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Every connected channel arrives here, in one list.

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The three tabs

Above the list, the channel filter narrows to one channel. You can also filter open versus closed, search, and select several conversations to act on together.

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Around a conversation

  • Assign (header) — move the conversation to another agent. See How assignment works.
  • Pause AI — stop your AI agent replying in this one conversation. By default this happens automatically when a human is assigned.
  • Customer panel — who this is, their contact details, their tags.
  • Lead panel — the deal attached to them: stage, value, owner. You can change the stage from here without leaving the conversation.
  • Call history — past calls with this person, where the channel supports calling.
  • Group info — for group chats: participants, admins, and the join-approval mode.

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Replying

The composer sends text, emoji, media, voice notes and locations. Two shortcuts are worth learning early because they save the most time:
  • Type / for quick replies — your saved answers.
  • Type : to run an automation on this conversation.
Outside WhatsApp’s 24-hour window you must use an approved template — the composer offers the template picker. See Template approval.

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Closing conversations

Closing is not cosmetic. Distribution gives new chats to whoever has the fewest open chats, so conversations left open make you look busier than you are and quietly reduce what you are given. Close what you have finished.