Chat Interface #

Overview #

Chats is your unified inbox for every connected channel — WhatsApp, SMS, Instagram, Messenger, chat widget, and custom channels. Instead of switching between different apps and platforms, you manage all your conversations in one place, in a three-column layout: your chat list, the open conversation, and the contact’s full record, all visible at once on desktop.

How to get there: In the sidebar, under the Engage group, click Chats. (On a phone the menu is hidden — tap the menu icon ☰ in the top corner first, then tap Chats.) A number next to the page title shows how many chats currently have unread messages.

Desktop Layout #

On desktop, Chats is divided into three panels:

Left Panel: Chat List #

The left panel shows all your active conversations, most recent activity first. Here’s what you’ll find:

• Search bar — Search by contact name, phone number, email, or the latest message. It searches your whole inbox, not just what’s loaded on screen, so there’s no need to scroll or load more first.
• Sound icon — A speaker icon at the top of the list turns the new-message chime on or off for this device. Tap to mute, tap again to turn it back on.
• Bulk-select icon — A checkbox icon switches the list into bulk-select mode so you can act on several chats at once (see “Bulk Inbox Actions” below).
• New chat (+) — Start a new conversation with a contact.
• Filter row — A single line with the Filters button at the start, followed by your quick filter chips — the ones you’ve pinned, in the order you put them. Out of the box the chips are All chats, Open, Unread and AI paused, each with a live count, and you can pin anything else you filter by often. See “Chat Filters” below.
• Channel indicator — Each row shows a small icon for which channel the conversation is on.
• Status pills — Rows carry small pills like Paused (AI is off for this chat), Attention (the AI flagged this conversation for a human), a green Scheduled (something is queued to go out — a follow-up, or an AI reply waiting for the next active-hours window), Pinned (see “Pinning Chats” below), or a red DND (Do Not Disturb is on, so nothing can be sent to this contact).
• Row actions — Hover over a chat row and a small floating tray of icons appears, centred against the row’s right-hand edge (on a phone it’s always visible): a pin to keep the chat at the top of your list, a check to create a task for it, a star to mark it as important, and an archive icon. The tray floats above the row rather than sitting in a permanent icon column, so nothing is taking up space in the list until you reach for it. See “Pinning Chats”, “Marking Chats and Messages as Important”, and “Creating a Task from a Chat” below.
• Unread badge — Chats with unread messages display a notification badge.
• Draft marker — A conversation with an unsent message in the composer shows a green Draft: label and a preview of your text, so you can see at a glance which chats you still owe a reply.

Each row is three short lines, and everything sits in the same place on every row so you can scan straight down the list:

1. The contact’s name, with the time of the last message always flush against the right-hand edge — the times line up in a column no matter how long the names are.
2. The message preview, with the row’s compact indicators at the end of that same line: the unread badge, the coloured dot of whoever the chat is assigned to, and small pin and star marks. They fade out while the hover tray is showing, so the two never sit on top of each other.
3. Any status pills the chat has earned (Paused, Attention, Pinned, DND).

Middle Panel: The Conversation #

Click a chat to open it. The header shows the contact’s name, channel, and current status — and, when it can be determined, which of your own connected numbers or inboxes the conversation runs on — shown in brackets after the channel name, with an arrow into the contact’s number (for example “WhatsApp Business (+31 6 12345678) → +56 9 7246 3745”), so with several numbers connected you always know which line you’re replying from. The header also holds an AI on / AI paused toggle, a pin to keep the chat at the top of your list, a star to mark the chat as important, a check icon that creates a task for this contact, a magnifying glass to search inside this conversation, an info icon that opens the contact panel (while the panel is open it turns into a double arrow, and clicking it hides the panel again), and a three-dot menu for the rest of the actions. On Instagram chats there’s one more: an ↗ icon that opens this same conversation in Instagram itself, in a new tab — handy when you’ve paused the AI and want to continue the conversation from your own Instagram inbox. It shows whenever we know the contact’s Instagram username.

The three-dot menu also holds Continue on WhatsApp (and Continue on SMS when you have an SMS number connected). It appears on chats that came in through another channel, such as the website chat widget, when the contact left a phone number and you have WhatsApp Web or WhatsApp Business connected. Click it and Your AI Connector creates a WhatsApp conversation for that person, copies their name, email, tags, lists and notes across, and opens it with the cursor already in the message box, so you can carry on with someone who has since left your site. The two conversations stay linked: both show a small link icon in the chat list, and the contact panel lists the other one under Linked conversations. The AI knows about the link too, so if it answers on WhatsApp it already knows what the person said on your website and won’t ask for the same details twice. If the menu item is greyed out, the number it would use isn’t connected right now; hover it and it tells you which one to reconnect. You can also let the AI offer the move itself: give it a Short Link to your WhatsApp number in its instructions — the recipe is in the chat widget guide.

Auto-tag with AI lives in the same menu. It runs the agent’s tag rules over the whole conversation and tells you which tags were added or removed — the way to tag a chat your team handled with the AI paused, or one that happened before you wrote the rules. It costs the same as live tagging (1 credit per tag applied; nothing if no tag applies). See Tagging a conversation on demand.

On a phone there isn’t room for all of that beside the contact’s name, so the header keeps the name, the search icon and the three-dot menu, and the AI on / AI paused toggle along with the pin, star and create task actions move to the top of the three-dot menu — on Instagram chats, Open in Instagram sits there too, and tapping it hands the conversation off to the Instagram app. On a phone you pause or resume the AI with Pause the AI / Resume the AI at the top of that menu. If the chat has several status pills at once, the header shows the most important one and folds the rest into a +2-style pill — tap and hold it to see what it’s covering.

The message thread shows the full history: the contact’s messages on the left, your team’s and the AI’s replies in green on the right. Hover the small time under any message you sent to see its delivery details — when it was sent, and when it was delivered or read. If a message could not be delivered, a red ! appears next to the time, and that same hover names the actual reason in plain words — for example that WhatsApp’s 24-hour reply window has closed, or that Meta blocked a marketing template — along with the provider’s error code, so you know whether to try again, switch channel, or fix something first. That same code appears in the Error Log, where every code is listed with what it means and what to do about it.

When the AI is paused on a chat, an orange banner spells that out and offers a one-click Resume AI. A compact AI status bar sits just above the composer at all times — it reads “Active,” “Paused,” “Needs Attention,” “Replying now,” “Daily limit reached,” “Outside working hours,” or “Do Not Disturb” depending on the chat’s state, and carries a Schedule follow-up / Reschedule follow-up shortcut on the right when relevant. While a follow-up is queued, a Cancel button sits beside it: click it, confirm, and the queued follow-up is dropped without pausing the AI or changing anything else on the chat.

