Open and manage a conversation

Opening a conversation

To open a conversation, click on any entry in the conversation list. The center panel updates to show the full message history for that conversation.

On desktop, the conversation list stays visible on the left while the chat view occupies the center. On mobile, opening a conversation takes you to a full-screen chat view with a back arrow to return to the list.

Reading the message history

The chat view displays the complete message history between your AI agent (or you in manual mode) and the customer. Messages are organized chronologically with several visual elements:

Message bubbles

• Inbound messages (from the customer) appear on the left with a white/light background.
• Outbound messages (from the AI or you) appear on the right with a blue background.

Date separators

When messages span multiple days, date separators appear between message groups showing labels like “Today,” “Yesterday,” or a full date (e.g., “28 April 2026”).

Timestamps

Each message has a timestamp that appears on hover (for the full message area) or below outbound messages. Timestamps use 12-hour format with AM/PM.

Loading older messages

For long conversations, the chat view loads recent messages first. You can load older messages in two ways:

• Scroll to the top — Older messages are automatically loaded when you reach the top of the chat.
• Click “Load older messages” — A button appears at the top of the chat when more history is available.

The scroll position is preserved when older messages load, so the view does not jump.

Media in conversations

The CRM supports rich media content in both directions (inbound and outbound):

Viewing media

Media type	How it appears
Images	Inline thumbnail in the message bubble. Click to open a full-screen lightbox viewer.
Videos	Inline thumbnail with a play overlay. Click to open in a full-screen video player.
Audio	Inline audio player with playback controls.
Documents	File card with document name and a download icon. Click to open or download.
Stickers	Displayed as a small image inline in the conversation.

Sending media (manual mode only)

When you are in manual mode, you can send media files to customers:

1. Attach a file — Click the 📎 paperclip icon to select any file type.
2. Send an image or video — Click the 🖼 image icon to select from images and videos.
3. Preview before sending — A media preview modal appears showing the file with an optional caption field.
4. Add a caption (optional) — Type a caption that will appear alongside the media.
5. Click Send — The media file is sent to the customer.

Sending text messages

When you are in manual mode, the text input area is active at the bottom of the chat:

1. Type your message in the text field.
2. Press Enter to send (or click the send button).
3. Press Shift + Enter to add a new line without sending.

The send button appears as a blue circle with an arrow icon when you have text typed. When the input is empty, it shows a placeholder icon.

Message delivery status

Outbound messages show delivery status indicators below the message bubble:

Status	Icon	Meaning
Sending	Spinning loader	The message is being sent to the platform
Sent	Single checkmark (gray)	The message was accepted by the platform
Delivered	Double checkmark (gray)	The message was delivered to the customer’s device
Read	Double checkmark (blue)	The customer has read the message
Failed	Red alert icon	The message could not be sent

Retrying failed messages

When a message fails to send, a red error indicator appears with a Retry button. Click Retry to attempt sending the message again. Common reasons for failure include network issues or expired channel connections.

Conversation actions

The chat header provides several action buttons for managing the conversation:

Mark as solved (✓)

Click the checkmark button to move the conversation from the Open folder to the Solved folder. This signals that the conversation has been resolved and does not need further attention.

If the conversation is already in the Solved folder, the button changes to a reopen icon (↩) that moves it back to Open.

Star as priority (★)

Click the star button to toggle the “prioritario” (priority) tag on the conversation. Starred conversations:

• Show a filled star icon in the chat header
• Can be filtered using the Priority tag filter in the conversation list
• Help you identify high-priority interactions at a glance

View contact info

Click the panel icon or “View contact” button to open the contact info drawer. On desktop, this opens as a side panel on the right. On mobile, it opens as an overlay sheet.

See Customer profiles, labels, and notes for what you can do in the contact panel.

Real-time updates

The CRM updates in real time using WebSocket connections:

• New messages from customers appear instantly without refreshing the page.
• AI responses appear as soon as the AI agent sends them.
• Other conversations in the sidebar update their preview and timestamp when new messages arrive in conversations you are not currently viewing.

When a message arrives in a different conversation, the sidebar entry updates with the new message preview, updated timestamp, and an unread badge increment.

Keyboard shortcuts

Shortcut	Action
Enter	Send the message (in manual mode)
Shift + Enter	Add a new line in the message input

What to do next

• Learn about AI/Manual mode — See Switch between AI and manual control
• Manage customer data — See Customer profiles, labels, and notes
• Organize your inbox — See Manage CRM inboxes and filters