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.
Every conversation goes through three modes over its life, and that mode is the first thing you should look at when you open the inbox:
- AI — handled by the artificial intelligence agent. It’s the default state of any new conversation.
- QUEUED — the AI has handed it off and it’s waiting for one of your colleagues to take control (section 9).
- HUMAN — handled in person by a member of your team.
Note — Before you receive conversations
Whether conversations reach you to handle also depends on your presence selector (Online / Away / Busy / Offline) in the top bar — covered in manual 15 · Getting started.