Conversations & CRM
Shared inbox
Every conversation, on every connected channel, in one place your whole team works from.
Conversation status
Every conversation is Open, Pending, or Closed— a small colored dot on each row shows which (green for open, amber for pending, gray for closed). Use the status filter chip above the list to see just one state, or “All.”
Who's handling a conversation
A conversation can be handled by exactly one of three things at a time:
- A teammate — assigned to a specific person on your team.
- A Flow (bot) — one of your automated conversation flows is driving the thread. See Flows.
- Your AI agent — set to auto-reply on this thread regardless of your account-wide AI settings. See AI agents.
The Filterpanel above the conversation list lets you filter by any combination of AI agent / Bot / Team member at once (matching any of your selections) — leave nothing selected to see conversations regardless of who's handling them.
Channel tabs
Above the search box, tabs split the inbox into All / WhatsApp / Messenger / Instagram. A channel you haven't connected shows as a greyed-out logo; connect it and its tab becomes selectable, filtering the list to that channel alone. All appears once more than one channel is live. See Instagram & Messenger.
Tags and other filters
Filter the list down to conversations whose contact carries a specific tag, or open the Filterpanel for more: the conversation's start date (a from/to range) and which teammate it's assigned to. An Unread chip shows only conversations with unread messages.
The 24-hour reply window (WhatsApp)
WhatsApp only allows free-form replies within 24 hours of the customer's last message— outside that window, only pre-approved message templates can be sent. Instant shows a countdown badge next to the customer's name in the conversation list so you always know how much time is left: it turns amber under 6 hours, red under 2 hours, and disappears once the window has closed. When the window is closed, the message composer disables free-text and points you to sending a template instead.
Composing a message
What you can send depends on the channel. On WhatsApp:
| Type | Notes |
|---|---|
| Text | Free-form, subject to the 24-hour window above. |
| Image / video | Available on every channel. |
| Document / voice note | WhatsApp only. Voice notes record up to 5 minutes and are captured directly in the browser. |
| Templates | WhatsApp only — the template picker button only appears on WhatsApp conversations. |
| Reply / quote | Quote a specific earlier message when replying — WhatsApp only. |
| Reactions | React to a message with an emoji — WhatsApp only. |
Media captions are capped at 1,024 characters. An AI draft button is also available in the composer when your AI agent is active on the conversation — it drafts a reply for you to review and send, rather than sending automatically.
Delivery status
Each of your outgoing messages shows a small status icon: a clock while sending, a single check once sent, a double check once delivered, and a blue double check once read. If a message fails to send, it shows as failed rather than silently disappearing.
Notes on a contact
The contact panel next to the conversation (open it from the expand icon) holds notes about that person — reminders, context, anything your team wants to remember about them. These are notes on the contact's record, visible whenever you open that contact from any conversation, rather than private messages embedded inside one specific chat thread.
Search, unread, and presence
- Searchmatches against the contact's name, phone number, Instagram/Messenger id, and the text of their last message.
- Unread counts show as a badge on each conversation and clear automatically once you open it.
- Presenceshows which of your teammates are currently online or viewing a conversation — useful for avoiding two people replying to the same customer at once. This reflects your team's presence, not whether the customer is online.