Conversations

Conversations is your inbox. Every exchange between your agents and your leads lands here, sorted by the most recent activity, in a layout that looks like WhatsApp so nobody on the team has to learn a new tool.

The inbox at a glance

The page has two panes: the conversation list on the left, the open conversation on the right.

Each row of the list shows:

the lead’s name and the time of the last message;
a preview of the last message, with a small icon when it was written by the agent or by a teammate;
a green dot when the lead spoke last and is waiting for an answer;
a chip for the important states only: Booked, Qualified, Uninterested, Stopped, In Queue. A conversation that is simply in progress carries no chip;
the name of the teammate who owns the conversation, when someone does.

When no conversation is open, the right pane shows Where to start: the conversations waiting for a reply and the ones nobody has taken yet, each one a click away. When nothing is pending you see Nothing waiting.

Find a conversation

Type in Search… to find a lead by name, phone number or email. The search does not look inside message text.

Filters sit above the list:

Filter	Options	What it shows
Status	All, Queue, Active, Qualified, Not Interested, No Reply	Queue is the leads waiting to be contacted. Active is the leads who replied. No Reply is the leads who never answered.
Agent	All Agents, Active agents, or one campaign	Paused campaigns and drafts are listed under their own heading.
Owner	All, Mine, Unassigned, or a teammate	Shown only when the team has more than one member.
Variant	All, A, B, C, D	Shown only when the selected campaign runs an A/B test.
Origin	All origins, then each origin found in your leads	Where the lead came from: a list, the API, a tracked link, a spontaneous message.

A channel filter appears only when your workspace uses more than one channel. The sort button switches between Newest and Oldest.

Read a conversation

The header tells you everything about the lead in one line:

the lead’s name and one status pill: Booked, In Queue, Qualified, Uninterested, Stopped, Unanswered or In Progress;
the phone number, the agent’s name and the campaign;
an origin pill (list, API, link, spontaneous message) when it is known;
the teammate who owns the conversation, or a Take it button when nobody does.

An Ignored chip means the number, or its country code, is on your blocked list: the agent no longer answers it, but messages keep landing and you can still write by hand.

Messages from the agent, from a teammate and from a follow-up sequence each carry their own author line, so you always know who said what. Images open full screen, voice notes play in the conversation and are transcribed under the player, documents open in a new tab where you can download them.

Reply by hand

Open the conversation.
If the agent is active, click Take over. The agent stops answering this lead and you become its owner.
Write your message and press Enter. Shift+Enter adds a line break.
When you are done, click Re-enable AI to hand the conversation back.

Your message goes out from the same WhatsApp number as the agent, so the lead sees no difference. You can also Attach file (images, PDF, Word, Excel, text, CSV or ZIP, up to 3 MB) or Record voice message.

The rules of taking over, and what the agent does when you step in, are on Human takeover.

When you cannot write

The composer locks in three cases.

The WhatsApp number is disconnected

An amber notice titled WhatsApp number disconnected replaces the composer: nobody can answer this lead, neither you nor the agent, until the number is back. Click Reconnect to go to the number and scan the QR code again. The page checks the connection every 30 seconds and unlocks on its own once the number is back.

The agent is active

The field is greyed out until you click Take over.

You do not have the right to reply

Replying by hand needs the Send / reply permission. Ask an admin to grant it, see Team & roles.

Export a conversation

Click Download in the conversation header to save the transcript as a text file. The file lists every message in order, with its time and its author (the lead, the agent by name, or the teammate who wrote it). Media files are not included; a voice note appears as its transcription.

From the control panel you can also Copy the same transcript to your clipboard, for example to hand a lead to a closer.

The control panel

Click Controls in the header to open Lead Controls. It gathers, for the open conversation:

the lead’s current status and what it means;
the state of the agent on this conversation: Active, Stopped (Manual) or Inactive;
Stop AI Agent or Reactivate AI, the same switch as Take over and Re-enable AI;
Stop answering this number, which puts the lead on your blocked list without blocking it on WhatsApp. Answer again lifts it;
Export, with Copy and Download.