Layout
The page has three panes:- Conversation history — searchable, filterable list with real-time updates (“New messages”).
- Active chat — full message history, takeover controls, and WhatsApp template actions when needed.
- Details aside — customer, handovers, summary, follow-ups, meetings, tickets, notifications, and WhatsApp broadcasts (toggleable on smaller screens).
Find a conversation
Use Search, then open filters:
Empty states: No conversations yet or No conversations found. Adjust search or filters if the list is empty.
Work a conversation
1
Open a thread
Select a conversation from the list. Past sessions for the same customer appear when available.
2
Take over or return to AI
When AI is handling the chat, use Take over. When you are handling it, use Return to AI. Banners show whether AI, you, or another agent is handling the chat. If another agent has it, you can view messages but cannot reply.
3
Close when done
Use Close conversation and confirm. Closing ends the session for the customer.
After takeover, the banner shows you are handling the chat and you can reply. After Return to AI, the AI continues the conversation.
WhatsApp messaging window
On WhatsApp, free-form reply works only within 24 hours of the customer’s last message. When the window is closed, the UI shows Messaging window closed. Send an approved WhatsApp template to reopen the chat, or wait for the customer to message again. Template management: WhatsApp Templates.Summary
Use Generate Summary or Regenerate Summary on the details aside to create a concise session summary for your team.Details aside
From the selected conversation you can open linked customer context, active or last handover, follow-up actions, meetings, tickets, notifications, and WhatsApp broadcast history. Deep links supportcustomer_profile_id and conversation_id query params.