Read a conversation

Click any conversation in the list to open it. The chat fills the right pane in three parts: the header on top, the message thread in the middle, and the composer at the bottom.

The header carries the controls for this chat — the assignee, the status (Open / Pending / Solved), favorite, call, assign a team, show contact info, and a ⋮ menu (download the chat, block the contact). Just below sit four tabs: Messages, Conversation Summary, Inbox Automations, and Call records.

Messages are colour-coded by sender — the customer's on the left, yours on the right — and text keeps its WhatsApp formatting (bold, italic, and more). Under each message you send, ticks show its state: one tick sent, two grey ticks delivered, two green ticks read, or a red Failed.

Your side of the chat is colour-coded by who sent it. A purple bubble is an automated message — a chatbot or AI reply, a template, or a Knowledge Base answer. A green bubble was typed and sent by a teammate by hand. The customer's own messages always stay on the left. So at a glance you can tell what your automations handled from what your team answered themselves.

Media arrives inline. Photos show as a thumbnail — tap one to open it full-screen. Videos play right in the bubble, and documents arrive as a file card with an Open file link.

Richer WhatsApp messages render as their own cards — interactive list and button messages (like a View Options picker) and WhatsApp Flow form responses. The customer's choice comes back as an ordinary reply.

Important messages can be pinned — they sit in a banner at the top of the thread. Click the banner to cycle through pins, or unpin one with the icon. Messages are grouped under Today / Yesterday / date separators, and scrolling up loads older history automatically.