Replying, internal notes and assignment

Goal. Handle a conversation from start to finish: join it, reply to the client, leave notes for the team, assign a responsible person and close it or put it on hold.

Prerequisites. The "Reply to messages" permission to write to the client and "View internal notes" for notes. Replies are only possible in open conversations; in a closed one, first "Reopen".

Joining and replying

1. Open the conversation in the list.
2. If the AI agent or another teammate is handling it, the composer shows "Join the conversation". Clicking it makes the conversation yours and pauses the AI agent so it does not write over the team.
3. On the "Reply" tab, type the message in "Write a team reply…".
4. Click "Send" or press Ctrl+Enter. On a Mac, Cmd+Enter.

The reply goes out through the same channel the client used: WhatsApp, SMS, Telegram or email. Email is sent from the connected Gmail or Outlook account and, if there is none, through Resend. On the web channel the message stays in the chat. If the channel rejects the delivery, the message is kept in the inbox and a warning appears: "Message saved, but it could not be sent over WhatsApp. Check the integration.".

Web channel conversations show the "As client (test)" and "As team" buttons: the first lets you write as if you were the client to test the AI agent.

Quick replies

Type "/" at the start of the composer to open "Quick replies", with the company's message templates. Choosing one inserts it with the variables already replaced by the client's data. Templates are managed in "Settings" › "Message templates".

Mentions

Type "@" followed by a teammate's name to mention them, in a reply or in a note. The mentioned person receives a notification and is added to the conversation as a participant, so they can reply to it.

Internal notes

1. Click the "Internal note" tab. The composer turns amber.
2. Type the note in "Write a note for your team — the client never sees it".
3. Click "Send".

The note is saved in the thread with the "Internal note" label and never leaves through any channel. It is allowed in any conversation status, even closed.

Assigning a responsible person

In the thread header, the button showing the current assignee or "Unassigned" opens the team list. Choose the person, marked "Me" if it is you, or "Unassigned" to leave it free. The left panel, under "Team", instantly reflects how many conversations each person has.

Resolving, putting on hold and reopening

• "Resolve" closes the conversation. It moves to the "Closed" filter and no longer counts as pending.
• The arrow next to "Resolve" offers "Mark as pending", for conversations waiting on the client; they show the "Pending" badge.
• In a closed or pending conversation, "Reopen" returns it to "Open".

Troubleshooting

• The composer is missing. The conversation is closed; click "Reopen". If the "Reply" tab is missing too, your role lacks the "Reply to messages" permission.
• "Message saved, but it could not be sent over WhatsApp". The channel is disconnected or rejected the delivery. An administrator must check it in "Settings" › "Integrations"; the text is already in the thread and can be resent.
• The AI agent stopped replying in that conversation. That is expected: joining or replying pauses the agent. You can turn it back on from its button in the header.
• The teammate does not appear when typing "@". Only active members of the company are listed; check their status in "Settings" › "Team".