Handle conversations
Review messages, assign owners or agents and reply manually.
The inbox brings together WhatsApp and Instagram conversations.
Demo organization: Casa Nativa. Interface shown in Spanish.
Open a conversation
- Open Conversations.
- Use the filters to choose the channel or account.
- Select a conversation.
Filters and search are part of the page address: they stay when the page reloads, and you can save or share the link.
The header shows the contact, the channel, the assigned agent and the AI status.
Assign a person or an agent
A conversation has a single assignment: a person, an AI agent or no one. When you assign a person, the AI stops replying automatically. When you assign an agent, the conversation goes back to automatic handling.
In multiple selection you can choose an agent or Unassigned (AI off). When there's a request for human help, you can use Take to handle it.
Reply manually
Type the message in the reply field and send it. On WhatsApp, if the 24-hour window is closed, use an approved template.
The list tells you before you open the conversation. Past 24 h marks conversations where 24 hours have passed since the customer's last message: on WhatsApp you can only write with a template, on Messenger you can't reply until the customer writes again, and on Instagram only a person on the team can reply, for up to 7 days. In the last 4 hours, Closes in 3 h shows how long is left. To see only those conversations, check Past 24 h under Filters.
To write by speaking, press Dictate by voice: what you say becomes text in the box for you to review. The microphone next to it records a voice note to send instead.
For text you repeat, use Quick replies: insert them from the composer and adjust them before sending.
Check the result
Confirm that the message appears in the timeline. Delivery statuses depend on the channel and the provider.