Live chats
The Chats section is your team's support hub. There you see every business conversation in real time — WhatsApp, Instagram, Facebook, and the other connected channels, each with its channel icon — with or without the AI assistant stepping in.
Take over a conversation
When a guest writes, the assistant replies automatically. If you want to step in, open the conversation and use the Pause button in the header. You have two options:
- Pause temporarily — the assistant reactivates on its own after a while (the contact panel shows the reactivation countdown).
- Pause with no time limit — the assistant stays off in that chat until someone reactivates it.
From that point on you reply yourself and the assistant stays paused for that contact. To hand the conversation back to it, use Activate from the same button.
ℹ️ The pause is per conversation: the assistant keeps serving every other contact normally. You can also pause or reactivate it without opening the chat, by right-clicking the conversation in the list.
Resolve and organize
- Close: marks the conversation as handled and removes it from the active inbox. If the contact writes again, it reopens (or a new one is created, if you have multi-conversation enabled).
- Snooze: hides it temporarily and it reappears on its own when the timer runs out — or sooner, if the guest writes again.
- Labels: classify conversations (for example, "booking", "inquiry", "complaint") to filter them faster.
ℹ️ Closing with funnel status: if you enable the Required form when closing a chat in Settings → Platform settings, closing a conversation prompts you to complete the funnel stage and the Outcome (Open, Won, or Lost — plus the loss reason if it's Lost). That way no conversation is closed without being recorded in your metrics.
Snooze: the options
From the clock icon in the chat header or by right-clicking in the list, you choose when the conversation should come back:
- 1 hour or 3 hours — to pick it back up during the day.
- Tomorrow at 9:00 — for the next day.
- Next Monday at 9:00 — for the following week.
- Choose date and time… — a moment of your choice, from the calendar.
Snoozed conversations show up under the Snoozed filter (check "Show snoozed only"), and from the same button you can Unsnooze whenever you want. If the guest writes before the timer is up, the conversation "wakes up" on its own so you don't miss their reply.
⚠️ Snoozing only affects your inbox: it doesn't pause the assistant or stop any scheduled automatic follow-ups.
Labels: creating and automating them
You can manage labels without opening any conversation: in the filters panel, under the Labels section, the manage-labels button lets you create, edit, or delete labels (name, color, and description). If you turn on AI auto-assignment, the assistant applies the label on its own when it detects the case — the description you write is what the AI uses to decide, and it works while the assistant is active in the conversation.
Search conversations and messages
The inbox search finds conversations by contact name or phone number and also by message content: type any text (at least 5 characters) and the conversations where it was mentioned appear almost instantly, even across thousands of chats.
Work in bulk
To act on many conversations at once:
- Right-click a conversation and choose Select.
- Check the ones you want — or use Select all / Deselect all.
- Open Bulk actions and apply the action: close or open, archive or unarchive, mark as read or unread, assign a user, or add a label.
- Exit the mode with Cancel selection.
When you're done, a notice confirms how many conversations were updated and whether any failed.
Work as a team
Each agent sees conversations based on their role. Replies sync live, so several people can work without stepping on each other. Two options in Settings → Platform settings help distribute the work:
- User auto-assignment: the conversation is automatically assigned to the first user who replies, if no one was assigned.
- Restrict contacts to users: each user sees only the contacts assigned to them (or the ones with no assignment).
Note: if your team speaks a different language than the guest, you can enable automatic translation to read and write in your own language.
Best practices
- Let the assistant handle the repetitive work and save human attention for the cases that add value.
- Use labels from day one: you'll be glad to have an organized history later.
- Close conversations when each case is done: it keeps the inbox clean and your funnel metrics up to date.