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The Chat is the screen where the team talks to WhatsApp and Instagram customers, in a single list of conversations, with a service queue, contact record and internal chat between colleagues.

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When to use

Use the Chat to reply to customers, take conversations that arrived in the queue, hand a service case to another colleague and record notes and tags.
The Chat only shows conversations from the channels connected and active in Integrations. See Official WhatsApp and Instagram.

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How the screen is organized

  • Tab bar (on the left): switches between the groups of conversations.
  • Conversation list: with search and filters.
  • Open conversation: message history and send field.
  • Conversation details: mode, owner, department, tags, notes and summary.

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Conversation tabs

The Queue, AI and Finished tabs only appear for those who have permission to see them. The others appear for everyone who accesses the Chat.

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Search and filters

Above the list there is a search field (Search…) and filters by Integrations (channel), Department and Owner. The list loads more conversations as you scroll.

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Take and handle a conversation

1

Open the conversation

Click the conversation in the list. In queue conversations, the Take Conversation button appears in place of the message field.
2

Take the service

Click Take Conversation. To take a conversation that is already with someone else, use Take Over Service and confirm. This is only possible if your profile has that permission.
3

Reply

Type in the message field and press Enter to send.
4

Finish

When done, click Finish and confirm with Yes, finish.

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Message field shortcuts

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Features inside the conversation

Replying by quoting a message is actually sent as a quoted reply only on WhatsApp. On Instagram, the quote appears only when the customer quotes you.
Outside the 24-hour window since the customer’s last message, Official WhatsApp only accepts approved templates. Use Templates to resume the conversation.

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Conversation details

In the details panel you will find:
To edit notes and tags, take the conversation first. The AI Summary only works when the AI is configured for your account, and generating a new summary replaces the current internal notes. It consumes AI credits.

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Service with AI

When the AI is active on the channel, it answers new conversations and they appear in the AI tab. The agent can step in at any time: when sending a message or when switching the Mode to Human, the AI stops replying in that conversation.
The content of conversations is processed by external AI providers. Avoid requesting or sending passwords, card numbers and other sensitive data through the chat.

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Frequently asked questions

You need to take the conversation first. Click Take Conversation.
It went to the Finished tab. Use the Mine or Others sub-filter.
These tabs depend on your profile’s permission. Talk to the administrator.

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See also

Pipeline

Follow the deals that come from conversations.

Message templates

Create the templates used in Templates.

Chat Report

Volume, channels and response time.

Departments

Organize the queue by sector.
Last modified on November 10, 2026