Getting Started
The Chat Window
Everything you do with a customer happens in the chat window: replying, adding notes, sending files, and using the AI tools. This guide covers each part of it.
Notification Settings
Click the bell icon at the top of the Chats page to open the Notifications menu.
- Enable Sound turns the notification sound on or off
- Alert Tone chooses which sound plays: Pop, Ding, Chime, Ping, or Glass
If the bell shows a warning, your browser hasn't granted notification permission yet. Click Allow Notifications and accept the browser prompt.
Starting a New Conversation
Click the + icon on the Chats page to open the New Chat dialog.
- From (Instance) — pick the connection the message is sent from
- To (Contact) — search for an existing contact, or type a phone number
- Select Template — choose the template to open the conversation with
Click Send Message.
Why a template is required: you can only send free-form text to someone who messaged you in the last 24 hours. To start a brand-new conversation, WhatsApp requires an approved template.
Filtering Your Conversations
Click Filters above the chat list to narrow it down — by connection, agent, tag, funnel stage, or department. This is the fastest way to find the conversations that belong to you when the list is long.
The Conversation Header
Open a customer's chat from the Chats page. At the top you'll find:
- The conversation window timer, showing how long you can still reply freely
- The AI Agent button, which switches the AI assistant on or off for this chat
- The Automation button, for running an automation flow on this conversation
About the timer: WhatsApp only allows free-form replies for 24 hours after the customer's last message. Once that window closes, you must send an approved template instead.
Customer Details
Click the arrow at the top of the chat to open the contact panel.
- If the customer isn't saved yet, click Save Contact to CRM
- Contact Details shows everything stored about them — phone, tags, funnel stage, assigned agent, and any custom fields
Media Files
The Media Files section collects everything exchanged in the conversation, grouped by type: Images, Videos, Audio, Documents, Location, and Other Media.
Sending a Message
At the bottom of the chat, make sure Message is selected, then type in the Type a message or / for shortcuts box and click Send.
You can also:
- Click Emoji to add an emoji
- Click the Microphone to record and send a voice note
- Attach a file — and add a caption alongside it on most channels
Captions: WhatsApp, Telegram, the Chat Widget, and Email accept a caption sent with a file. Instagram and Facebook Messenger do not — the caption box is hidden on those chats, because Meta's API accepts either text or an attachment, never both.
Quick Replies
Click Quick Reply to insert a saved response instead of typing it out.
- Pick the reply you need from the list
- Edit it if the situation calls for it
- Click Send
You can also type / in the message box to search your quick replies inline.
Internal Notes
Switch from Message to Internal Note to write something only your team can see. Notes are stored on the conversation and are never sent to the customer — use them to hand context to whoever picks up the chat next.
AI Tools
| Tool | What it does |
|---|---|
| Suggest reply | Drafts a reply based on the conversation so far |
| Summarize | Condenses a long conversation to its key points |
| Change tone | Rewrites your draft as Professional, Friendly, Empathetic, or Straightforward |
| Fix spelling & grammar | Corrects mistakes without rewording your message |
| Improve message | Makes the wording clearer and stronger |
| Simplify language | Rewrites it in plainer language |
| Translate to | Translates your draft into another language |
Every AI suggestion appears in the message box first — nothing is sent to the customer until you review it and click Send.
Translating Incoming Messages
Hover over any message the customer sent and click the globe icon to translate it. Translations are saved, so they're still there when you or a colleague reopens the chat on another device.
Next Step
Set up an AI Agent to draft and send replies for you.