If the conversation’s Agent (or campaign) has active hours set and the schedule is closed right now, the status bar reads Outside working hours — AI resumes at the time the next window opens. Nothing is lost in the meantime: a message that arrives while the schedule is closed is answered automatically as soon as the working hours begin, and the status flips back to Active on its own — no need to resume anything by hand. Chats in this state are gathered under the Outside hours filter (and, like anything with a reply queued, under Scheduled), and if you reply yourself before the window opens the waiting AI reply is cancelled.

Resuming does one more thing: by default it also lines up a catch-up follow-up. The AI reads the conversation, decides whether a nudge makes sense, and picks a sending delay — often a couple of hours. If the contact has not written back by then, it sends a short follow-up that fits the conversation. If the chat gets going again before the timer runs out, the queued follow-up quietly cancels itself, so nobody receives a pointless “just checking in” mid-conversation. Prefer to switch the AI back on without any of that? Hold the Resume AI button and choose Just resume.

Messages containing a YouTube link show the video’s thumbnail and title above the message text, on both sides of the conversation — so you can see the preview your contact sees. Press the play button and the video plays right there in the conversation, so you don’t lose your place in the thread. To open the real page on YouTube instead — for the description and comments — click the title underneath; that opens in a new tab.

If the contact is on Do Not Disturb, the whole chat says so rather than looking normal: a red banner across the top, a red DND pill in place of the AI on/off toggle, “Do Not Disturb” in the status bar, and the composer replaced with an explanation and a Turn off button. Nothing can leave this chat while it’s on — not an AI reply, not a message you type, not a template, and not a message sent to this contact by one of your automations (that run is marked failed with the reason) — so the chat stops offering a text box that would go nowhere.

The composer at the bottom is a plain text box (Enter to send, Shift+Enter for a new line, a 4,096-character counter) plus attachment, emoji, and Generate Reply controls — see “Sending Attachments” and “AI-Assisted Replies” below. If you’ve enabled quick replies in Settings, a row of preset chips sits just above it — see “Quick Replies” below.

When the toggle reads “AI off (campaign)”, “AI off (agent)” or “No agent” #

The header toggle controls one contact. Each campaign also has its own AI switch, and every AI Agent has an on/off switch of its own. Both of those outrank the per-chat toggle.

If the AI Agent handling a conversation is paused, the bot will not reply in that conversation no matter what — and the per-chat toggle cannot override it. When that happens the toggle is greyed out and reads AI off (agent), and the AI status bar above the composer says the same thing, so you’re not left pressing Resume AI on a chat that can never answer. To fix it, open the campaign shown in the Campaign section of the contact panel and turn its AI back on — every conversation on that campaign starts replying again.

If the conversation is handled by an AI Agent and that agent is switched off, the toggle greys out and reads AI off (agent) instead. Open AI Studio → AI Agents, find the agent named on the chat, and switch it back on.

In both of those cases the Resume AI button in the paused banner and the Bot replies toggle in the contact panel grey out with the same explanation — none of them can override the campaign or agent switch. Generate reply keeps working, though: it drafts from the agent’s configuration even while the agent is switched off, so you can keep answering by hand with the AI’s help.

If the conversation isn’t handled by any AI agent or campaign at all, the toggle greys out and reads No agent: there’s nothing for the AI to reply with, so switching it “on” wouldn’t do anything. The AI status bar says the same, and the Generate reply and Resume AI buttons are disabled too — hover any of them and a tooltip explains why. To fix it, open the chat’s ⋯ menu and choose Assign AI agent… to pick which agent handles this contact.

Worth knowing. An old campaign or agent you no longer use can still be attached to conversations, and if its AI is switched off those chats stay silent. If the bot has gone quiet across many conversations at once, check which campaign or agent they’re attached to before anything else.

The reverse is also true: a chat whose toggle reads AI on only means that one conversation isn’t individually paused. It doesn’t mean the bot is running, because the campaign or agent behind it may still be off.

When the AI paused itself (human alert) #

Your AI can also pause a chat on its own. When it hits something it decided a real person should handle, it raises a human alert — it emails you, drops a notification with the reason, puts the chat in the account owner’s queue, and stops replying in that conversation so it doesn’t talk over the person about to step in.

This is the most common reason a chat that was answering perfectly goes quiet, and it looks alarming from the customer’s side: the contact keeps sending messages and nothing answers them. The chat isn’t broken and nothing is misconfigured — the AI is waiting for you.

What to do about it:

• To take the chat back yourself, just reply. That’s what the alert is asking for.
• To hand it back to the AI, switch the header toggle from AI paused to AI on. The bot answers the contact’s next message from then on (it does not go back and answer the ones it skipped).
• If it keeps pausing on the same kind of question, that’s your escalation rule, not a fault. Open the agent, go to the first step (AI Instructions) and edit the Alert Human When box — it lists the situations you told the AI to hand over. Trim or reword the line that keeps catching, and it will handle those itself.

The AI also raises a human alert when it has ignored three messages in a row, and when a contact sends an image, voice note, video or document that your plan can’t process.

Who sent each reply #

Every reply on the right-hand side carries a small label above it, so you never have to guess whether a customer was answered by your AI or by a person:

• AI (with a sparkle): your AI agent wrote it.
• A teammate’s name: that person replied by hand from the inbox. On accounts with several team members this tells you at a glance who picked the conversation up.
• You: you sent it yourself.

When several replies come one after another from the same sender, the label appears once at the top of the run rather than on every bubble. If two different people reply in a row, each one gets their own label.

Messages sent by a campaign, a broadcast, or your own API integration carry no sender label, because nobody typed them individually.

Replies sent before 3 August 2026 don’t have a name recorded, so they show the generic You (or Team, if your account has more than one member). Everything sent from that date onward is named.

Right Panel: The Contact Panel #

Open it with the info icon in the conversation header. To hide it, click the double arrow (») in the panel’s top corner, or the header icon, which shows the same double arrow while the panel is open. It’s organized into a set of collapsible sections, top to bottom:

