Conversations Inbox — Manage WhatsApp Chats
Conversations Inbox — Manage WhatsApp Chats
The Conversations Inbox gives you a full view of every WhatsApp conversation your bot is handling. See message history, take over from the bot, reply manually, and hand back to the AI when you're done.
Plan requirement: The full inbox experience requires the Business plan or above. Free and Pro plans get a static contact fallback when customers ask for human support.
The Inbox View
Go to Dashboard → Conversations (shown as "WhatsApp Inbox" in the sidebar).
Left Panel — Conversation List
- All active conversations, sorted by most recent message
- Last message preview and timestamp
- Unread count badge
- "Needs Reply" indicator for conversations that need human attention
- Filter by status: All, Bot (AI-handled), Human (handoff), Closed
Right Panel — Chat Thread
- Full message history (inbound and outbound)
- Message direction: customer messages on left, bot/agent replies on right
- Delivery status icons: sent, delivered, read, failed
- Timestamps for every message
- Message composer at the bottom (for manual replies)
Conversation Statuses
Bot
The AI is handling this conversation. All incoming messages get automatic replies. This is the default for every new conversation.
Human
A human agent has taken over. The bot stops auto-replying. This triggers when:
- A customer asks for human help ("agent se baat karao", "I need to talk to someone")
- You manually switch the conversation to Human mode
You'll see a red badge on the Inbox nav item showing how many conversations need human attention.
Closed
The conversation is resolved. The bot won't auto-reply. You can reopen it by switching back to Bot mode.
Replying Manually
- Click on a conversation
- Set the status to Human (if not already)
- Type your message in the composer
- Hit Send
Service window: You can only send free-form messages within the 24-hour window (since the customer's last message). If the window is closed, you'll see a "24-hour window closed" message — use a template instead.
Handing Back to the Bot
When you're done helping the customer, switch the conversation status back to Bot. The AI will resume auto-replying to new messages.
Handoff Notifications
When a customer triggers human handoff, you get:
- A notification in the dashboard (bell icon)
- A red badge on the "WhatsApp Inbox" nav item with the count of conversations needing attention
The badge updates every 30 seconds, so you'll see new handoff requests almost immediately.
Auto-Refresh
The inbox polls for new messages every 12 seconds. You don't need to refresh the page — new messages appear automatically in the chat thread.
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