Web Threads in the Inbox
Web conversations use the same Inbox as WhatsApp and Instagram, with channel-specific labels, presence, and handoff attention.
Channel Badge and Filter
- Row / header badge: Web (sky styling)
- Channel chips: All · WhatsApp · Instagram · Web
- Linked threads (Continue on Web with history) may show · Linked next to the badge
- When a WhatsApp or Instagram thread is linked to Web, the list can show channel chips on one row (for example WhatsApp and Web). Unread may appear as WhatsApp · 2 or Web · 0.
Active, Idle, Closed (Web Engagement)
For Web threads, the list status slot can show engagement instead of Pending:
| Label | Meaning |
|---|---|
| Active | Recent customer or agent activity (within your Active minutes) |
| Idle | Quiet after the Active window |
| Closed | Soft-closed by timer, or you chose End chat |
Thresholds: Web Chat Settings → General → Presence.
End chat always moves the list to Closed immediately and clears Active/Idle presence on the Web row (and linked presence on the parent WhatsApp or Instagram thread).
Waiting on Web, Follow Up, and Need Attention
After Continue on Web (or a bot that mints a Web link), the parent WhatsApp or Instagram thread can show:
| Signal | Meaning |
|---|---|
| Need Attention | Unread / needs a reply (customer waiting on you) |
| Follow Up | Handoff flag after about 60 minutes without a customer reply (Link Not Opened or Opened, No Reply). Separate from Need Attention. |
| My Follow-Ups | Follow Ups assigned to you, plus unassigned Follow Ups (visible to all) |
| Waiting on Web | Quiet badge while the handoff clock runs (before the Follow Up flag). Variants: Waiting · Opened when they opened the link but have not replied. |
Chip order on Dashboard / Inbox: Need Attention → Follow Up → Waiting on Web.
Marking a waiting parent as read does not clear the handoff. You may see toast Still Waiting on Web / Marked read — still Waiting on Web.
Website Chat (vanity / embed) threads use Need Attention when they need an agent — they do not use Follow Up or Waiting on Web. Unverified website rows may show Website · Unverified.
Keep waiting vs Continue on parent
After you send a message on a waiting or flagged WhatsApp / Instagram parent, an inline prompt may appear once per handoff:
- Keep waiting — dismiss the prompt; the waiting clock continues
- Continue on WhatsApp or Continue on Instagram — clear waiting and Follow Up so you work on that channel
Web Presence (Parent and Web)
Linked parents and Web rows can show short presence chips: Active · Idle · Opened · Not Opened. Tooltips may show fuller lines such as Active on web now, Opened on web, or Web · Last seen Xm ago. Presence does not clear Waiting on Web or Need Attention by itself.
In the chat composer on Web, you may see May Not See This Yet when the customer is not currently active on the page. Sending on Web can show a quiet Waiting Clock Restarted note when a handoff clock was already running.
Channel Tabs (Linked Groups)
When WhatsApp / Instagram and Web are linked as a group:
- The chat header shows channel tabs (for example WhatsApp and Web)
- Caption: Replying via WhatsApp / Instagram / Web
- Each tab keeps its own draft and scroll position; an inactive tab can show a small “new” indicator without auto-switching
- Take It and Assign apply to the open group (all open members) with a single assignment
- Return to Bot is available on WhatsApp / Instagram tabs only (not on Web)
Chat Ended (Web)
When a Web chat is ended, the composer shows Chat Ended — This web chat is closed. Switch to WhatsApp or Instagram to continue with the customer. The send control may show Chat Ended.
Contact Hints (List and Header)
Beside the contact name, Web threads may show:
| Situation | List | Chat header |
|---|---|---|
| Real LMS identity | Truncated id · LMS (for example ext-123 · LMS) | Masked email (when known) + LMS id |
| Agent Start web chat with email (no LMS id) | Masked email | Masked email |
| Anonymous Start web chat | No LMS label | Name if provided |
Copy email appears next to the contact hint in the chat header when an email is present (copies the full address; display stays masked). Tooltip: Copy email / Copied!
Conversation Menu (Web Threads)
Open Conversation actions (⋮):
| Action | Result |
|---|---|
| Copy chat link | Mints/refreshes the hosted link and copies it. Toast: Web chat link copied — share it with the customer |
| End chat | Closes the Web conversation (list shows Closed). Toast on failure: Couldn't end the chat. Retry |
| Mark Contact as Spam | Same as other channels |
WhatsApp / Instagram threads use Continue on Web instead of Copy / End — see Start and Continue on Web.