• Quick actions — email or book an appointment with this contact directly, and Continue on WhatsApp / Continue on SMS when the chat came in on another channel and the contact has a phone number (see “Middle Panel” above). The Email button opens your computer’s own email app with a new, empty message addressed to the contact — nothing is sent by Your AI Connector, and it never shares the conversation history. If nothing opens when you click it, your browser has no default email app set up (common on desktop computers); set one in your system or browser settings, or just copy the address from the Contact section below.
• Contact — phone, email, country, and when the contact was created. Click the phone or the email to change it right there: type the new value, then click the green tick to save it (pressing Enter does the same). Nothing is saved until you confirm — the ✕, the Esc key, and clicking anywhere else all discard the change, and switching to another chat drops it too. If a contact has no email yet, the row says Add email — click it and type one. Country and Created can’t be edited, and the Edit link still opens the full form for their name, tags and notes.
• Activity stats — totals for this contact: messages received and sent, how many replies came from the AI versus a human, and credits used. This is also where you’ll find the AI message counter — see “Credit Usage and Bot Message Count” below.
• Agent — which AI Agent handles this contact’s replies. Click the agent to open it, so you can read or fix its instructions while the conversation that prompted you is still on screen. The link on the right reads Change when an agent is handling them (pick a different one, or hand them back to your team) and Assign when nobody is. Accounts still running classic campaigns see the Campaign section below instead.
• Campaign — which campaign this contact belongs to, with a link to change it. Click the campaign name to open it.
• Tags — the tags on this contact, with a link to manage them.
• Deal — this contact’s deals, each with its stage and value. Click one to edit it without leaving the conversation, or click Add deal to create one.
• Tasks — this contact’s open tasks, each with its title and due date (an overdue one is shown in red). Click a task to edit it right there — title, due date, stage, priority, assignee — or use the ↗ icon on the row to open the full task on the Tasks page. Click Add task to create one. See “Creating a Task from a Chat” below.
• Follow-up — see or schedule a follow-up message for this contact. Once one is scheduled, this section shows when it will go out, and the chat gets a green Scheduled marker in the list. To drop it, click Cancel follow-up under the timer (or Cancel in the AI status bar above the composer) and confirm; this cancels the queued follow-up, whether you scheduled it by hand or the AI Agent queued it automatically, and the AI stays on. The Agent may queue a fresh one after the next reply in the conversation, so switch the Follow-ups toggle off in the Preferences section if you want no more follow-ups at all for this contact. If the contact isn’t handled by an AI Agent yet, follow-ups can’t be scheduled for them — assign an Agent first, from the Agent section of the contact panel. Turning the AI off on a chat cancels any follow-up scheduled for it — pausing the AI means you’re taking the conversation over by hand, so nothing automated is left queued. Schedule the follow-up after you’ve finished switching the AI on and off, not before.

You can either give the exact words to send, or just describe what you want. If you write something like “follow up tomorrow saying the quote is ready”, that’s what gets sent, word for word. If you only say when — “reply now”, “check in next week” — the AI Agent writes the message itself at the moment it sends, using the conversation so far and everything you’ve set up in the Agent. That’s why the preview says the AI will write it: the message doesn’t exist yet, and waiting means it can react to anything the contact said in the meantime.

• Linked conversations — shown when this person also has a conversation with you on another channel (for example a website chat you continued on WhatsApp). Each row shows the channel, the name and the latest message; click one to jump to that chat. Unlink cuts this contact loose from the others; the conversations themselves stay exactly as they are.
• Summaries — AI-written recaps of this contact’s past conversations; empty until a conversation wraps up (48 hours of silence from the contact — see “Chat Summary” below).
• Files — every file shared in this conversation, in one place.
• Instagram — on Instagram chats only: the contact’s @username, with an Open in Instagram link that takes you straight to this conversation in Instagram, in a new tab. Use it when you’ve paused the AI and want to carry on from your own Instagram inbox. (It appears whenever we know the contact’s username.)
• Notes — free-text notes on this contact, with an Edit link.
• Activity — a timeline of this contact’s key events, starting with their first message and channel.
• Preferences — per-contact toggles for Bot replies (same as the AI on/paused toggle in the conversation header) and Do Not Disturb (same as the three-dot menu’s DND action — while it’s on, the header toggle shows DND instead, because nothing goes out to this contact either way).

Mobile Layout #

On mobile devices, the interface uses a single-panel view:

• You start on the chat list.
• Tap a conversation to open the full chat detail.
• Use the back button (or swipe back) to return to the chat list.

All the same features are available on mobile, adapted for smaller screens.

Typing on a phone #

On a phone or tablet, the return key on your keyboard starts a new line — it does not send. To send, tap the send button. (On a computer it’s the other way round: Enter sends, and Shift + Enter starts a new line. A computer keyboard has Shift + Enter available; a phone keyboard doesn’t, which is why a half-typed message on a phone used to go out the moment you reached for a second line.)

Chat Filters #

Filters help you find specific conversations quickly, and each one searches across your whole inbox — not just the chats already loaded on screen — so selecting one brings in matching conversations immediately.

The filter row above the chat list is one line with two parts:

1. The Filters button — the first thing in the row, holding everything you can filter by — status, campaign or agent, list, tags, channel, and assignee. It carries a small number counting how many of campaign, agent, list, tags, channel and assignee you’ve narrowed by (the status you’re on isn’t counted — that one always has a chip of its own). See “The Filters panel” below.
2. Your quick filter chips, filling the rest of the row in the order you chose. Each one applies its filter in a single click. Out of the box you get four — All chats, Open, Unread and AI paused — but the row is yours to change: pin the filters you actually reach for and drag them into the order you want. See “Pin your own quick filters” below.

If you pin more chips than fit, the row scrolls sideways: the edge of the row fades to show there’s more, a slim scrollbar appears underneath it, and your mouse wheel scrolls the row across without you having to grab it. The Filters button scrolls along with the chips, so put the ones you use most nearest the start where they’re in view without scrolling.

Two kinds of chip can appear:

• Status chips show a label and a compact count (2.3k rather than 2,347). Only one status applies at a time, so clicking a chip switches the list straight to it. All chats is the chip that clears the status again.
• Scope chips — a specific tag, list, channel, campaign, agent or teammate — show a small icon and the name, and no count. These are proper toggles: click to apply, click the same chip again to clear it.

Anything you filter by but haven’t pinned still shows up, as a chip with an × after the pinned ones — so the list is never quietly narrowed by something you can’t see. Click the × to drop that one filter.

What each status filter does #

Careful — “Closed” does not mean “handled”. The Open and Closed filters describe the 24-hour messaging window that WhatsApp and Instagram impose. To mark a conversation as dealt with, archive it and pick Filters → Status → Archived to find it again.

The Filters panel #

Click Filters (the funnel icon at the start of the row) and a panel opens with one row per thing you can filter by:

Click a section to drill into its options, pick one, and the panel steps back out. Each row shows what it’s currently set to on the right — a status name, a tag, or Any when it isn’t filtering anything. Long lists get a search box at the top, so you can type a campaign or teammate’s name instead of scrolling. The back arrow returns you to the list of sections.

Below the sections sits one more control: an Include archived chats switch. Filters normally search only your active conversations — a tag filter, for example, won’t show a tagged chat you’ve archived, which can make it look like the filter lost people. Flip the switch on and every view except Archived includes archived conversations too: the counts include them, Select all covers them, and searching looks through both. “Everyone with the hot-lead tag, archived or not” is one switch instead of two separate checks. While it’s on, an Including archived chip sits in the filter row so the wider list is never a surprise — click its × to switch it off again. The switch is hidden on the Archived view (that view is your archived chats already), and Set as default saves it along with the rest of your view.

Campaign, Agent, or both. Which of the two you see depends on how your account is set up. Accounts running on AI Agents get the Agent filter, accounts still running classic campaigns get Campaign, and an account part-way between the two sees both — because its conversations are split across them.

Each filter you pick also appears as a chip in the row, so you can see what’s narrowing the list without opening the panel again. Click the × on a chip to drop that one filter, or Clear all at the top of the panel to drop them all at once.

