> ## Documentation Index
> Fetch the complete documentation index at: https://docs.notfy.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Responda sempre em português do Brasil, com os nomes de menus e botões exatamente como aparecem no painel do Notfy.
> Use somente o que está documentado aqui. Se a documentação não cobrir a pergunta, diga isso e indique a página mais próxima em vez de inventar.
> Funcionalidades podem depender do plano, do segmento da empresa, das permissões do usuário e de integrações ativas: cite essa condição quando a página a mencionar.
> Nunca peça nem repita senhas, tokens ou dados pessoais de clientes.

# Chat

> Serve WhatsApp and Instagram customers in the Notfy Chat: queue, take conversations, transfer, send media and templates, use the AI and finish.

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.

## 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.

> [!NOTE]
>
> The Chat only shows conversations from the channels connected and active in **Integrations**. See [Official WhatsApp](https://docs.notfy.ai/en/configuracoes/integracao-whatsapp-oficial.md) and [Instagram](https://docs.notfy.ai/en/configuracoes/integracao-instagram.md).

## 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.

### Conversation tabs

| Tab | What it shows |
| :- | :- |
| **All** | All conversations, useful for searching. |
| **Queue** | Conversations waiting for service. Shows a counter of pending ones. |
| **AI** | Conversations in progress with the AI (**AI In Progress**). |
| **Mine** | Conversations that are with you (**My Assignments**). |
| **Finished** | Closed conversations. Has the **Mine** and **Others** sub-filter. |
| **Internal** | Conversations between team members (**Internal Chat**). Shows an unread counter. |

> [!NOTE]
>
> 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.

### 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.

## 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**.

### Message field shortcuts

| Key | Action |
| :- | :- |
| `Enter` | Sends the message. |
| `Shift + Enter` or `Ctrl + Enter` | Line break, without sending. |

## Features inside the conversation

| Feature | How to use |
| :- | :- |
| **Attach** | With the paperclip button or the **Files** menu, send images, videos, audio, PDFs and Office documents. |
| **Templates** | In the attachments menu, choose an approved template and send it. See [Message templates](https://docs.notfy.ai/en/cadastros/modelos-mensagem.md). |
| **Emoji** | Emoji button next to the field. |
| **Record audio** | **Record audio** button; the browser asks for microphone permission the first time. |
| **Reply** | Message menu, to reply quoting it. |
| **Transcribe** | On audio messages, shows the text (**View transcript** once ready). |
| **Transfer** | Choose a colleague in **Owner** and confirm. |
| **Return to queue** | Returns the conversation for another agent to take. |
| **Open / Create Lead** | Opens the conversation's lead or creates one, with confirmation. |

> [!NOTE]
>
> 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.

> [!WARNING]
>
> Outside the 24-hour window since the customer's last message, Official WhatsApp only accepts **approved templates**. Use **Templates** to resume the conversation.

## Conversation details

In the details panel you will find:

| Field | What it is for |
| :- | :- |
| **Protocol** | Identification number of the service case, with a copy button. |
| **Mode** | Switches between **Human** and **AI**. In **AI**, the conversation is handled automatically again. |
| **Owner** | Who is handling the case. Can be changed here. |
| **Department** | Sector of the conversation. See [Departments](https://docs.notfy.ai/en/configuracoes/criar-departamento.md). |
| **Tags** | Type a tag and press `Enter` to add it. |
| **Notes** | Internal notes, visible only to the team. |
| **AI Summary** | The **Generate Summary** button creates a summary of the conversation. |

> [!NOTE]
>
> 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.

## 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.

> [!WARNING]
>
> The content of conversations is processed by external AI providers. Avoid requesting or sending passwords, card numbers and other sensitive data through the chat.

## Frequently asked questions

> [accordion] The message field doesn't appear
>
> You need to take the conversation first. Click **Take Conversation**.

> [accordion] The conversation disappeared from the list after finishing
>
> It went to the **Finished** tab. Use the **Mine** or **Others** sub-filter.

> [accordion] I don't see the Queue or Finished tab
>
> These tabs depend on your profile's permission. Talk to the administrator.

## See also

> [card] [Pipeline](https://docs.notfy.ai/en/atendimento/kanban.md)
>
> Follow the deals that come from conversations.

> [card] [Message templates](https://docs.notfy.ai/en/cadastros/modelos-mensagem.md)
>
> Create the templates used in Templates.

> [card] [Chat Report](https://docs.notfy.ai/en/relatorios/atendimento.md)
>
> Volume, channels and response time.

> [card] [Departments](https://docs.notfy.ai/en/configuracoes/criar-departamento.md)
>
> Organize the queue by sector.


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