The panel's core sections
Conversations
Every Instagram, WhatsApp and Telegram message in one inbox. Here you read a conversation, reply yourself, approve the assistant's suggestion or hand the conversation to a teammate.
Until then, the written guide is right here: the same text the app's Guide button shows.
When you need it
Whenever a message is waiting for you, or you want to see what the bot told a customer.
Step by step
- 1
At the top of the list, choose the app (all, Instagram, WhatsApp, Telegram) and use the filters to see only unread, waiting for team, mine or bot. Search covers names, numbers and the text of every conversation (Ctrl+K).
- 2
Click a conversation. If the assistant has suggested a reply, the Assistant's suggestion card shows three buttons: Send, Edit or No.
- 3
To reply by hand, type in the box at the bottom: Enter sends, Shift+Enter starts a new line. / opens the quick replies, and the attach button sends a file from the media library.
- 4
Take over from bot silences the bot in this conversation so you can carry on yourself; when you are done, click Return to bot.
- 5
An Internal note is for the team only and never reaches the customer. Use Assign, Tag and Case for teamwork; the panel beside the conversation shows the customer's stage, assignee and notes.
- 6
If the customer sent a payment receipt, the receipt card appears right here with Confirm payment and Reject; confirming also tells the customer.
Common mistakes
- On WhatsApp, 24 hours after the customer's last message only template messages can be sent; ordinary messages are closed.
- If you take over a conversation and never return it, the bot stays silent in it, unless you set a time for it to carry on in the Follow-up & handoff settings.
- Don't mistake an internal note for a message: look at the box colour and the Internal note mode label.