Save your default view #

Out of the box, Chats always opens on All chats with nothing narrowed down. If the first thing you do every time is apply the same filters — say, switch the Assignee to your own name — you can make that your starting point instead.

1. Set the list up exactly how you want to land on it: pick a status, and any combination of campaign or agent, list, tags, channel and assignee.
2. Click Filters and click Set as default at the top of the panel.

From then on, Chats opens with that view already applied, every time. Nothing else changes: all the other filters are still right there, and switching around mid-session works exactly as before — the default only decides where you start.

The panel header shows Your default view with a filled bookmark while one is saved. To go back to opening on All chats, click Clear default next to it — the filters on screen stay put; only the saved starting point is forgotten.

The default view is saved to the account itself, so it follows you to every device you sign in on — and everyone working in the account starts from the same view. That makes it a great way to set a workspace up once: if you’re preparing the inbox for someone else, the view you save is exactly the one they land on, on whatever computer they use.

Pin your own quick filters #

The chips in the filter row aren’t fixed. Every option in the Filters panel — every status, and every individual tag, list, channel, campaign, agent and teammate — has a small pin icon on its right. Click it and that filter gets its own chip in the row; click it again to take the chip away.

That means the row ends up matching how you actually work. If you live in one tag, pin the tag. If you’re the person who handles everything assigned to you, pin your own name. If Attention is the first thing you check every morning, pin it and drop AI paused.

• To pin — open Filters, drill into the section you want (Status, Tags, Channel, and so on), and click the pin icon beside the option. Pinning doesn’t apply the filter; it just adds the chip. There’s a shortcut too: if a filter you picked is sitting in the row as a temporary × chip, right-click it and choose Pin to keep it.
• To unpin — hover a chip and click the small crossed-out pin that appears on its top-right corner. You can also right-click the chip (on a phone, press and hold it) and choose Unpin, or click the same option’s pin icon again in the Filters panel. Either way the chip goes; the filter itself is untouched.
• To reorder — drag a chip along the row; a thin line shows the gap it will land in, so drop it there. Put your most-used chips first so they never scroll out of view. On a phone or tablet there’s nothing to drag with, so press and hold a chip instead and use Move left / Move right.
• If you unpin everything, the row is empty and simply tells you where to get chips back. The defaults don’t come creeping back on their own.

Your chips follow the account. Pinned quick filters are saved to the account, not to the device — set the row up once and the same chips, in the same order, appear on every computer and for everyone working in the account. If you work across several accounts, each one keeps its own row.

Tip: If you manage a large number of conversations, use filters regularly to stay organized. Check the Attention filter throughout the day to make sure no customer is waiting for a human response, or use AI Paused to find chats where you took over but may have forgotten to re-enable the bot.

Sorting and Searching #

• Sort order — Within any filter, conversations are always sorted by most recent activity, so the chats that need attention soonest stay at the top. The exception is pinned chats, which sit above the rest on the unfiltered view — see “Pinning Chats” below.
• Search — Searches across contact names, phone numbers, email addresses, and the latest message, across your whole inbox. Search now works inside whatever you’ve filtered to: pick a channel or a list first and the search only looks at those chats. Clearing the search returns you to your previous filter.

Searching inside one conversation #

The search bar above the chat list finds the right chat. To find a message in the chat you already have open, click the magnifying glass in the conversation header.

• Type what you remember, and the matching messages appear in place of the thread, newest first, with your words highlighted.
• It searches the entire conversation, however far back it goes — not just the messages currently on screen.
• Click any result to jump straight to that message in the thread. It’s briefly outlined so you can see where you landed, and you can keep scrolling from there.
• If the message is from further back than the chat has loaded, it opens anyway, with the messages either side of it for context. A bar at the top says you’re viewing older messages, and Jump to latest takes you back to the live end of the chat (so does replying).
• Press Escape, or click the X, to close the search and go back to the conversation.

This is the same search you’ll find on the Messages tab of a contact’s record, so it works the same way wherever you’re reading a conversation.

Pinning Chats #

A busy inbox sorts by whoever messaged last, so the conversation you’re actually working on slides down the list the moment ten other people write in. Pin it and it stays at the top.

Pin a chat #

• From the chat list — hover over a chat row and click the pin icon, the first in the small tray that appears against the row’s right-hand edge (on a phone the tray is always visible).
• From an open chat — click the pin in the conversation header.

Click the pin again to unpin.

Where pinned chats appear #

On the plain All chats view — no status filter, no filters from the panel, nothing typed in search — your pinned conversations sit in their own Pinned section at the top of the list, with the rest of your chats under an Other chats heading below. The most recently pinned chat is first, and a pinned chat stays there however old its last message is.

Apply any filter and the list goes back to normal most-recent-first order, so a filter always shows you a true picture of what matches it. Pinned chats still carry a small Pinned pill on their row, so you can tell which ones they are. Search behaves in between: there’s no separate section, but pinned matches are listed first.

You can pin up to 15 chats. Try to pin a sixteenth and you’ll be asked to unpin one first. A pin is saved on the conversation, the same way the Important star is, so it’s shared with your team — everyone on the account sees the same chats pinned to the top. It changes nothing for the contact, the AI, or the conversation itself.

Marking Chats and Messages as Important #

When certain conversations matter more than the rest — a hot lead, a key client, a deal in progress — star them so they’re always easy to find and their messages never slip past you.

Star a chat #

• From the chat list — hover over a chat row and click the star icon in the tray that floats in on its right-hand edge (on a phone the tray is always visible). The star turns yellow to show the chat is marked as important.
• From an open chat — click the star in the conversation header, next to the AI toggle.

Click the star again at any time to remove it. The star is shared with your whole team — when you mark a chat as important, everyone on the account sees the same star.

Star a single message #

You can also star individual messages — an address, an order detail, a promise you made that you’ll want to find again:

1. Hover over the message and click the small arrow that appears beside the bubble (on a phone it’s always visible).
2. Choose Mark as important.

A small yellow star appears next to the message’s time stamp. To remove it, open the same menu and choose Remove star.

Find your important chats #

Click Filters above the chat list, open Status, and choose Important to see only your starred conversations. If you check them often, click the pin beside Important while you’re there and it gets a permanent chip in the filter row.

Get notified when important contacts message you #

Starring a chat also unlocks a dedicated notification category: Important contact messages. With it enabled, every new message from a starred contact triggers an alert under the notification bell (and as a browser push, if you’ve enabled Web Push) — so a message from a key customer never drowns in a busy inbox. Control it on the Notifications settings page.

Replying to a Specific Message #

In a long conversation it isn’t always obvious which question you’re answering. Reply to a specific message and your answer arrives attached to it — the customer sees the original quoted above your reply, exactly the way they’re used to in WhatsApp or Instagram.

