How to Use the Conversations inbox in Chatzy AI

The Conversations Tab acts as a unified inbox for handling all customer messages across WhatsApp, Instagram, and Messenger.
It’s where your team and AI agents can view, reply, and manage chats from one central location.

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Overview

With the Conversations tab, you can:

• View all incoming and past chats in one place
• Instantly identify the channel (WhatsApp, Instagram, Messenger)
• Respond using human agents, AI bots, or flow automations
• Access complete contact details and conversation history

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Navigating the Conversations Tab

When you open the tab, you’ll see:

• A list of contacts on the left, showing:
  • Contact Name (if saved)
  • Channel Icon (WhatsApp, Instagram, Messenger)
  • Activity Indicators (green dots, blue checkmarks)
• Clicking a contact will:
  • Show their chat history in the main panel
  • Open their Contact Card with attributes, tags, creation date, and more

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Conversation Sorting & Status

• Chats are auto-sorted by recent activity
• Unread messages display a blue checkmark
  • Clicking them marks them as read
• Use the Unread filter to focus only on unanswered chats

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Conversation State

A green dot indicates the conversation is live and being handled by:

1. Conversational AI Agent – auto-replies using AI
2. Flow-based AI Agent – replies using predefined flows
3. Human Agent – a team member assigned manually

You can take over manually by clicking Close Conversation, which stops AI responses.

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WhatsApp Rules

Inside the 24-Hour Window

• You can reply with text, media, or templates

Outside the 24-Hour Window

• WhatsApp limits replies to template messages only
• A Send Template button replaces the normal input box
• Once a template is sent, the conversation becomes active again

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Media Sharing

• Send images, PDFs, and files directly from the inbox
• When users send media:
  • Click to preview
  • Or download for later use

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Messenger and Instagram Rules

• No 24-hour restrictions
• Reply anytime with text, media, or templates
• Suitable for follow-ups, support, and lead nurturing

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Agent and AI Interactions

• If assigned to a human agent → AI bots and campaigns are disabled
• If assigned to AI or a flow → human agents and campaigns are paused
• To reassign or reopen, click Close Conversation and switch handlers

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Agent Roles

• Team members with the Agent role can:
  • Access the Conversations tab
  • Reply to customer chats
• Roles can be managed from the Team Settings page

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Recap

Here’s a summary of what you can do in the Conversations Tab:

Action	Description
View All Chats	Unified inbox across WhatsApp, Instagram, Messenger
Filter Unread	Focus only on open, unread messages
Take Over from AI	Close conversation and reply manually
Use Templates	Required for WhatsApp replies after 24 hours
Send Media	Share and receive images, PDFs, and files
Manage Agents	Assign roles and balance workload
Control AI/Campaigns	Prevent overlap by managing assignment

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💡 Tip: Use the Unread filter and green dot indicators to prioritize live conversations and prevent missed responses.