Replying to customers
All your conversations, all your channels, in one inbox: the customer on one side, your team and the AI on the other, with one-click takeover.
The Conversations screen brings WhatsApp, Instagram and Messenger together in a single list. The agent replies automatically, around the clock. You keep track of everything, and you take over whenever you see fit.
Sort and find
At the top of the list, four quick filters group your conversations by state:
| Filter | What it shows |
|---|---|
| "All" | Active conversations, currently being handled |
| "Unread" | The ones waiting for you to read them |
| "Handoff" | The ones taken over by a human, awaiting a reply from the team |
| "Resolved" | Closed conversations |
On the side, filter by channel: each connected account is a separate row, so two Messenger pages appear separately. You can also filter by team. Finally, search finds a contact across your entire base, whatever their channel or status, not just within the page on display.
Right-clicking a conversation opens its quick actions: resolve or reopen it, mark it read or unread, add a label, or assign it to a colleague.
The thread and the contact card
In the center, the conversation thread, exactly as the customer sees it, plus what they don't: internal notes, the author of each reply (your AI agent or a team member), and an activity timeline that marks the key moments, such as a takeover, a change of assignment or priority.
On the right, the contact card gathers everything that qualifies the exchange:
- Lead status: New → Interested → Qualified → Converted.
- Deal value, in your currency, editable in one click.
- Assigned member and team.
- Priority, from None to Urgent.
- Conversation labels.
For WhatsApp, the card shows the status of the 24-hour window, "Open" or "Expired".
Take over, hand back to the AI
Every conversation carries an "AI" switch in its header. As long as it's on, the agent is handling things: a "The AI agent is handling this conversation" banner reminds you. Turning it off means taking over: the agent pauses immediately and you reply yourself.
To hand the conversation back to the AI, turn the switch on again. A small "Instructions for this turn" window then opens: you can drop in a directive for the next reply only, for example "offer a goodwill gesture", then click "Reactivate AI". The agent immediately picks up the customer messages left unanswered.
You keep the back-and-forth: replying once doesn't turn the agent off permanently. You decide when it resumes.
Private note and suggestion
Below the thread, the reply area has two tabs: "Reply", to the customer, and "Private note", for the team.
- "Private note": a word for your colleagues. It appears in the thread, on a yellow chip, but is never sent to the customer.
- "Suggest a reply": the sparkle icon asks your agent to prepare a draft, by replaying it dry against the real conversation. You get either a reply ready to fine-tune before sending, or a piece of advice: the AI may recommend a handoff to the team, or not replying to this message at all.
"Suggest a reply" only writes a draft. Nothing is sent until you've reviewed it and clicked send.
WhatsApp: the 24-hour window
WhatsApp only allows a free-form message within the 24 hours following the customer's last message. Beyond that, sending is blocked and you follow up with a pre-approved template, offered in the reply area.
Only a template lets you get back in touch. See Connect WhatsApp.
Shortcuts and read / unread
The keyboard speeds up sorting when volume rises:
| Shortcut | Action |
|---|---|
| Alt + J / Alt + K | Next / previous conversation |
| Alt + E | Resolve or reopen |
| Alt + O | Show or hide the contact card |
| Alt + L | Switch to reply mode |
| Alt + P | Switch to private note |
| Alt + C | Back to the list |
| Enter | Send. Shift + Enter for a line break |
Read / unread is specific to each person, not shared. You see what you haven't opened yet, independent of the colleague who read it before you. See Teams and access.