How to use Chats, your shared WhatsApp inbox

What you see on the Chats screen

The left side is your chat list, newest conversation first. Each row shows the contact name, their phone number, the last message, and a tag that says AI or Human. AI means the AI is answering that chat. Human means a person is.

Click a chat to open the conversation on the right. The list and the open chat refresh on their own every few seconds, so new messages appear without reloading the page.

On a phone, the list and the conversation are separate screens. Tap a chat to open it and use the back arrow to return to the list.

Reply to a customer

1. Click the chat in the list.
2. If the bar above the reply box shows the AI is replying, click Take over conversation.
3. Type your message in the reply box.
4. Press Enter or click Send.

While the AI is in charge of a chat, the reply box is locked and says "AI is replying. Take over to send a message." This stops you and the AI from answering the same customer at once.

Read the message status

• One grey tick: sent.
• Two grey ticks: delivered to the customer's phone.
• Two blue ticks: read.
• The name next to the time on your own messages shows which team member sent it.
• In group chats, each message shows the name of the member who wrote it. Replies show the quoted message, and emoji reactions appear under the bubble.

Assign a chat to a team member

If you have a team, the top of each open chat shows Assigned to. The owner, and team members whose role can assign chats, pick a person from the dropdown, or choose Unassigned to clear it.

A team member who can see unassigned chats gets a Claim this chat button instead. Replying to an unassigned chat also claims it for them, so two people never answer the same customer.

Group chats can't be assigned. Team members who only see chats assigned to them do not see groups at all.

Import your older chats

Chats fills in from messages that arrive after you connect. To bring in conversations you had before, click Import chat history at the bottom of the chat list.

The import brings in up to your 100 most recent one to one chats, with up to 100 messages each. Group chats are not imported. Imported chats start with the AI turned off, so the AI never jumps into an old conversation.

Team members need access to the Settings menu to run the import.