Chats is where your team handles every business conversation: messages from WhatsApp, Instagram, Facebook, and the other connected channels come in there, the assistant answers them and, when needed, a person takes over.
In this article
- The screen at a glance
- The conversation list
- Filters and search
- Quick actions on a conversation
- Inside the conversation
- The compose box
- The contact panel
- Report an assistant response
- When the assistant stops
The screen at a glance
The screen has three panels:
- Left — the inbox: the list of all conversations, from all channels, sorted by activity. At the top, the search bar and filters.
- Center — the conversation: the message history of the selected contact and the compose box.
- Right — the contact: their details, the funnel stage, the AI summary, and internal notes.
💡 Tip: each conversation shows its channel icon. If you have several numbers or pages connected, below the contact's name you see which channel they're writing through.
The conversation list
Each row shows the contact, the last message, the time, and the status. Unread conversations appear highlighted with a counter.
| Element | What it does |
|---|---|
| 🔍 Search | Searches by name, phone, or message content (minimum 5 characters): type any text and find the conversation where it was mentioned, almost instantly. |
| ➕ Add contact | Creates a new contact with its conversation, so you can message them first (see FAQ). |
| Filters | Narrows the list (see the next table). |
| Channel icon | Indicates where the contact writes from (WhatsApp, Instagram, etc.). |
| Unread counter | Number of pending messages in that conversation. |
| ⏰ Clock icon | The conversation is snoozed (it comes back on its own later). |
Filters and search
The filter bar combines all the criteria you need at once:
| Filter | What it's for |
|---|---|
| Status | See only open or closed ones. |
| Channel | A specific channel — even a specific number or page if you have several. |
| Agent | Conversations assigned to someone on the team (or unassigned). |
| Labels | The labels your team uses (you can create and edit them from the filter itself). |
| Funnel | Contacts in a specific funnel stage. |
| Dates | By creation date, last activity date, or even by the stay date the guest asked about. |
| Read / Unread | Only the conversations pending to read (or the ones already read). |
| Assistant status | Conversations with the assistant active or paused — useful for finding the chats your team is handling. |
| Customer status | By outcome: open, won, lost — and within the lost ones, by loss reason. |
| Country | Contacts from a specific country. |
| Snoozed | Check "Show snoozed only" to see the conversations with an active reminder. |
💡 Save your combinations: with Save applied filters you store the combination you always use, and with Load saved filters you recover it in one click.
Quick actions (right-click)
With a right-click on any row you open the actions menu, without entering the conversation:
| Action | What it does |
|---|---|
| Close / Open | Changes the conversation's status. |
| Archive / Unarchive | Removes it from the inbox (or restores it). |
| Pause / Reactivate assistant | Stops the assistant in that chat — for a while or with no limit — so only your team replies. |
| Assign agent | Assigns it to someone on the team (or unassigns it). |
| Labels | Adds or removes labels with one click. |
| Mark read / unread | Changes the read status. |
| Snooze | Hides it until the date you choose — 1 hour, 3 hours, Tomorrow at 9:00, Next Monday at 9:00, or Choose date and time… — and it comes back on its own (or sooner, if the contact writes). |
| Select | Activates multi-select to act on several at once. |
ℹ️ Note: with multi-select active you can check several conversations (or Select all) and apply a bulk action from Bulk actions: open/close, archive, mark read, assign a user, or add a label. When you're done, a notice confirms how many were updated and whether any failed. You exit the mode with Cancel selection.
ℹ️ Closing with a form: if your account has the Required form when closing a chat enabled (in Settings → Platform settings), when you close — individually or in bulk — the "Complete status before closing" dialog appears: you choose the funnel stage and the Outcome (Open, Won, or Lost; if it's Lost, also the loss reason).
Inside the conversation
The history reads like a normal chat, with a few extras:
- Status checkmarks on your messages (sent, delivered, read — depending on what each channel reports).
- Audios with transcription: one click and you see the audio as text.
- Photos in a gallery when the contact sends several in a row.
- Quoted replies and notes attached to specific messages.
- Translation: if the contact writes in another language (and the feature is active in your account), a notice offers to translate the conversation; each message keeps the Show original link.
- If your account has Calls, the calls with that contact appear interspersed in the history, with their recording.
In the chat header you have the shortcuts: pause/reactivate the assistant, assign agent, labels, snooze (⏰) and — if you have Calls — the 📞 Call button.
