Features
Conversations Inbox
Every message with every lead, in one shared inbox — with a single button to take a conversation off the AI and answer it yourself.
The Conversations inbox is where your WhatsApp threads live. Each row is a lead, with their latest message, unread count and who is currently handling the chat — your AI agent or a person on your team.
Filters#
Four filters sit at the top of the list:
| Filter | Shows |
|---|---|
| All | Every conversation you can see. |
| AI | Threads the AI agent is currently handling. |
| Human | Threads a teammate has taken over. |
| Campaigns | Broadcast threads from a campaign. |
Taking over from the AI#
When a conversation needs a human, you don't have to disconnect anything — you just take it over.
1
Take over
Open the thread and choose Take over. The AI stops replying immediately and the conversation is marked Paused for handover, assigned to you.
2
Reply yourself
Type and send as normal. The lead sees one continuous WhatsApp conversation — they never know a handover happened.
3
Resume the bot
Done? Choose Resume and the AI agent picks the conversation back up.
Handovers can happen on their own. The AI also hands over by itself — when a lead uses one of your handover keywords (“talk to a human”, “call me”), when an appointment is booked, or when a conversation goes beyond what it's allowed to answer. Set those rules in Automations.
Who sees what#
Owners see every conversation in the organization. Team members see only the threads for leads assigned to them — the header shows which view you're in. See Roles & Permissions.