Conversations is your WhatsApp inbox: every chat with your customers, whether the assistant or your team is answering. Open a chat to read it, reply yourself, or check the customer's details.
How the inbox is laid out
On a computer, the inbox has three columns:
- The chat list on the left.
- The open chat in the middle, with the box to write your reply at the bottom.
- Customer details on the right: name, phone, reply window, Last activity, a Summary of the chat, the Staff note and Statistics (message counts from the customer, your team and the assistant).
On a smaller screen the details panel is hidden: tap the customer's name at the top of the chat to open it. On a phone you see one thing at a time: tap a chat to open it and use the back arrow to return to the list.
The chat list
At the top you'll see Conversations with the total, the Answers first: button and the search box. If your company has more than one WhatsApp assistant, first pick the one you want under Agent; the ones with new messages say Unread.
Each chat in the list shows:
- Customer name and the time of the last message. The name is the customer's WhatsApp profile name, or the name your team gave them (see Team notes and contact names).
- The last message, so you can tell what it's about without opening it.
- Assistant or Team: who is handling the chat right now. Hover over it for a short explanation.
- Ticket number, if a support ticket was opened for this chat.
- A number in a blue circle: how many messages you haven't read.
- A dot on the customer's picture: green means you can still reply normally; gray means 24 hours have passed since the customer's last message. See The WhatsApp 24-hour window.
Chats where the customer is waiting for a reply are shown in bold with a blue edge. The list is sorted by latest activity, like WhatsApp: the most recent chat is at the top.
Open a chat
Click a chat to open it. Its messages are marked as read, and the unread count in the sidebar and the bell goes down.
In the chat you'll see the customer's messages on one side and the replies from the assistant and your team on the other. You can play voice notes and videos, open photos in full size, and open shared locations with Open in Maps.
At the bottom, a line tells you who is answering: AI responding with a Reply myself button, or the team mode with Hand back to assistant. See Reply yourself and hand back to the assistant.
Choose who answers first
The Answers first: button at the top of the list decides who answers new messages: the team then the assistant, the assistant right away, or only your team. See Who answers first on WhatsApp.
Good to know
- Get alerts when you're not looking. The inbox only updates while it's open. To get a notification for every new message, install the app and turn on notifications.
- "WhatsApp is not set up yet" means your account doesn't have a WhatsApp number connected to an assistant yet. Edenia sets this up; click Contact our team to finish it.
- Tap the customer's phone number under their name to call them from your phone.
- To find a specific chat, use the search box and the filters. See Search and filter conversations.