Using the live chat inbox to reply to customers

What the live chat inbox is

The live chat inbox at /messages is where your team talks to WhatsApp customers in real time. The layout feels like WhatsApp itself: your conversation list sits on the left and the open conversation on the right. Incoming messages appear instantly, with no need to refresh the page.

Opening and replying to a conversation

Click any conversation in the list to open it. Type your reply in the text field at the bottom and press Enter (or the send button) to respond. Each conversation keeps the full history of messages exchanged with that contact on that number.

• Unread count: conversations with new messages show a counter. It clears when you open the conversation and it is marked as read.
• Mark as read: opening a conversation marks its messages as read and updates the counter for the whole team.
• Emojis: use the emoji picker to make replies feel warmer and more human.

Multiple numbers (global instance selector)

If your account has more than one WhatsApp number, use the global instance selector at the top of the panel to switch between them. Data is fully isolated per number: when you switch instances, you only see the contacts, conversations and messages for that number.

💡 Tip: set the instance selector to the right number before you start replying. Messages are sent from whichever number is currently selected.

AI and manual handling

When AI automation is active on a conversation, automatic replies are sent by the agent. To take over manually, use pause automation on that conversation so you can reply without clashing with the AI. When you are done, simply resume automation to hand control back to the agent.

Best practices

1. Answer the conversations with the highest unread count first.
2. Confirm the selected instance before sending.
3. Pause the AI when stepping in manually on sensitive cases.