💬 Chats

The Chats feature lets you manage conversations with your users in one place.
You can send messages, pause chats, and organize chats for faster follow-ups.

• Navigate to Chats

✉️ Messaging

Send messages just like you would in any modern chat interface.

You can:

• Upload Media – Attach images or files to your message
• Quick Replies – Use saved replies for common responses
• Emojis – Add emojis to personalise your messages
• Pause/Unpause Bot – Pause the bot to reply manually, and unpause to resume automatic responses
• Send Message – Press Enter or click send to deliver your message

ℹ️ Best practice: pause the bot before replying manually so automated and agent responses do not overlap.

👉 Learn more about chat operations

• Tag Chats – Add tags to help organise conversations
• Agent – Assign a chat to an agent 👉 Learn more
• Block User – Block a user to prevent spam or unwanted messages

This makes it easy to communicate clearly and keep conversations engaging.

❌ Failed Messages

If a message fails to send due to Meta, you'll see an error below the message with a link to Meta's documentation for more details.

🔍 Filters

Filters make it easy to find the conversations you need.

• Channel - View conversations from a specific phone number or channel, by default it show conversations from all channels.
• Tags - Locate chats based on assigned tags.

If chats seem to be missing, filters are one of the first things to check.
👉 Troubleshooting guide

Filter Agents

Filter chats by agent to see which conversations are assigned to each team member.

• Managers and admins can view and filter all chats
• Agents can only see chats assigned to them

ℹ️ Note: This feature is enabled on request. By default, all roles can access all chats.