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Conversations is where every chat lands: messages to your WhatsApp numbers and messages from your website chat, in one list.

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How the screen is laid out

  • Views sit in the sidebar on the left, each with a count.
  • The list is in the middle. Each row is one customer, with their latest message, when it came in, and a badge with the number of unread messages.
  • The conversation you have open is on the right, with the box for your reply at the bottom.
A chat that began on your website carries a website chat mark in the list. WhatsApp chats are unmarked.

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Views

The address in your browser holds the view and filters you are in, so you can send the link to a colleague.

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Who sees which conversations

For a rep, All means their own chats plus the unassigned ones, and the counts match. Type in Search conversations at the top of the list. It looks at the customer’s name, their number and the latest message, within the view you are in. You can type a number any way you like: 07700 900101 finds +44 7700 900101. To search everywhere, press Cmd+K on a Mac or Ctrl+K on Windows. See Find your way around.

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Filters

Choose Filter conversations at the top of the list to narrow the view you are in, then choose Apply.
  • Assigned to: anyone, unassigned, or one team member. Managers, admins and owners only.
  • Channel: WhatsApp, website chat, or both.
  • Number: shown when your workspace has more than one WhatsApp number.
  • Tag: shown once a conversation has a tag.
  • Awaiting payment: chats where a payment link has gone out and has not been paid yet.
Clear filters puts the view back as it was.

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Unread and read

Opening a chat marks it as read. If the chat is assigned to somebody else, it stays unread for them when you look at it. To come back to a chat later, open the three-dot menu at the top of the conversation and choose Mark as unread.

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Change several chats at once

1

Start selecting

Choose Select conversations at the top of the list. Each row becomes a tick box.
2

Tick the chats

Tick the rows you want, or choose Select all. You can change up to 100 at a time.
3

Choose what to do

Choose Mark as read, Mark as unread or Archive. Managers, admins and owners can also choose Assign. In the Archived view the choice is Restore.

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Start a new conversation

You need a connected WhatsApp number first.
1

Open the dialog

Choose New conversation at the top of the list.
2

Find the person

Search by name or number. Choosing someone you already have a chat with opens that chat. For somebody new, choose New number.
3

Fill in the details

Enter the Customer’s WhatsApp number and, if you like, a name. If you have more than one number, pick the From number. Then choose Open thread.
4

Send the first message

If the customer has not written to that number in the last 24 hours, the first message must be an approved template. See Replying to customers.
A chat a rep starts is assigned to them. A rep cannot open a chat with a customer a teammate is already looking after: the search marks that person With a teammate, and a manager can assign the conversation across.
A broadcast does not fill your inbox. A broadcast recipient’s chat appears in Conversations once they reply, or once somebody on your team writes in it.