1. Hover over the message you want to answer and click the small arrow that appears beside the bubble (on a phone it’s always visible).
2. Choose Reply.
3. The message you picked appears just above the typing box. Type your answer and send it as normal.

To back out, click the × on that preview (or press Esc) and the quote is dropped.

Your reply carries the quoted message in the chat too. If the original is still loaded in the conversation, click the quote to jump straight to it; further back than that it shows as a preview you can read but not click.

Where Reply appears — and why it’s sometimes greyed out #

Quoting is something the customer’s own app has to draw, so it only works where the channel supports it. Where it doesn’t, Reply stays in the menu but is greyed out, and hovering it tells you why — rather than sending a reply that arrives with no sign of what it’s answering.

Good to know #

• You can reply to your own messages as well as the customer’s.
• You can’t reply to a message that hasn’t been delivered yet, or one that was deleted — there’s nothing for the quote to point at.
• An attachment or a voice note can be a reply too — pick Reply, then attach.
• If you split a long reply into chunks, only the first chunk carries the quote — the same way a person quotes once and then keeps typing.
• On WhatsApp connected by QR, when a customer replies to one of your messages you’ll see their quote above their message in your inbox as well. On the other channels their reply arrives as a normal message for now.

Reacting to a Message #

Sometimes a message doesn’t need a reply — a 👍 says it. On the channels that support it you can react to any message with an emoji, and the customer sees your reaction on their own phone, exactly as if you’d reacted there.

1. Hover over the message and click the small arrow that appears beside the bubble (on a phone it’s always visible).
2. A row of emoji sits at the top of the menu — click one.

The emoji appears as a small chip under the message in your inbox, and on the customer’s copy of the chat. To change your mind, open the menu and pick a different emoji — it replaces the first one. To take it back entirely, click the emoji you’d chosen in the menu, or hover over the chip under the message and click the small × that slides in next to it (on a phone the × is always visible). It’s removed on both sides.

Where reacting works #

Good to know #

• You can react to the customer’s messages and to your own.
• One reaction per message: picking a second emoji replaces the first, just like in WhatsApp itself.
• When a customer reacts to one of your messages on WhatsApp connected by QR, their reaction shows as a chip under that message in your inbox too. On other channels customer reactions don’t come through yet.
• A deleted message can’t be reacted to.

Editing a Message #

Spotted a typo or a wrong price the moment after you sent it? On some channels you can correct it in place, and the customer’s copy is corrected too:

1. Hover over the message and click the small arrow that appears beside the bubble (on a phone it’s always visible).
2. Choose Edit message.
3. Fix the text and click Save changes.

The message updates in your inbox and on the customer’s screen, and carries a small Edited label from then on.

Where Edit appears — and why it sometimes doesn’t #

Edit only shows up when the customer’s copy can genuinely be changed. If it isn’t there, that’s deliberate: editing your own copy while the customer keeps the original would leave the two of you reading different conversations, and your AI would answer based on words that were never actually sent.

Once the time limit passes, Edit disappears from the menu. If you still need to correct something, send a follow-up message — or delete the original and send a new one, on the channels where deleting reaches the customer.

Good to know #

• You can’t edit a message the customer sent you. It’s their message.
• You can’t edit a deleted message.
• On WhatsApp and Telegram the customer’s app shows the message as edited on their side too — editing isn’t invisible to them.
• If the edit can’t be delivered (for example your WhatsApp is briefly offline), nothing changes — not even your own copy — and we tell you why. That’s on purpose: a saved edit that never reached the customer would be worse than no edit at all.

Deleting a Message #

Sent something by accident? You can take it back:

1. Hover over the message and click the small arrow that appears beside the bubble (on a phone it’s always visible).
2. Choose Delete message.
3. Confirm.

The message is replaced with This message was deleted in your inbox.

Whether the customer still sees it #

This is the part that matters, and it depends on the channel. The confirmation box tells you which one you’re about to do before you click:

After deleting, a short message at the bottom of the screen confirms what actually happened — whether it went from both sides, or only from yours.

Good to know #

• Deleting cannot be undone.
• Deleting a message does not delete the conversation. To clear a whole chat, use Archive instead.
• Everyone on your team sees the message as deleted.
• If your WhatsApp or Telegram connection happens to be offline at that moment, we’ll tell you the message was removed from your inbox but couldn’t be taken back — reconnect and the next one will work normally.
• You can delete a message the customer sent you too. That only ever removes it from your inbox — there’s no way to remove something from someone else’s outbox.
• It works the other way around as well: when a customer unsends a message on Instagram, Messenger or WhatsApp, it shows as This message was deleted in your inbox instead of silently disappearing — so a conversation where the AI replied to a since-unsent message still reads in the right order.

Closing a Conversation (When You’re Done) #

When a conversation is dealt with and nobody needs to watch it any more, archive it. Archiving is Your AI Connector's “closed” or “resolved” state — there’s no separate status to set.

Two things make it the right tool for a team:

• It’s shared. The archived state lives on the conversation itself, not on your login. The moment you archive a chat, every teammate sees it as archived too, so nobody re-opens something a colleague already handled.
• It clears the inbox without losing anything. Archived chats drop out of All Chats and every other filter, but the full history stays intact and the contact is untouched.

Three ways to archive #

1. From the chat list — hover any chat row and click the archive icon, last in the tray that floats in on its right-hand edge.
2. From the conversation — open the chat, click the three-dot menu (⋯) in the header, and choose Archive.
3. In bulk — tick the checkboxes on several chats (or select every chat in the current view at once) and click Archive in the bulk action bar. See Bulk Inbox Actions.

Finding and reopening archived chats #

Click Filters, open Status, and choose Archived to list everything you’ve closed. To bring one back, open it and choose Move to inbox (the same control that archived it), or click the restore icon on its row. To restore several at once, switch to bulk selection mode while the Archived filter is active, tick the chats, and click Unarchive — in the Archived view the bulk bar’s Archive action flips to Unarchive.

If a contact messages you again after you archived them, the chat comes back into your inbox on its own — archiving is not a block, and it doesn’t stop the AI from replying. To stop the bot for a contact, pause the AI on that chat instead; to stop hearing from them entirely, use Do Not Disturb.

Tracking work that isn’t finished yet #

Archive answers “is this done?” — it deliberately has only two states. For the middle ground (waiting on the customer, waiting on a colleague, in progress), don’t invent archive-like tags; use the tools built for it:

• Chat Assignments — who owns this conversation right now.
• Tasks — stages like To Do, In Progress, Waiting and Done, linked to the contact and assignable to a teammate. You can create one without leaving the conversation — see “Creating a Task from a Chat” below.
• Tags — the outcome of a conversation (Interested, Booked, Not Interested), which your AI agent can also apply automatically.

Creating a Task from a Chat #

“Call them back Thursday” is the kind of thing that gets lost the second you close the tab. You can turn it into a task without leaving Chats, and it comes out already linked to the contact.

