Chat

Overview

The Chat page gives you a full view of every conversation happening on your connected WhatsApp number. You can read message history, see what your AI agent is saying, and jump into any conversation to send manual replies.

Open it from the Chat link in your instance sidebar.

The chat interface

The Chat page is split into two panels:

Left panel: Conversation list

This shows all your WhatsApp conversations, sorted by most recent activity.

Each conversation in the list shows:

• The contact's name or phone number
• The avatar or profile picture
• The time of the last message
• An unread message count (if applicable)

Filtering conversations:

• Use the search bar at the top to find a conversation by name or phone number
• Use the filter tabs to switch between All, Direct (one-on-one), and Groups

Right panel: Message view

Click on any conversation to see the full message history. This includes:

• All messages sent and received, in chronological order
• Messages from the customer, your AI agent, and any manual replies from your team
• Message status indicators (sent, delivered, read)
• Media attachments (images, documents, etc.)
• Quoted replies and forwarded messages
• Date separators between different days

If the conversation is long, scroll up to load older messages. A scroll to bottom button appears when you're not at the latest message.

Sending manual replies

You can type and send messages directly from the dashboard at any time. Use the message input at the bottom of the chat view.

When you send a manual reply:

• The message appears in the conversation immediately
• The customer receives it on their WhatsApp
• Your AI agent sees it as part of the conversation history

This is useful when you want to override the AI's response, add a personal touch, or handle something the agent can't do on its own.

Understanding message indicators

Messages in the chat view show visual indicators so you can tell who sent what and whether it was delivered:

AI agent messages vs. manual messages

Both AI-generated responses and your manual replies appear in the same conversation thread. The customer sees them all as coming from your WhatsApp number — there's no visible difference on their end.

From the dashboard, you can see the full conversation flow, including what the AI decided to say and any tools it used — whether that was searching the Knowledge Base, browsing a website, running code in a sandbox, generating an image, or triggering a payment.

Requesting a payment from chat

If M-Pesa is set up on your account, you can request a payment directly from a conversation:

1. Open the chat with the customer
2. Click the payment option
3. Enter the amount (in KES), a reason (e.g., "Order #1234"), and optionally an internal note
4. Confirm to send the M-Pesa STK push

The customer will receive a payment prompt on their phone. Once they pay, the confirmation appears in the conversation.

See Payments (M-Pesa) for more details on setting up payments.

Next steps

• Escalations — Learn how to hand conversations to humans when the AI needs help
• Contacts & Audiences — Organize your contacts into groups for broadcasts