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The conversation view

Click any conversation in Live Chat to open it. The conversation view shows:
  • Message history — all messages exchanged between the contact and your bots or agents, in chronological order
  • Contact panel — the contact’s name, phone number, and attributes (visible on the right side)
  • Reply box — type a reply and press Send to message the contact directly on WhatsApp

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Message types

TypeAppearanceDescription
TextStandard chat bubbleRegular text messages from the contact or agent
Bot messageLabelled “Bot”Messages sent automatically by an automation
Agent messageLabelled with agent nameMessages sent manually by a team member
Tool callAmber cardAn AI tool invocation during a voice call — shows tool name, arguments, and result
System eventGrey textAssignment changes, conversation open/close events

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Replying to a contact

Type your reply in the message box at the bottom and press Send (or Enter). Replies are sent immediately to the contact’s WhatsApp number. You can use template messages if the conversation window has expired (WhatsApp only allows free-form replies within 24 hours of the last customer message). Select a template from the template picker in the reply area.

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Assigning conversations

Conversations can be assigned to:
  • An individual agent — route to a specific team member
  • A team — the conversation is distributed to available team members via round-robin
To assign:
  1. In the conversation, click Assign (top right).
  2. Select Agent or Team from the tabs.
  3. Choose the agent or team from the list.
The assigned agent receives an email notification (if email notifications are enabled in their profile). To unassign, click the current assignee and select Unassign.

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Handing back to a bot

If you want to resume an automated flow after a human conversation:
  1. Click Assign.
  2. Select Bot from the tabs.
  3. Choose the bot to resume.
The bot takes over and continues from the next message.

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Closing a conversation

When a conversation is resolved, click Close (top right). Closed conversations are moved out of the active queue and can be viewed by filtering by Status: Closed. Reopening: if the contact messages again after the conversation is closed, it reopens automatically and appears in the active queue.
Use the filters panel on the left side of Live Chat to narrow the conversation list:
FilterOptions
StatusOpen, Closed
ChannelWhatsApp, Phone
Assigned toSpecific agent, team, or unassigned
DateDate range
Use the search bar to find conversations by contact name or phone number.