Managing Conversations¶
Opening a conversation¶
Click any conversation in the list on the left to open it. The full message thread is displayed in the center panel.
Replying¶
Type your message in the text box at the bottom of the thread and press Send or hit Enter.
For SMS and WhatsApp, the message is delivered immediately via the respective API. The sent message appears in the thread with a checkmark.
Message length for SMS
SMS messages longer than 160 characters are split into multiple segments. Each segment consumes SMS credits. The character counter shows how many segments your message will use.
Closing a conversation¶
Click the Close button (checkmark icon) at the top of the thread to mark the conversation as resolved. It will be moved out of the open list.
The customer can still reply — if they do, the conversation is automatically re-opened and marked as unread.
Reopening a conversation¶
In the Closed filter view, find the conversation and click Reopen. It returns to the open list.
Contact information¶
The right panel shows:
- Contact name (if the phone number matches a saved customer)
- Phone number
- Channel
- Number of previous conversations
Message status indicators¶
For WhatsApp and SMS, outbound messages show delivery status:
| Status | Meaning |
|---|---|
| Sent | Accepted by the API |
| Delivered | Delivered to the recipient's device |
| Read | Recipient has opened the message (WhatsApp only) |
| Failed | Delivery failed — hover for the error reason |
Conversation history¶
All messages in a conversation are stored permanently. You can scroll up to see the full history from the first message.
Taking a conversation (working as a team)¶
When several people share the Inbox, you can take a conversation so it's clear who's handling it — and so your AI Assistant steps aside while you do.
- Click Take at the top of the thread. It's now marked "Taken by {you}", and the assistant stays out of that conversation while you have it.
- Click Release to hand it back. The assistant can answer again — the badge then reads "Handled by {assistant}" when the AI is covering it.
It's a soft claim — nobody gets locked out
Taking a conversation doesn't block your teammates: anyone can still open it and reply. It just shows who's on it and pauses the AI. Replying to a conversation that's free (or already yours) takes it automatically — and so does starting a new outbound conversation — so you rarely press Take by hand.
When the assistant comes back¶
You don't have to remember to release. The assistant resumes on its own after a wait you set per assistant: in the setup wizard, under "If your team replies in a conversation → The assistant steps aside and resumes after…" (from 15 minutes up to 24 hours, default 1 hour). Releasing the conversation brings it back immediately.
Filtering by owner¶
Above the conversation list, the assignment filter lets you narrow the view:
| Filter | Shows |
|---|---|
| Everyone | All conversations (default). |
| Mine | Only the ones you've taken. |
| Unassigned | Conversations nobody is handling yet — your shared queue. |
Each conversation in the list also carries a small badge — the teammate's name (Taken by) or an AI tag (Handled by the AI assistant) — so you can see ownership at a glance.
Searching within a conversation¶
Use Ctrl+F (or Cmd+F on Mac) in your browser to search within the currently open conversation thread.