The compose box
Everything you can do when replying:
| Button | What it does |
|---|---|
| 😊 Emojis | Opens the emoji picker. |
| 📎 Attach | Sends photos, videos, or documents (you can also paste or drag). |
| 🎤 Voice note | Records and sends an audio. |
| / (slash) | Opens your templates: pre-built messages that are inserted ready to edit. On WhatsApp API, outside the 24 h window you can only send approved templates. |
| 🕐 Schedule | Leaves the message scheduled to go out on its own (the maximum date depends on the channel — see note). |
| $ Quote | Builds a quote with real availability and prices and sends it as a message or payment link. |
| ✨ Writing assistance | You ask the AI to draft a reply ("tell them there's no availability, offer the suite"), you review it, and you send it. |
| 🌐 Auto-translate | You write in your language and the contact receives it in theirs. |
⚠️ Important: some options depend on the channel. For example, TikTok doesn't support voice notes, and each channel has its own template rules and sending windows.
ℹ️ How far ahead can I schedule a message: the limit is each channel's window. On WhatsApp API, within 24 h of the contact's last message — or up to a year if the scheduled message is an approved template. On Instagram/Facebook, up to 7 days from the last message; on TikTok, 48 h. On WhatsApp via QR and email, up to a year.
The contact panel (right)
Three tabs:
| Tab | What it shows |
|---|---|
| Contact | Contact details, funnel stage, assigned agent, and labels. |
| Summary ✨ | An AI-generated summary: the negotiation timeline, what they're asking about, their objections, and a suggested follow-up message ready to Copy or Use in chat. It updates with the Regenerate button. |
| Notes | Internal team notes — the contact never sees them. |
Report an assistant response (the "thumbs-down")
If the assistant answered something incorrect, report it right there: next to each assistant response is the 👎 Report problem icon.
- Describe what went wrong and what it should have answered (minimum 50 characters — the more context, the better it gets fixed).
- Choose the category (Error or Improvement) and the priority.
- Create ticket — the WeSpeak support team receives it.
You follow up on the Tickets screen (from your profile menu): each report goes through statuses like Received → Pending → Fixed (or Waiting for user response if they ask you for more details), and when it's closed you can rate the resolution.
ℹ️ The button appears only over the assistant's responses. If the problem was in a manual quote or something you saw outside the chat, describe it anyway in a report from the conversation closest to the case.
When the assistant stops
If the assistant pauses on its own (a question it couldn't answer, a cancellation request, no availability), a notice with the reason appears above the chat. For trainable questions, right there you can write the correct answer and save it with Quick Training: the assistant learns it and won't stop again for the same reason.
Frequently asked questions
Do I lose anything if an agent replies instead of the assistant?
No. The assistant and the team coexist in the same conversation; you can pause the assistant in a specific chat and reactivate it whenever you want.
I snoozed a conversation and it disappeared — where is it?
In the Snoozed filter. It comes back to the inbox on its own when the timer runs out — or sooner, if the contact writes to you.
Why won't it let me send a message on WhatsApp?
If more than 24 h have passed since the contact's last message, WhatsApp only allows sending approved templates. Choose one from /.
How do I message someone who never wrote to me?
With ➕ Add contact (next to the search): you enter name and phone, it validates that the number has WhatsApp, and the conversation is created. On WhatsApp API, the first message must be an approved template (type /).
Can I block a contact who sends inappropriate content?
Blocking as such doesn't exist. Archiving the conversation (right-click → Archive conversation) removes it from the inbox and stops the automatic follow-ups — but the contact can keep writing and the assistant can reply. If you don't want them to get replies, pause the assistant in that chat in addition to archiving it.
How do I write in bold?
With WhatsApp formatting: surround the text with asterisks — *like this* — and the contact sees it in bold (_italics_ works too). There's no formatting bar: you type the symbols.
Can I delete a message I already sent?
On WhatsApp API no — deleting sent messages isn't available for now (from the panel you can only hide received messages, and the contact still sees them). On the QR connection you can delete your recent messages for everyone.
Can I pause or activate the assistant in many conversations at once?
Bulk actions cover open/close, archive, mark read, assign, and label. Pausing or activating the assistant is per conversation; if you need a mass change, ask your account manager.
The assistant labeled a conversation wrong (automatic labels).
The assistant only auto-assigns labels that have "AI auto-assignment" enabled. Edit the label to adjust its description (it's what the AI uses to decide) or turn off its auto-assignment; labels can always be corrected by hand.
Can notes remind me on a date?
Notes don't send reminders. To have "the chat come back" on a date, use Snooze: the conversation reappears on its own that day.
I searched for a text and the conversation doesn't show up.
Check that the search has at least 5 characters and that it's the exact text (case doesn't matter). Content search covers messages from the last few weeks; for older conversations, search by the contact's name or phone.
Can I see a contact's previous conversations?
Yes — if your account uses multi-conversation, in the right panel (Contact tab) there's a Conversations section with all the ones you've had with that person: the current one highlighted and the closed ones to open with one click.
A chat freezes every time I open it.
Try an incognito window or another computer (this rules out a cache problem). If it keeps happening, report it to your account manager with the contact's number.
What language does the assistant reply in?
It detects the guest's language and replies in that language automatically (Spanish, English, Portuguese, and more). Your team can read and write in their own language with the built-in translation.