Reply, assign & organise conversations

Above your conversation list you will see the tabs WhatsApp, RCS and Social. Each tab shows its own number of unread chats. Click a tab to switch. The page does not reload, and a chat you had open stays open when you come back to its tab.

• The tabs only appear when your workspace has two or more of these channels. If you only have WhatsApp, you will see just the WhatsApp inbox.
• The sidebar Inbox item opens the tab you used last. Its badge adds up the unread chats from all your tabs.
• The title at the top shows unread and open counts for the tab you are on, for example 3 unread · 12 open.
• If your business has more than one WhatsApp number, a number menu appears at the top of the WhatsApp list. Pick whose chats you want to see.

The list shows your conversations, newest first. Use the search box (Search names, numbers, messages) or the filters under it. All, Unread and Mine are buttons. The rest are under More.

The filter icon next to the search box adds three tick boxes: Bot paused only, Has unread messages and Assigned to me. Click Reset all filters to clear them. Inside an open WhatsApp chat, the search icon in the header finds words in that conversation.

The RCS tab has the same layout, without From ads. On the Social tab the filters are All, Unread and, under More, Messenger, Instagram and Comments.

Open a conversation, type in the box at the bottom and press Enter to send. Press Shift + Enter for a new line. A WhatsApp message can be up to 4,096 characters, and the box shows a counter. You can send:

• Free-form messages: text, images, videos, PDFs and Word documents. These can only be sent within 24 hours of the customer's last message.
• Template messages: approved templates, which you can send at any time, even after the 24-hour window has closed.

Click Templates & actions under the reply box to show or hide the quick buttons.

• Use template: click Use template, choose an approved template, fill in any variables, check the preview and click Send template. If you see "No approved templates found", create one and get it approved first.
• Quick responses: type / in the reply box to pick a saved response, or click one of the response buttons. The text goes into the box so you can edit it before sending, and {{name}} is filled with the customer's first name. You create and edit these in Automate → AI Agent → Canned Responses. AI Agent is on the Pro and Custom plans.
• Attach a file: click the paperclip to send an image, video, PDF or Word document. If your plan includes Files, the folder icon sends a file from your workspace library.
• Commerce: while the window is open you will also see Create order, Send catalog and Payment link. See Commerce.

Right-click a message (or click the small arrow on it) for more: react with an emoji, Reply to that exact message, Copy, Forward it to another chat, Pin it to the top of the chat, Star it, see Message info, or Hide from chat. Reactions are not available on every connection, and Reply is off once the 24-hour window has closed. Your starred messages are under the … menu in the chat header, in Starred messages.

Each message you send shows ticks for sent, delivered and read. If a message fails, it shows Not delivered with the reason. See Why did my message fail?

Notes let your team leave context on a chat without the customer seeing it. Switch the reply box from Reply to Note, or open the … menu in the chat header and choose Add internal note. Notes appear in the thread marked Internal note and are only visible to your team. (On the RCS tab the switch says Internal Note.)

Workspace admins see an Assign button in the chat header. Click it, pick a team member (or Unassigned) and click Assign. The button then shows who owns the chat. Agents can't reassign chats, but they see who a chat is assigned to, and can use the Mine filter to see their own chats. To add teammates, see Add agents to your team.

Click the details icon at the right of the chat header (Contact details) to open the panel on the right. From there you can:

• set the lead Stage: New, Contacted, Qualified, Closed or Lost
• for leads, see Deal info and set a Next Follow-up date
• read and add notes with + Add under Notes
• click Add to Pipeline to turn the contact into a lead, or Lead Profile to open an existing one
• use the options icon at the top of the panel to copy the phone number or name, open the chat in WhatsApp Web, pause or resume the bot, or Mark DND to stop future messages

Click the sparkle icon (Summarize conversation) in the chat header to get an AI summary. Click Regenerate for a fresh one. Chats that came from an ad also show the ad details, with a link to its performance.

If you use the AI Agent, it replies to customers automatically. Every WhatsApp chat header has a Bot switch that controls this for that one conversation:

• RCS: works like the WhatsApp tab, with its own list, filters, notes, assigning and Use template for your RCS templates. The + button next to the search box starts a new RCS chat. RCS has no 24-hour reply window, and a text message can be up to 3,072 characters.
• Social: Messenger and Instagram messages and Instagram comments in one list. Instagram chats show a countdown for the reply window. Under a comment you can reply in public or send a Private DM, and Hide the comment. People who message you or ask about price in your comments also appear in Leads. See Reply to Instagram and Facebook messages.