It should be like WhatsApp because we are already used to chatting that way. Going through columns is cumbersome, it makes you confused and you spend more time understanding and investigating what chat is. When using columns there is no distinctive chat, it is lost among all chats. On the other hand, if it were like WhatsApp, those who respond would always be at the beginning. The chat “header” is too large, uses too much space and therefore space is lost in the conversation. In addition, you should be collecting relevant information for the agent. For example, if the customer indicates the RUT and order number, this header could collect it so that it does not have to go up and up until it is found again.
