The inbox
Every customer message from every channel in one place, and how to read, reply and follow up.
Conversations holds every message you get on WhatsApp, Messenger, Instagram, Telegram and your website chat, whether the AI agent is answering or your team has taken over. This page is for owners and managers; sales agents follow their clients from the CRM.
The list
Above the list you'll find:
- Search: "Search name, phone or message".
- Channel: filter by one channel or All channels.
- Tabs:
| Tab | What's in it |
|---|---|
| All | Every conversation |
| Needs you | Chats the agent handed to your team, or qualified leads waiting for someone to talk to them. Start your day here. |
| With AI | The agent is answering right now |
| With team | Someone on your team has taken over |
| Assigned to me | Open chats assigned to you |
| Closed | Finished conversations |
The list updates live as messages arrive, and chats with new messages are marked Unread.
Inside a conversation
- Header: the customer's name and channel, the status (AI agent, Needs you, With a teammate's name, or Closed), and whether AI is replying or AI is paused. Next to them is Take over or Hand back to AI. Handoff
- Messages: each one shows who sent it: Customer, AI agent, Team, or System (e.g. a teammate took over). Under the agent's replies you can open Tools the agent used to see where a fact came from.
- Attachments: photos, videos and files show in the chat. A Voice note has its Transcript next to it, and a shared location shows as Location on the map.
- Composer: Reply to the customer, or an Internal note for your team only. Notes and assignment
The details panel
On the side (or under Details on a phone):
- AI summary: a summary of the chat. Click Summarize to refresh it.
- Handoff reason: if the agent handed the chat over, the reason is here.
- Lead: the key request details (purpose, property type, areas, budget, payment, bedrooms, stage and score) and Open lead. If there's none, click Create lead to start one at the Qualifying stage.
- Customer details and Open contact.
- Assign to and Priority.
Same phone number twice?
If you see "This phone number belongs to another contact too", it's probably the same person writing from two channels. Open the contact and merge them. Duplicates and merge
AI help while you reply
| Button | What it does |
|---|---|
| Suggest a reply with AI | Drafts a reply from your real listings and puts it in the reply box. Review it before sending. It never sends anything by itself. |
| Summarize | Writes a summary of the chat in the details panel. |
| Let the AI reply now | In the ⋮ menu: the agent answers the customer's last message right away. Works when the last message is from the customer. |
A message didn't send?
If a reply can't be delivered, your text stays in the box and you see why, for example:
- "Not sent: the 24-hour window is closed". Messaging window
- "Not sent: this channel is disconnected. Check Settings". Channels
- "Not sent: the customer blocked your bot on Telegram".
No conversations yet? Nobody has messaged you. Try Try your website chat as a customer or test the agent.