Set Up Read Receipts for Messaging Channels

Overview

Read receipts indicate whether a message sent via a messaging channel has been delivered to or read by the recipient. Starting with version 84.24.0.73 (V25.2-GA), this feature is available for the WhatsApp, Facebook, and Live Chat channels, helping your team see the status of a conversation at a glance without having to ask the customer. This article describes how to enable read receipts and what to consider when using them.

Prerequisites

• Firmware version: Cloud PBX version 84.24.0.73 (V25.2-GA) or later.
• Administrator access: Access to the Cloud PBX admin portal with permission for PBX settings.
• Messaging channel: At least one configured channel of type WhatsApp, Facebook, or Live Chat.
• UC Mobile Client: For correct display of the read status on mobile devices, at least iOS 5.29.14 or Android 5.29.12 is required.

Step-by-Step Configuration

1. Log in to the Cloud PBX admin portal.
2. Navigate to PBX Settings > Preferences.
3. Locate the Read Receipt section.
4. Enable the Read Receipt toggle. This feature is disabled by default.
5. Click Save to apply the change.

Once enabled, sent messages on the supported channels (WhatsApp, Facebook, Live Chat) display a status icon in the UC Client indicating whether the message has been delivered or already read.

Example

Example: A support agent sends a reply to a customer inquiry via the WhatsApp channel. The status icon lets them see whether the customer has already read the message, helping them decide whether a follow-up or additional note is useful—without unnecessarily interrupting the conversation.

Troubleshooting

• Symptom: The read status is not displayed correctly in the UC Mobile Client.
  Cause: The installed app version is older than iOS 5.29.14 or Android 5.29.12.
  Solution: Update the UC Mobile Client to the current version.
• Symptom: No status icon appears even though the feature is enabled.
  Cause: The messaging channel in use does not support read receipts (e.g., SMS).
  Solution: Read receipts are only available for the WhatsApp, Facebook, and Live Chat channels.

Best Practices

• Only enable read receipts once your team is mostly running current mobile client versions, so the status displays correctly everywhere.
• Inform your team about the new status indicator so they can use it effectively to prioritize follow-ups.
• Note that read receipts are channel-dependent and may not always be available depending on the customer's device (e.g., privacy settings in WhatsApp).