Chat
Chat is the operator's inbox for every conversation flowing through your channel connectors. Conversations from WhatsApp, Web Chat, and Email arrive in a single list, grouped by channel. From here an agent can watch what bots are doing, take control of a conversation, respond directly, transfer it to a colleague or back to a bot, and resolve it when the customer is done.
The screen has two halves: the conversation list on the left, and the active conversation panel on the right. Everything updates in real time — new messages, assignments, and state changes appear without reloading the page.
Finding Conversations
Search and Filters
The search bar matches against borrower name, phone number, assigned agent email, or bot name. Below it, filter tabs narrow the list:
| Filter | Shows |
|---|---|
| All | Every conversation, no filter |
| Mine | Conversations assigned to you |
| Waiting | Conversations with unread (pending) messages |
| Pinned | Conversations you pinned with the star icon |
| Bot | Conversations currently handled by an AI agent |
Filtering happens in the browser against conversations already loaded. Conversations are grouped under collapsible channel headers, loading ten per channel initially with more available on demand.
Reading the List
Each row shows the customer (name if identified, otherwise phone number or email address), a relative timestamp, who currently owns the conversation (an agent's name or a bot's name), and an animated badge with the pending message count. Opening a conversation clears its pending count — there is no separate "mark as read" action.
Taking Control
When a conversation is unassigned or owned by a bot, the message input is replaced by a Take Control banner. Clicking it:
- Assigns the conversation to you (
human_activestate) - Clears any running bot flow so the bot stops responding
- Shows the message input so you can type immediately
Take Control also appears when a WhatsApp conversation is in template mode (see below).
Responding
Messages
Type and press Enter to send. Messages support {{variable}} placeholders — customer_name and any variable collected during the conversation flow. If a referenced variable does not exist, sending is blocked so raw placeholders never reach the customer. Attachments are supported on WhatsApp, Web Chat, and Email conversations. WhatsApp text is sanitized to at most two consecutive line breaks.
Shortcuts
Type / to open a searchable list of saved response templates shared across the connector. Selecting one fills your input with variables already substituted. Shortcuts can be created, edited, and deleted from the same popover.
AI Text Enhancer
The AI tool refines your draft before sending — improve, shorten, make formal or friendly, or give a free-form instruction. You review the suggestion and apply or discard it.
WhatsApp Templates
When more than 24 hours have passed since the customer's last message, WhatsApp blocks free-text replies (a WhatsApp Business API rule, not a platform limitation). The interface shows a banner and switches to the template sender: pick an approved template, fill its variable slots, and send. Once the customer replies, normal messaging resumes.
Conversation Context
Variables Panel
Shows every variable collected during the conversation — the same values available for {{variable}} substitution in messages and shortcuts.
Notices Panel
A system-generated audit trail of bot flow execution: info, warning, and error events with the flow name, node type, reason, and a traceback for errors. Filter by level or search by message, reason, node type, or flow name. This is where you understand what happened before you took over. There are no manually written internal notes — notices are system-generated only.
Managing the Lifecycle
Assigning
The assignment modal has two tabs: Agents (humans, sorted by availability status — active, away, offline) and Bots (active flows). Assigning to a human transfers the conversation directly; assigning to a bot starts that bot's flow for the customer.
Resolving
Mark as Resolved returns the conversation to the default responder. If the customer writes again later, they start fresh in the connector's default flow rather than resuming with you. Available on non-web conversations.
Pinning
The star icon pins a conversation to your personal Pinned filter, regardless of assignment or pending messages.
Conversation States
| State | Meaning |
|---|---|
default | The connector's default responder handles incoming messages |
bot_active | A specific bot flow is processing the conversation |
ai_active | An AI agent is handling the conversation |
human_active | A human agent is actively handling the conversation |
waiting_handoff | Waiting for an available agent to pick it up |
States change as a consequence of your actions: taking control moves to human_active, resolving returns to default, assigning to a bot switches to bot_active.
Real-time Behavior
Updates arrive over a realtime connection (Ably): new conversations, new messages, assignment and state changes. If no updates arrive for two minutes, the refresh button highlights to signal the view may be stale — click it to reload manually.
Gotchas
- Resolved means restart. Resolving sends the conversation back to the default responder; the customer's next message starts the default flow from the beginning.
- Template mode is automatic. You cannot free-text a WhatsApp customer after 24 hours of inactivity; only approved templates are available until they reply.
- Variable placeholders are validated. A message referencing a missing
{{variable}}will not send — check the variables panel to see what's available. - Notices are capped and system-only. They record bot flow events, not agent annotations; use them to diagnose why a conversation was handed off.