Conversations

What it is

Conversations holds your customers’ chats from every channel you connected: WhatsApp, Instagram, Messenger, TikTok, Telegram and Web chat, all together or one channel at a time. Each chat shows who wrote each message and whether your seller is active or paused in that conversation. Chats from Test your seller do not show up here.

Inboxes

Conversations has three inboxes: All; Sales, with the conversations marked with a sale; and Unattended, with the ones your seller handed off to a person or you marked as Unattended, waiting for your team.

Filters

You can filter chats by channel, by date (from 2 years ago to today), by Priority and by ad. Priority combines Unread, the seller’s state (Paused or Seller active, one at a time) and the customer’s temperature (Cold, Warm or Hot, one at a time).

Filter	What it shows
Channel	All your chats or those from one connected channel
Dates	A range with From and To, up to 2 years back
Priority	Unread, Paused or Seller active, and one temperature
Ads	Chats that Came from an ad, or those from one ad of the last 90 days

Temperature depends on how many messages the customer wrote since the chat began:

Temperature	Customer messages
Cold	0 or 1
Warm	2 or 3
Hot	4 or more

Search for a chat

The Conversations search finds a chat by the customer’s name or phone, and also by the operation number of a transfer, if the customer sent the receipt in the chat, it landed in an order and its number could be read. The last 4 digits or more are enough. It does not search by amount.

Who wrote each message

Each message says who sent it: Customer, AI seller, You (you or your team), Reminder or Automation. Messages sent as a WhatsApp template carry the Template label, and the ones your customer sent from an ad carry the Ad label, with a Copy ad option.

The seller in each chat

Each chat has its own AI seller active / AI seller paused switch. When it is paused, the chat says why (for example Handed off to a human or Paused for a sale) and when it replies again: Resumes when the customer writes again or Resumes only manually.

Pause reason	Replies again
Paused manually	By your resume rule
Handed off to a human	By your resume rule
Paused for a sale	By your resume rule
Paused after reply from a channel	By your resume rule
Paused by WhatsApp history	Only when you remove the pause
Paused: no balance	When you top up your WhatsApp balance
Paused for pending payment	Resumes once payment is settled

What pauses the seller, the resume rule and the general or per-channel pause: Pause and reactivate the seller.

When you write

When you write to a customer from Conversations, your seller pauses in that chat so it does not talk over you (The AI seller pauses when you send a message). If you reply from the WhatsApp Business or TikTok app, it also pauses, with Paused after reply from and the channel, while Replying from your phone is on. In both cases it comes back by your resume rule.

While the seller is paused you can type, use Attach files or record and tap Send audio from the chat in Conversations. If the seller is still replying in that conversation, it pauses when you send your message. If the pause is due to a lack of WhatsApp balance, your message is not sent until you top up.

Each channel has its own window to reply freely after the customer’s last message: 24 hours on WhatsApp, Instagram and Messenger, and 48 hours on TikTok. When the window closes, the panel does not let you write freely in that chat until the customer writes again. Telegram and Web chat have no such window.

Marks and tags

Each chat has two marks plus your tags. Sale adds the conversation to Sales and, if you use Orders, opens the panel to record what was sold; closing it without saving keeps the mark. Unattended puts the chat in or takes it out of Unattended. Tags are yours to organize chats: the labels you use in WhatsApp Business are not brought into the platform.

Your WhatsApp history

If you connect WhatsApp with coexistence, your earlier chats from up to 6 months back arrive in Conversations. When connecting you choose whether they arrive Paused (your team handles them) or Active (your seller replies if the customer writes again, without knowing what you talked about before). Depending on how many chats you have, the import can take a few hours. Photos and files are not brought over: in their place it says WhatsApp didn’t send this file from the history. See it on your phone.

Conversations brought in by your WhatsApp history, from customers in your earlier chats who did not have a conversation yet, arrive paused with Paused by WhatsApp history: the seller does not know what you talked about before, so your team handles them. The seller only replies again when you remove the pause on the conversation or choose Also reactivate paused conversations. Conversations you already had do not change. In Pauses and reactivation you can choose to have them arrive active.

Yago and your conversations

From a chat you can take the conversation to Yago: Analyze this chat with Yago asks it to explain it, Why did the seller reply with this? asks about one specific reply from your seller, and Copy chat link gives you a link to paste into Yago.

When you open a customer's chat and ask Yago from there, Yago reads it and explains what happened and why your seller answered that way.

Among the chats you can see, Yago finds one by the customer's name, phone number or the day they wrote, and gives you the link to open it.