IntelliIntelliDocs
Get started

💬 Manage Conversations

Every message from every channel lands in one inbox. You can read, reply, take over from the AI, hand back, search history, and escalate to teammates. Open it at Dashboard → Conversations.

The Conversations overview

The first thing you see is a stats grid — one card per channel you have connected. Each card shows the number of active conversations and unread messages. Currently supported channels:

  • WhatsApp → /dashboard/conversations/whatsapp
  • Instagram DMs → /dashboard/conversations/instagram
  • Messenger → /dashboard/conversations/messenger
  • Website Widget → /dashboard/conversations/website

Click a channel card to open its inbox. The unread badge on each card updates in real time.

The inbox — layout you'll see

All channel inboxes share the same three-pane layout, modelled after WhatsApp Desktop:

  1. Conversation list (left) — every contact with an open thread, newest activity on top. Search by name or number at the top.
  2. Chat window (center) — full message history, with timestamps and delivery status (sent / delivered / read).
  3. Contact details (right) — name, phone, tags, custom fields, and a button to view the full contact record.

Reading and replying

Click any conversation to open it. By default, the AI assistant handles replies automatically. To reply yourself:

  1. Click the Take over button at the top of the chat. The AI pauses on this conversation.
  2. Type into the message box at the bottom. You can:
    • Send text.
    • Attach an image, video, document, or audio clip with the paperclip icon.
    • Send a template (useful if the 24-hour window has expired — see below).
  3. Hit Send or press Enter.
  4. When you're done, click Hand back to AI to let the assistant take over again.

The 24-hour rule (WhatsApp specifically)

For WhatsApp conversations, Meta lets you reply freely for 24 hoursafter the customer's last message. Outside that window, the message box is replaced by a Send template button:

  1. Click Send template.
  2. Pick an approved template from the list.
  3. Fill in the variables.
  4. Send. The 24-hour window restarts when they reply.

Interactive flow messages

If you've built a chatbot flow, its menu and button messages appear inline in the chat. You can see exactly which option the customer tapped, which is great for debugging.

Searching and filtering

  • Search bar — top of the conversation list. Search by contact name or phone number.
  • Unread filter — show only conversations with unread messages.
  • Status filter — open, paused, resolved.
  • Assignee filter — show only conversations assigned to you, a teammate, or the AI.

Escalating to a teammate

If a conversation needs a human or a different team:

  1. Click the Escalate button at the top of the chat.
  2. Pick a teammate to assign it to (or leave it unassigned for the queue).
  3. Optionally add a note for context ("Customer wants refund, $250").
  4. A ticket is automatically created. See Tickets & Escalations.

Website-widget specific

The Website inbox has a slight twist — visitors don't identify themselves up front, so each conversation is tagged by the widget's session.

  • Pick the widget from the dropdown if you have more than one site.
  • Visitors who give their name or email mid-chat (via a chatbot user-input node, for example) get promoted to full contacts.

Tips for the inbox

  • Use keyboard shortcuts: Enter to send, Shift+Enter for a new line, Ctrl+K to focus the search.
  • Don't hand back too fast.If you took over for a tricky issue, wait until the customer confirms it's resolved — handing back mid-issue can confuse them.
  • Pin important contacts. Tag them with vip so they jump to the top of the filter.

What's next