All the users that become Inactive go to the History Page. A user becomes inactive if it doesn’t reply for straight 24 hours. For example, a user sent the last message today at 7:30 PM IST. Now, if the user doesn’t reply till 7:30 PM tomorrow, the user becomes inactive and goes to the History Page.
The Agents can only intervene the chats of the Active Users. Since all the users/chats in History Page are Inactive, the Agents can not intervene the chats. WhatsApp has provided a 24 hours window for businesses to interact with the users. Once it is over, the business can not intervene the chat. This is done to protect the privacy of the users and also to avoid spamming.
The business can only initiate the chat with an Inactive user via a Template Message and these Template messages have to be pre-approved by WhatsApp itself. Hence, these messages can not be promotional in nature to avoid spamming users. Once the user replies to that message, the user becomes Active and goes back to the Active Section of the Live Chat Page. Now, the Agents can intervene in the chats and start interacting with the users.
If a user in History Page initiates a chat or replies to a message, the user becomes Active and goes to the Active Section of the Live Chat Page. Hence, the user won’t remain on the history page.
Chat on Whatsapp