Managing Conversations
The Conversations section gives you full visibility into every message the bot has handled.
Conversation List
Each row in the list shows:
- Customer phone number or Instagram name
- Last message snippet
- Channel (WhatsApp W or Instagram I icon)
- Timestamp of last message
- Status (Bot Active / Escalated / Resolved)
Filtering Conversations
Use the filters on the left to find specific conversations:
- By channel: WhatsApp or Instagram DM
- By status: Bot active / Escalated / Resolved
- By date range: Today, last 7 days, last 30 days, custom
- By keyword: Search within message content
Taking Over a Conversation
If you need to reply personally:
- Open the conversation.
- Click Take Over — the bot pauses for this conversation.
- Type and send your manual reply.
- Click Hand Back to Bot when done.
Resolving a Conversation
When a customer issue is fully resolved:
- Click Mark as Resolved.
- The conversation moves to the Resolved tab.
- Resolved status is reflected in Analytics.
Exporting Conversation History
- Go to Conversations → Export.
- Choose your date range and channel.
- Download as CSV for record-keeping or legal compliance.
Auto-Escalation Rules
Configure escalation rules in Settings → Escalation:
- Escalate when the bot can't answer after 2 attempts
- Escalate for specific keywords (e.g., "complaint", "refund")
- Escalate during business hours only