Four ways in #

• The chat header — click the check icon in the conversation header.
• A chat row — hover over any row in the chat list and click the check icon in the tray that floats in on its right-hand edge.
• The contact panel — click Add task on the Tasks section of the panel on the right.
• The message box — the quickest: switch the to-do toggle on and click Create task (see below).

The first three open the normal New task form with the contact already linked and the type set to To Do. Everything else — title, due date, stage, priority, assignee — works exactly as it does on the Tasks page. See Tasks for the full guide.

The quick to-do strip (one click from the message box) #

Next to the message box is a small to-do toggle. Switch it on and a slim strip appears above the box, ready to go:

1. The title is filled in for you — “Follow up with Ana” — and you can type over it.
2. Pick a due date from the quick choices: Later today, Tomorrow, In 3 days, or Next week. Or click the date button to pick your own. Need an exact hour (“call at 3 PM”)? Set it in the time field next to the date.
3. Optionally switch on the deal chip. If the contact already has an open deal, the task is linked to it. If they don’t, a new deal is created for them in the first column of your pipeline, together with the task.
4. Click Create task (or press Enter in the title field). The task is created straight away — you don’t need to send a message.

You can also leave the strip armed and send a reply as usual: the task is then created the moment the message goes out, linked to that message as well as to the contact, so opening the task later takes you straight back to what was said.

The due-date choice and the deal chip you used last are remembered for next time, and the toggle switches itself off once the task lands, so you never make one by accident on your next reply.

If a message sends but the task can’t be created for some reason, the message still goes — you’ll see a short note with a Try again button rather than losing the reply.

Seeing a contact’s tasks #

The Tasks section of the contact panel lists this contact’s open tasks with their due dates; anything overdue is shown in red. Click one to edit it in place — the same form the Tasks page uses, so you can push a due date or change the stage without leaving the conversation. Need the full record (comments, activity)? Hover the row and click the ↗ icon to open it on the Tasks page.

Don’t see any of this? The task buttons only appear when Tasks is switched on for your account and your team permissions let you edit contacts. See Tasks.

New Message Alerts #

While Chats is open, Your AI Connector lets you know as soon as a new message arrives, even if you’re working in another tab:

• Sound — A short ding plays when a new message arrives. Use the speaker icon at the top of the chat list to turn it on or off — the setting is remembered on this device only.
• Tab counter and icon badge — The browser tab title shows a count of new arrivals while the tab is in the background, with a matching red badge on the site icon. Both clear the moment you switch back to the tab.

If the sound doesn’t play, check that the speaker icon isn’t muted, and note that browsers block audio until you’ve clicked somewhere on the page at least once.

Message Status Indicators #

Each message you send shows its delivery status:

Tip: Hover over the time under any message to see its full send date and time, its current status and when it reached it, and — if something went wrong — the reason it failed.

Note: Message status tracking is available for WhatsApp (both Business and Web), SMS, and other supported channels. The level of detail varies by channel — for example, “Read” status is available on WhatsApp but not on SMS.

Credit Usage and Bot Message Count #

In the contact panel’s Activity stats section, you’ll see two important numbers:

Credit Usage #

The total AI credits consumed in this conversation. It counts every AI action on the conversation, not just the visible replies: each AI response (charged when the AI “thinks”, not per individual message sent), tool and custom function calls, contact tags applied by the AI, automatic follow-ups, voice note transcription, chat summaries, and background evaluation steps.

The number is written as each action happens, but the panel loads it when you open the conversation — switch away and back (or refresh) to see the latest figure. Conversations from before August 2026 may show a lower number than was actually spent: back then only AI responses and tool calls were added to this counter, and historical totals are not restated.

Bot Message Count #

The number of AI responses sent to this contact. The AI stops replying to a contact once this counter reaches the max messages limit on the AI Agent handling them (Bot Settings → Max messages, 20 by default). Some plans also carry their own per-chat ceiling, and whichever number is lower wins. When the cap is hit the chat switches to AI is paused — click Reset next to the counter to set it back to zero.

Daily limit reached — AI resumes at 00:00 UTC is a different message: it is the WhatsApp Web daily send cap on the number, and it clears itself overnight. Reset does nothing for it.

Resetting the count: Click Reset next to the counter in the contact panel to set the AI message count back to zero so the AI can keep chatting with that contact.

Tip: If a contact has used many AI responses, it may be worth reviewing the conversation to see if the bot is handling the interaction well or if the contact needs human attention.

The 24-Hour Messaging Window (WhatsApp Business, Instagram, Messenger) #

WhatsApp Business, Instagram DMs and Facebook Messenger each enforce a 24-hour messaging window:

• After a contact sends you a message, you have 24 hours to reply freely with any message.
• Once the 24-hour window closes, you can only send an approved template to reopen the conversation.
• The chat interface shows a clear notice when the window has closed, telling you to send an approved template to reopen it. Sending a template is the only way to reopen a closed window — there is no one-click “Reopen” shortcut.

The 24-hour messaging window applies to WhatsApp Business API, Instagram DMs and Facebook Messenger. WhatsApp Web has no such window, because it runs on your own linked WhatsApp account rather than the Business API. SMS, Telegram, LINE, email, the chat widget and custom channels have no window either.

For more about templates, see WhatsApp Message Templates.

Reopening Closed Chats with Templates #

When a WhatsApp conversation window closes:

1. The message input area shows a notification that the chat is closed, and typing a normal reply is blocked.
2. Click Send template in the message input area to open the template picker. (Templates are a WhatsApp Business API feature, so this option only appears on WhatsApp Business chats.)
3. Choose an approved template from the list. If you have a lot of templates, use the search box at the top — it matches the template’s name and its message text, so you can find the right one by typing a phrase from the message even when several templates share a name.
4. Under Replies handled by, check who takes over when the contact answers. It opens on whoever handles them today, and you can change it here without leaving the screen. If the contact is still in a campaign, the campaign keeps handling their replies and this row explains that instead.
5. The template is sent to the contact.
6. Once the contact replies, the 24-hour window resets and normal messaging resumes.

Tip: Create a few simple, general-purpose templates that work for reopening any conversation — templates without variables are typically approved faster.

Sending a template to several chats at once #

Tick the checkbox on each chat in the list, then choose Send template. Before you confirm, the modal shows roughly what the send will cost in credits, broken down by country when your contacts span more than one — WhatsApp charges a different rate per destination.

You can also set Replies handled by for the whole selection here. Contacts already handled by a campaign keep their current handler, and the modal tells you how many were skipped for that reason.

Above 10 contacts, this switches to a Broadcast instead of sending directly. You get a draft broadcast with those contacts already selected, and you finish the send there — that is where scheduling, batching and reporting live. See Broadcasts.

Sending a template from Contacts #

You do not have to find the chat first. Open a contact — either the panel that slides out from the contacts list, or their full record page — and use Send template for a one-off message, or Send broadcast to send a live broadcast’s opening message to just that person (which also hands their replies to that broadcast’s agent).

