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The Conversations Tab acts as a unified inbox for handling all customer messages across WhatsApp, Instagram, and Messenger.
It’s where your team and AI agents can view, reply, and manage chats from one central location.

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Overview

With the Conversations tab, you can:
  • View all incoming and past chats in one place
  • Instantly identify the channel (WhatsApp, Instagram, Messenger)
  • Respond using human agents, AI bots, or flow automations
  • Access complete contact details and conversation history
When you open the tab, you’ll see:
  • A list of contacts on the left, showing:
    • Contact Name (if saved)
    • Channel Icon (WhatsApp, Instagram, Messenger)
    • Activity Indicators (green dots, blue checkmarks)
  • Clicking a contact will:
    • Show their chat history in the main panel
    • Open their Contact Card with attributes, tags, creation date, and more

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Conversation Sorting & Status

  • Chats are auto-sorted by recent activity
  • Unread messages display a blue checkmark
    • Clicking them marks them as read
  • Use the Unread filter to focus only on unanswered chats

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Conversation State

A green dot indicates the conversation is live and being handled by:
  1. Conversational AI Agent – auto-replies using AI
  2. Flow-based AI Agent – replies using predefined flows
  3. Human Agent – a team member assigned manually
You can take over manually by clicking Close Conversation, which stops AI responses.

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WhatsApp Rules

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Inside the 24-Hour Window

  • You can reply with text, media, or templates

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Outside the 24-Hour Window

  • WhatsApp limits replies to template messages only
  • A Send Template button replaces the normal input box
  • Once a template is sent, the conversation becomes active again

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Media Sharing

  • Send images, PDFs, and files directly from the inbox
  • When users send media:
    • Click to preview
    • Or download for later use

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Messenger and Instagram Rules

  • No 24-hour restrictions
  • Reply anytime with text, media, or templates
  • Suitable for follow-ups, support, and lead nurturing

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Agent and AI Interactions

  • If assigned to a human agent → AI bots and campaigns are disabled
  • If assigned to AI or a flow → human agents and campaigns are paused
  • To reassign or reopen, click Close Conversation and switch handlers

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Agent Roles

  • Team members with the Agent role can:
    • Access the Conversations tab
    • Reply to customer chats
  • Roles can be managed from the Team Settings page

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Recap

Here’s a summary of what you can do in the Conversations Tab:
💡 Tip: Use the Unread filter and green dot indicators to prioritize live conversations and prevent missed responses.