Inbox & Conversations/The inbox

The inbox

Views, statuses, actions, real-time delivery, and messaging limits.

Every channel feeds one shared omnichannel inbox. This is where agents (and the AI agent) work conversations.

Before your first real conversation arrives, the inbox shows a single sample conversation labelled Demo so you can see how it looks and works. It disappears automatically as soon as a real message comes in.

Views#

View	Shows
All	Every conversation.
Mine	Conversations assigned to you.
Unread	Conversations nobody on the team has opened yet.
AI agent	Unassigned conversations (handled by AI).
Starred	Conversations you've starred.

Each view shows a live badge count.

Sorting#

Use the Sort control on the right of the conversation list to choose the order:

Sort	Orders by
Create time	When the conversation first started — newest first. The default.
Last message	Most recent activity first, so conversations jump to the top whenever a new message arrives.
Unread first	Unread conversations pinned to the top, then by most recent activity.
Priority	Highest priority first, then by most recent activity.

Sorting is available on every plan. Your choice applies to the conversation list you're viewing and combines with the active view and status filters.

Filtering#

The filter (funnel) icon at the top of the conversation list narrows what you see. It opens nested menus:

Filter	Narrows to
View	The same views as above, each with its badge count.
Status	Only Open, In Progress, or Resolved conversations — or All statuses.
Assignee	Only the conversations assigned to a specific teammate, only the Unassigned ones, or All assignees. Each teammate is listed with their name and avatar.
Channel	Only the conversations that arrived on one channel — your WhatsApp number, an Instagram account, the website widget, and so on — or All channels. Each channel is listed with its name and icon.

Filters combine with the active view and sort. Clear a filter by picking All statuses, All assignees, or All channels.

Filtering by status, assignee, and channel is available on every plan. The Channel menu appears once the workspace has at least one channel, and conversations from a deleted channel stay visible under All channels.

Exporting to Excel#

The download icon at the top of the conversation list exports the conversations you are looking at to an Excel file. It uses the filters in use: the date range, channel, status, assignee and view. A search term is not applied. Members with the Read-only role don't see the icon.

Each row shows the order or parcel code the conversation was about, the channel, the customer and how to reach them, when it was opened, and a one- or two-sentence summary of what they needed. See Export conversations for every column.

Searching#

The search (magnifier) at the top of the conversation list finds a conversation by:

Type…	To find
A chat ID, such as `004828` or `#4828`	That conversation.
A ticket number, such as `#T-1365`	The conversation the ticket was opened from.
A customer's name or email	Their conversations.
A phone or WhatsApp number, written any way (`+994 50 123 45 67`, `0501234567`)	That customer's conversations.
A code the customer gave in the pre-chat form, such as a customer code	That customer's conversations.
Any word or code written in the conversation, such as `qaytarma` or an order number	Every conversation it appears in, including earlier resolved parts of it.

When a conversation matched on something written in it, its row shows that part of the conversation instead of the latest message, so you can see why it is there. Click it to open the conversation. Search combines with the active view and filters.

Filtering by date#

The calendar icon beside the filter narrows the list to conversations created on one day or within a range of days. Click a day for that day, or a second day to make it a range; the Today, Yesterday, Last 7 days and Last 30 days shortcuts set it in one click. The chosen days show under the header, where one click clears them.

A conversation counts when any part of it was started in those days, even if the customer has written again since. Days are your own days, in your browser's timezone. The date filter works together with the search and the other filters — for example, qaytarma between 01.10 and 09.10.

Statuses#

A conversation is Open, In Progress, or Resolved. Resolving a conversation stamps a resolved time, requests a CSAT survey, and queues extraction of useful agent answers for future AI grounding.

Once a conversation is resolved, operator actions (replying, assigning, changing status) are locked until it's reopened.

Reopening a resolved conversation#

When a conversation was resolved by mistake, or the customer has come back to the same matter, reopen it instead of starting over. Reopen is offered in three places on a resolved conversation: where the message box would be, beside the status in the details panel, and in the conversation's right-click menu in the list.

The conversation comes back as Open, in the same thread with its full history, and shows under the Open status filter again.
If nobody was assigned, it is assigned to you: you are the one picking it up, so the AI agent does not step back in. An existing assignee is kept.
The thread records who reopened it.

Reopening does not undo the resolution. The conversation still counts as resolved on the day it was resolved — in your dashboard, in AI quality and in your AI-resolution usage — and its rating stays on record. Resolving it again later does not count it a second time.

If the customer has already written again after the resolution, that message started a new conversation in the same thread, and that newer one is where to reply — the older one can no longer be reopened.

One row per customer & channel#

The inbox shows one conversation per customer per channel — not a new row every time they get back in touch. When a conversation is resolved and the same customer messages you again on that channel, it stays the same row in your list instead of appearing as a separate entry.

Open it and you see the full history stitched into one thread: each past resolution sits inline above the current one, separated by the events that mark it (first contact, resolved, assignments). Scroll up to load older history, including earlier resolutions. A submitted CSAT rating shows as a centered note in the thread at the point it was given.

Conversations on different channels stay separate — the same person on WhatsApp and on Instagram is two rows. Merging two customers also merges their conversations per channel into one.

If you've put the Chatasist widget both on your website and inside your mobile app, the top of the conversation shows where the customer is writing from: Web Widget or Mobile App Widget, next to the channel name. It follows the customer's latest message, so a customer who moves from the app to the website shows the latest one.

Conversation details#

The panel on the right of an open conversation is split into sections you can collapse and drag into the order you prefer:

Chat attributes — the chat ID, channel, status, assignee and date. On a website-widget channel it also shows which widget the customer is writing from.
Customer attributes — the customer's profile, editable in place.
Other chats — the same customer's conversations on your other channels.
Tickets — the customer's tickets, newest first, each with its ticket number, the board column it is in and its reference code. A ticket opened from the conversation you are reading is marked This chat. Click a ticket to open it on its board in a new tab; the conversation stays open.