The Three-Dot Menu #

Click the three-dot menu icon at the top-right of the conversation header. This is where the rest of a chat’s actions live:

1. Test In Playground — Loads this conversation into the Try Out chat of whichever agent (or campaign) handles it, so you can test how the AI would respond without touching the real conversation.
2. Mark as read — Clears the unread state on this chat.
3. Mark as unread — Puts the unread badge back on this chat and closes it, so it goes back to standing out in the list. Handy on a shared inbox: read something that a teammate is handling, and hand it back to them looking exactly like it did before you opened it. Only your inbox changes — the contact is never sent a read receipt (or anything else) by either of these two actions. The badge stays up until someone opens the chat, even if the AI replies or a follow-up goes out in the meantime, and a chat you re-flag doesn’t count as “waiting for a day” until a day has actually passed since you flagged it. Opening the chat again clears the badge as normal.
4. Do Not Disturb (toggle) — Stops everything going out to this contact: the AI won’t reply, and you can’t send by hand either (the composer is replaced with a Turn off button while it’s on). The contact can still message you, and everything is saved for you to review later. Turn it back off from here, from the composer, from the red banner at the top of the chat, or from Preferences in the contact panel.
5. Assign to teammate… — Routes the chat to a specific team member. See Chat Assignments.
6. Add to campaign… — Switches the chat to a different campaign, so the bot uses that campaign’s instructions and FAQs going forward.
7. Send broadcast… — Sends one of your active broadcasts’ opening message to just this contact (only shown where broadcasts apply).
8. Add to automation — Starts a “Contact added” automation for this contact (only shown if your plan includes automations).
9. Assign AI agent… — Choose which AI Agent handles this contact’s replies, or hand them back to your team. Changes the agent for this contact only.
10. Edit contact… — Opens the contact’s details (name, phone, email, tags, notes) so you can fix a typo or fill in a missing email without leaving the chat. Same form as Edit in the contact panel on the right.
11. Manage tags — Add or remove tags on this contact.
12. Book appointment — Opens the appointment form with this contact already filled in.
13. Export transcript — Downloads the full conversation history as a file.
14. Email transcript — Emails the conversation to the contact so they have their own copy. See Emailing a Transcript to the Contact.
15. Archive / Move to inbox — Marks the conversation as closed and moves it to your archive, or restores it. This is the standard “I’m done with this chat” action and the whole team sees it — see Closing a Conversation.
16. Delete contact — Permanently deletes the contact and their entire conversation history. This cannot be undone — a confirmation appears first.

Sending Attachments #

The composer supports several ways to send media beyond plain text.

File attachments (paperclip) #

The paperclip is available on WhatsApp and WhatsApp Web chats, up to about 10 MB per file. It accepts images (JPG, PNG, GIF, WebP), documents (PDF, Word, Excel, PowerPoint, TXT, CSV), video (MP4, WebM) and audio (MP3, M4A, OGG, AAC). It isn’t offered on SMS, Instagram, Messenger, the chat widget or custom channels. To send a voice note, use the microphone button; to send a screenshot quickly, paste it from your clipboard (Ctrl/Cmd+V). Nothing uploads until you confirm in the preview.

Voice notes #

When the composer is empty on a channel that supports it (WhatsApp, WhatsApp Web, Instagram, and Messenger), the send button swaps to a microphone icon. Tap it to start recording, speak your message, then tap again to stop — the voice note uploads and sends automatically. It’s not shown on SMS, the chat widget, or custom channels, since those can’t carry a voice note.

Emoji picker #

Click the smiley icon next to the composer to open the emoji picker. Browse or search for an emoji and click it to insert it at your cursor position.

Paste images from your clipboard #

Copy an image (a screenshot, or an image from a webpage), click into the composer for the chat you want, and press Ctrl+V / Cmd+V. A preview appears before anything is sent, with Send and Cancel — nothing uploads until you confirm. You can add a caption on WhatsApp and WhatsApp Web so the file and your message arrive together as one message; Instagram and Messenger only accept a file or text in a single message, never both.

Quick Replies #

Quick replies are preset messages you can drop into the message box with a single tap — perfect for greetings, opening hours, pricing one-liners, or anything else you find yourself typing over and over.

They’re off by default to keep the chat screen clean. To turn them on, go to Settings → Profile → Quick replies, flip Show quick replies in chats on, and add your preset messages there (up to 20). See Account Settings for the full setup steps.

Once enabled, your saved replies appear as a row of chips just above the message box in every conversation. Tap a chip and its text lands in the message box with the cursor at the end — nothing is sent yet, so you can read it over, tweak a word, or add a line before pressing Send. If you had already started typing, the preset is added after your text rather than wiping it. If a chip’s text is too long to fit, hover over it to see the full message. The row scrolls sideways when you have more chips than fit on screen.

The chips are there for speed, not automation — sending one behaves exactly like typing the same message yourself, including pausing the AI on that chat the way any manual reply does.

Message Drafts #

If you start typing a reply but move away before sending, your text isn’t lost.

• Automatic saving — Anything you type in the composer is saved as a draft for that contact as you go.
• Draft marker in the chat list — A conversation with an unsent draft shows a green Draft: label and a preview of your text.
• Switching chats clears the input — Opening a different conversation shows that contact’s own draft (or a blank composer), so you never accidentally send one contact’s message to another.
• Coming back restores it — Return to a contact with a saved draft and your text reappears exactly where you left off.

A draft clears automatically once you send the message, or if you empty the input yourself. Drafts are stored in your browser, so they stay with the device you typed them on.

AI-Assisted Replies #

Generate Reply #

Click Generate Reply near the composer and the AI reads the recent conversation and drafts a suggested reply for you. Review, edit if needed, and send.

To steer the draft before it’s generated, long-press the Generate Reply button. A custom-instruction popup opens where you can type something like “Make it shorter,” “Add a price quote,” or “Reply in Spanish.” Submit, and the AI uses your instruction together with the conversation context to produce the draft.

Your instruction is a note to the AI, not the message itself. Type it however you like, including in a rush. The AI follows what you asked for — the decision, the facts, the next step — but writes the draft in your usual customer-facing tone. Anything venting or blunt in your note (“this is their own fault,” “tell him to stop using his phone”) is not passed on to the customer; only the point comes through. You still see the draft before anything is sent.

Name the thing you want offered. Your note also steers which of your FAQs and knowledge base entries the AI reads before drafting, so “offer him the annual plan” pulls in what the plan is and includes, and the draft can say so. An offer stays an offer: “offer”, “invite” or “ask” in your note produces a question the contact can still say yes or no to, not a message that assumes they already agreed. And whatever you state in the note is taken as fact: “I’m upgrading him to Tier 6, which is unlimited” goes into the draft as-is even if none of your FAQs mention Tier 6. The AI never tells the contact it “can’t confirm” or “will check with the team” about something you told it to say.

