles. This visual aid will help agents identify recurring customers faster, reduce cognitive load when switching between multiple chats, and improve overall handling efficiency for high-volume teams.