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Find and handle a conversation

  1. Open Messages. Use search and status, assignee, and tag filters. Exclude AI and Unanswered help focus on human service.
  2. Choose All, Open, or Closed for the records you need.
  3. Open a conversation and check its channel, contact, and assignee. Use the takeover or assignment action available to your role before intervening.
  4. Select Reply to message the customer or Notes to record internal information. Check the mode before sending.
  5. Close the conversation when handling is complete. Closing can trigger organization automations.

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Messages and context

You can use WhatsApp text formatting, emojis, voice notes, attachments, quick replies, and templates with variables. The thread also displays received types such as locations, stickers, and reactions; displaying a received type does not imply there is a button to create it. Watch the WhatsApp window indicator. When free-form replies are unavailable, choose an approved template and review its variables. The contact panel includes Activity, Information, and Call history. The Management tab, deadlines, and requirements belong to the lead-routing add-on. Conversations originating from ads may display Click-to-WhatsApp ad context.

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Assignment and access

Channel rules determine initial assignment. Your role and the organization’s assignment protection determine whether you can take conversations from another person, AI, or the unassigned pool. If an action is missing, ask an administrator to review its permissions and scope. This composer does not offer automatic translation, AI reply suggestions, or internal mentions.

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Frequently asked questions

No. They are internal; confirm the composer is in Notes mode before saving.
No. Find it using the Closed filter.
Check assignment, permissions, and organization protection. Being able to view a thread does not enable every action.

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See also