Conversation actions#

Assign and set status.
Star, mute, mark unread / mark read. Unread is a property of the conversation, not of each teammate: opening a conversation marks it read for the whole workspace, and mark unread puts it back for everyone.
Set priority — see below.
Mark all read — clears the unread badge on every conversation in the workspace.
Stop AI agent for this contact — see below.

Set conversation priority#

Give a conversation a priority of Low, Normal (the default), High, or Urgent. Set it from the flag button in the conversation header, or by right-clicking a conversation in the list. High and Urgent conversations show a coloured flag in the list so they stand out, and you can sort the whole inbox by priority using the Sort control.

Setting and sorting by priority is available on every plan.

Stop the AI agent for a contact#

When someone keeps sending spam or off-topic messages, you don't have to turn the AI agent off for the whole channel. Open the conversation and use the bot button in the conversation header to toggle Stop AI agent for this contact. While it's on:

The AI agent never auto-replies to that contact again — including any new conversation they start — so it stops spending replies on a spammer.
The conversation stays in your inbox so a human can still read and reply if needed.

Toggle it off at any time to let the AI agent resume handling that contact.

Stopping the AI agent for a contact is available on the Starter plan and above. On Free the button is hidden. See Plan limits & enforcement.

Messaging#

Message types include text, events, files, audio, images, and video.

Replying to a specific message#

To answer a particular message, hover it and click the Reply arrow just to the left of the ⋯ menu. The message you're quoting appears above the composer — type your reply and send. In the conversation, your reply is shown with the original message stacked above it, so it's always clear what you're answering. You can reply to a customer's message or to one of your own earlier messages.

Where the channel supports it, your reply is delivered as a native threaded reply, so the customer sees the quote in their own app too:

WhatsApp, Telegram, and Facebook Messenger show the reply threaded under the original message.
Instagram threads natively when the channel is connected with Instagram via Facebook. A plain Instagram connection can't thread DM replies, so there the reply arrives as a normal message. See Facebook & Instagram.
On the website widget, the quoted message is shown above your reply.

Replying to a specific message is available on every plan. You can't quote an internal note in a reply that's sent to the customer — internal notes stay private to your team.

Loading earlier messages#

Long conversations open at the latest message. Click Load earlier messages at the top to bring in older messages; the message you were reading stays where it was, so you can keep clicking to go further back.

Message-history retention#

Your plan caps how far back conversation history is shown — 7 days on Free, 180 days on Starter, unlimited on Growth and above. Older messages aren't deleted, just hidden; upgrading reveals them. See Plan limits & enforcement.

Attachment limits#

Kind	Max size	Accepted
Files	50 MB	pdf, doc, docx, txt
Audio	25 MB	ogg, mp3, mpeg, webm, wav
Images	20 MB	jpeg, png, gif, webp
Video	100 MB	mp4

Text messages are limited to 65,535 characters. (Note: the WhatsApp personal-number bridge caps inbound media at 64 MB.)

Replying from the mobile app#

In the mobile app, the conversation list shows each conversation's status next to the time — a green check for resolved, an amber dot for in progress, and a blue ring for open — plus an amber bot icon when the AI agent is stopped for that contact, matching the web inbox.

You can reply to conversations on the go from the Chatasist mobile app. Open a conversation and use the message bar at the bottom to:

Send text — type your reply and tap send.
Attach media — tap the attachment button to add photos from your library, take a new photo, or attach a file.
Record a voice message — tap the microphone, speak, then send — or discard it with the trash icon.

Pull down on the inbox to refresh it. Replies, attachments, and voice messages sync instantly with the web inbox and the customer's channel, exactly like replying from your computer.

Replying from the mobile app is available on every plan. As on the web, the reply box is replaced by a short notice explaining why you can't reply when a conversation is closed, its channel was removed, it's assigned to someone else (or not assigned to you), or it's still handled by the AI agent. For the AI case, tap Take over to assign it to yourself and unlock the reply box.

Replies sent from Instagram or Facebook directly#

If someone on your team replies to a customer straight from the Instagram app or Meta Business Suite — instead of the Chatasist inbox — that reply is still mirrored into the conversation so your inbox stays complete. To make clear it came from outside Chatasist and not from the AI agent, it appears on the outgoing side with a Sent via Instagram (or Sent via Facebook) badge instead of the AI Agent label.

These mirrored replies can't be attributed to a specific teammate — the channel only tells us the reply came from your business account, not who sent it. If you want replies attributed to a person, send them from the Chatasist inbox.

Edit, delete & unsend#

Open the ⋯ menu on a message you sent to fix or remove it. You can only edit and delete your own messages — not a teammate's or the AI agent's.

Action	What the customer sees
Edit	The corrected text, marked edited. Only text can be edited.
Delete for everyone (unsend)	The message disappears from their conversation, including in the website widget. A reply that quoted it shows "Original message was deleted".
Delete for me	Nothing changes for the customer — they already have the message. It is hidden only in your inbox.

Edits and deletions sync back to the channel where it allows it: the website widget and Telegram support both; Instagram and Facebook Messenger support delete but not edit; on WhatsApp it depends on how the number is connected. Where a channel can't do it, only Delete for me is offered.

A deleted message is never erased: your team still sees it in the inbox as "This message was deleted", and the original text is kept on record. The AI agent treats an unsent message as never sent and won't refer back to it.

You can also hide a customer's message from the inbox with Delete for me; it is never removed on the customer's side, and customer messages can't be edited.

Escalate a conversation to a live call.