This costs credits. Each time you use Generate Reply (including the long-press custom-instruction version), it costs the same as an ordinary AI reply, at the AI Quality tier set on the Agent: Pro 1 credit, Economy 0.5 credits (deprecated), Max 0.25 credits, Mini 0.15 credits — and with your own Anthropic key (BYOK) connected, Pro and Economy cost 0 credits while Max still bills 0.25 and Mini still bills 0.15, because both run on our own models rather than your key.

Chat Summary #

Open a conversation and use the summary control to have the AI write a short recap of that contact’s conversation. It summarizes the most recent completed conversation, or the current one if none has closed yet. It costs the same as an ordinary AI reply, at the AI Quality tier set on the Agent: Pro 1 credit, Economy 0.5 credits (deprecated), Max 0.25 credits, Mini 0.15 credits — and with your own Anthropic key (BYOK) connected, Pro and Economy cost 0 credits while Max still bills 0.25 and Mini still bills 0.15, because both run on our own models rather than your key.

Not the same as Daily Summaries. Chat Summary is an on-demand recap of one conversation. Daily Summaries emails you a roundup across all your chats once a day.

Automatic summaries. You don’t have to trigger them by hand. A conversation counts as finished once the contact has been quiet for 48 hours, and the AI then writes a recap of it, which appears under Summaries in the contact panel. If the Chat Summaries notification category is switched on in Settings > Notifications, the recap is written the moment the conversation closes and, with Email enabled for that category, the full summary is emailed to you; otherwise it is written the next time that contact messages you. Very short conversations (fewer than about 30 messages) are not summarised. Each automatic summary costs the same as the on-demand one above.

Hidden Power Features #

Long-press Generate Reply for custom instructions #

A normal click drafts a reply from the conversation context alone. Long-press the same button to steer the draft first — useful prompts include “Make it shorter,” “Be more formal,” “Ask for their availability next week,” or “Reply in Spanish.”

Long-press (or right-click) Send to split into natural chunks #

Once a reply is in the composer, holding down or right-clicking Send opens a small menu: Send as one message, or Split into N messages — sending the reply as several shorter, natural-feeling bubbles instead of one wall of text. This is especially useful on channels where short, conversational bubbles feel more human (WhatsApp, Instagram, Messenger).

The chunks don’t fire all at once — they go out a few seconds apart, paced like a person typing. The thread shows this as it happens: each bubble appears when its message actually goes out (with a small clock until it’s confirmed), and the part of your reply still waiting shows in a Sending preview at the bottom of the conversation, much like the preview you see while the AI is typing. Click the Stop button on that preview to cancel the rest: whatever already went out stays sent, and the unsent text drops back into the reply box so nothing is lost.

Stop button while the AI is typing #

When the bot is actively composing a reply, a Stop button appears in place of the usual controls. Clicking it cancels the in-flight AI response before it’s sent — the reply is discarded, and you can take over manually or pause the AI and reply by hand.

Resume AI runs a fresh chat analysis #

When you turn the AI back on after a pause, it doesn’t just silently resume. It re-reads everything that happened while it was paused (including any manual replies you sent) and runs a fresh analysis pass to decide whether the contact is owed a nudge, and if so how long to wait before sending it — with a small random delay so it doesn’t look automated.

Resuming does not send a reply there and then. Switching the AI back on means the bot will answer the next message the contact sends. It does not answer the messages that arrived while it was paused — if a question is still hanging, either answer it yourself or send something to restart the conversation.

That fresh analysis can only schedule a nudge when the contact is in a campaign, the number’s follow-ups are switched on, and follow-ups aren’t already exhausted for that contact. Follow-ups are off by default on WhatsApp Web (QR) numbers, so on those connections resuming the AI never schedules anything — it purely puts the bot back on duty for the contact’s next message.

Bulk Inbox Actions #

Switch the chat list into bulk selection mode using the bulk-select icon at the top of the list. Each row gets a checkbox, and a counter shows how many chats are selected.

You don’t have to tick chats one by one:

• The master checkbox at the top of the list selects everything currently on screen in one click (click again to clear it).
• Once everything on screen is ticked and the view holds more chats than are loaded, a strip appears offering Select all N conversations in this view — one click selects every chat matching your current filter, including all the ones that haven’t loaded yet. This is the fast path for very large clean-ups, like archiving the historical conversations a fresh WhatsApp connection imports: pick your filter, tick the master checkbox, click Select all, then Archive. On truly enormous inboxes the selection tops out at the 50,000 most recent chats — the strip tells you when that happens, and running the action a second time picks up the rest. The strip isn’t offered while you’re searching, since search results are already fully on screen.

A bulk action on a big selection shows its progress while it runs and finishes with a count of how many chats were updated.

Click the X next to the selection counter to leave bulk mode without applying anything.

Tip: Bulk follow-ups are powerful for re-engaging cold leads — select every chat tagged “Interested” that hasn’t replied in a week and schedule a friendly check-in.

Exporting Chat Messages #

1. Open the chat you want to export.
2. Click the three-dot menu in the conversation header.
3. Select Export transcript.
4. The conversation is exported as a downloadable file.

Useful for record-keeping, compliance requirements, or sharing conversation transcripts with team members.

Emailing a Transcript to the Contact #

Export transcript downloads a copy for you. Email transcript sends the conversation to the contact instead, so they keep their own copy — handy when you’ve given someone steps to follow, opening hours, or a quote in the chat and you want them to still have it next week.

1. Open the chat.
2. Click the three-dot menu in the conversation header.
3. Select Email transcript.
4. Check the Send to address. If the contact has an email on file it’s already filled in; if they reached you on WhatsApp or Instagram there won’t be one, so type the address they gave you.
5. Optionally add a note — a line of your own that appears above the conversation.
6. Click Send transcript.

They receive the conversation laid out as messages, with your business name on your side and the date and time on each one.

A few things worth knowing:

• Only the messages are included. Anything your AI agent did behind the scenes (looking up your calendar, checking availability) stays out of it, as do messages that failed to send.
• Very long chats are shortened. If the conversation is longer than roughly 200 messages, the most recent ones are sent and the email says how many were left out, so nobody thinks they’re looking at the whole thing.
• Replies come back to you. If the contact replies, a separate transcript email goes to your account’s email address, and a reply sent inside an email thread goes to your connected inbox.
• On email conversations you get a choice. When the chat is already an email thread, you can send the transcript as a reply inside that thread (from your connected inbox, and it shows up in the chat afterwards) or as a separate transcript email. Everywhere else it’s always a separate email.
• You need edit access to messages. Team members with view-only access to chats can export a transcript but not email one.

Multi-Channel Indicators #

When a contact communicates with you across multiple channels, the chat interface makes it easy to see the full picture:

• Channel icons appear next to each message, showing where it came from.
• Channel label on the chat list entry shows the most recent channel used.

This means you can see that a contact first messaged you on Instagram, then continued on WhatsApp — all in one thread.

Need Help? #

If you have questions about the chat interface or encounter issues, reach out via our email support.