Conversations is the inbox where you see and handle every one of your agency’s chats, whatever channel they come from — WhatsApp, Telegram or your website’s widget (channels are activated and configured separately, see manual 24 · Channels). The screen is always organized in three columns: the conversation list on the left, the open conversation in the center, and the customer’s record on the right.
What the inbox is and how it's organizedConversations is the inbox where you see and handle every one of your agency's chats, whatever channel they come from — WhatsApp, Telegram or your website's widget (channels are ac
Procedure: read and filter the conversation listRequirements: none in particular — available to all three roles.
Procedure: open a conversation and read the threadTap a card in the list to open it in the center column.
Procedure: take control of a conversationWhile the AI is handling it (or it's QUEUED), the message box shows disabled and the screen itself tells you: "The AI is handling this conversation.
Procedure: hand the conversation back to the AISometimes you take control and, without needing to close the case, you'd rather have the AI continue the conversation.
Procedure: reply as a humanRequirements: having taken control of the conversation (section 4) — the composer only enables in HUMAN mode.
Attachments: photos, audio and documentsIf the channel has them enabled, you can receive images, audio, documents and video from your customers directly in the thread, and reply with images or documents too from the same
Procedure: resolve a conversationOnce it no longer needs follow-up, close it.
Escalation: when the AI hands off to a personSometimes the AI needs a member of your team to step in: because the customer explicitly asks for it ("I want to talk to a person", and similar phrasing), or because an escalation
The bell: where your notices arriveThe bell-shaped icon in the top bar is the single place where all your notices arrive, with a counter of the ones you haven't read yet.
Quick actions: appointment, ticket and lead from the conversationThe conversation's right panel doesn't only show the customer's record (section 3): it also gathers shortcuts so you don't have to leave the inbox when the conversation turns into
Procedure: block an abusive sender (and unblock them)When a customer writes with spam, insults or an attempted scam, your team doesn't need to keep replying and the AI doesn't need to keep spending turns on them: you can block the