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Opening a Chat

Inbox and Dashboard use a two-pane layout on desktop: conversation list on the left, chat on the right.

Until you pick a thread, the right side shows an empty state.

Empty State (Desktop)​

When no conversation is selected:

  • Heading: Select a conversation
  • Subtext: Choose a conversation from the inbox to start chatting

Click any row in the list to load messages and the composer in the chat pane.

Select a Row​

Each list row shows:

  • Contact name (and channel badge — WhatsApp, Instagram, or Web)
  • Last message preview (or No messages yet)
  • Assignment caption (Bot, agent name, etc.)
  • Optional Pending, Queued, unread badge, Need Attention / Waiting on Web, or for Web threads Active / Idle / Closed (and short presence chips when linked)

Click the row (or tap on mobile) to open it. The selected row is highlighted with a coloured left border. Linked WhatsApp/Instagram + Web may share one row with channel chips.

Start or Continue on Web​

  • + next to channel chips → Start web chat (new Web thread + shareable link)
  • On WhatsApp / Instagram: ⋮ → Continue on Web
  • On Web threads: ⋮ → Copy chat link / End chat
  • Linked groups: header channel tabs · Replying via … — Web Threads in the Inbox

Details: Start and Continue on Web · Web Chat Settings.

Switching Tabs or Lists​

Changing Inbox tabs (for example Assigned → Queued) or selecting a different List clears the open chat on desktop. Select a row again in the new tab.

This avoids showing a conversation that is not in the current filter.

Mobile​

On phones and small tablets:

  1. You see the conversation list full width first.
  2. Tap a row — the chat pane takes over the screen.
  3. Use the back control in the mobile chat header to return to the list.

Assignment actions (Take It, menus, etc.) stay available from the mobile header where applicable.

After You Open a Chat​

The chat pane loads message history and the composer (unless the thread is spam — see Spam).

WhatsApp threads may include centered Campaign markers in the timeline (campaign name · template · status). These are system rows, not agent bubbles. Failed or pending markers look dimmer. The full searchable list stays on the contact’s Activity → Broadcast history — see Contact Profile.

On desktop, click the customer name in the chat header (tooltip: Click to view conversation history) to open Conversation History. That view also shows the same Campaign markers, plus Flow invite / submit and Utility TEMPLATE bubbles matched to the live chat pane. It works for WhatsApp threads that have a phone number or only a username. This is not the mobile back control.

From here you can send messages (chapter 8), use quick replies, take over from the bot, or mark spam. Connection status (Live / Offline) is in the header (Live vs Offline).