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What is this?

The Conversation View is the operator’s workspace for a single conversation. Read the full history, check who the contact is, and reply — without losing the context around the chat.

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What can I do here?

  • Read the message timeline — history, timestamps, delivery status, and manual versus automated replies
  • Use the conversation header to see the contact, channel, labels, and pipeline stage, and to assign, label, pause automation, or change status
  • Act on individual messages — Reply, Copy, React, and Translate
  • Send replies with the composer — text, files, location, templates, quick replies, and automations
  • Add internal Notes, which appear in the same timeline
  • Open the contact info panel for engagement, custom fields, and notes

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How to use it

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Read the message timeline

The center of the screen shows the complete history for this contact and conversation. Use it to read prior messages, see how the customer phrased their request, tell manual replies from automated ones, check timestamps and delivery status, and spot internal Notes inline with messages. For long-running threads, use Load more messages to fetch older history, and the search box (Search in this conversation…) to find a message.
The timeline is the source of truth. A quick scan of the last 3–4 entries plus the most recent Note prevents duplicate or out-of-context replies — and avoids missing details already collected through custom fields or Flows.

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Use the conversation header

The top bar shows the contact’s name and phone number, the channel (for example WhatsApp), labels, and the current Pipeline stage where linked. From here you can:
  • Assign the conversation to a teammate, or Unassign it
  • Manage labels
  • Pause AI Agent + Automation to reply manually, and Resume AI Agent + Automation when you’re done
  • Add Note, or open the Timeline and Activity
  • Use More options to Mark as Open, Mark as Resolved, or Mark as Unread, Edit Contact, Archive Chat, Delete Chat, or Delete Contact

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Act on a message

Hover a message to Reply to it, Copy it, or React with an emoji. You can also Translate a customer’s message — set your Translation Language first in Account. Voice messages can be transcribed, and Instagram story replies show a View story link.

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Reply from the composer

1

Review recent context

Read the last messages, the most recent Notes, and the current Pipeline stage before you type.
2

Confirm ownership

Check that the conversation is assigned to you — or click Join Chat — so ownership stays clear. If it’s assigned to someone else, Reassign to Me takes it over.
3

Compose and send

Write a concise, accurate reply. Use Optimize to polish it, and attach media or insert a template only when it matches the customer’s intent.
The composer’s + menu offers: You can also add emoji and record a voice message.

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Read the contact info panel

The contact info panel has the tabs Overview, Activity, Notes, Fields, Calls, Files and Payments (request or record a payment — see Payments). The profile at the top lists, in order, the contact’s name, phone, username (on channels like Instagram, Telegram and Threads) and email. On a phone, the panel opens as its own full-screen page with quick actions — Template, Call and Search — and a More actions menu (including Edit contact); the back button closes just this screen and returns you to the conversation. On the Overview tab, you’ll find the Engagement Score (messages sent, replies received, broadcasts opened, interaction rate), Conversation Sentiment, and the Customer Journey — status, opt-in source, when they were added, channel, first conversation, last seen, and who it’s assigned to. It also shows Custom Fields (editable if you have permission), event booking and ticket details, and Notes & Reminders.

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Notes in the timeline

Notes appear inline as internal entries — for example, “Customer requested callback after 5 PM.” — visible only to your team, never to the customer. Notes are especially valuable during handoffs. Automated actions also leave visible system entries, so you can see what triggered the current state.

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Failed messages

If a message can’t be delivered, it stays in the timeline with a red Failed mark next to its time. Click it to see the Error Code and Reason. Failed sends from automations, AI agents, storefront order messages, and events now appear in the conversation too, so you can see what the customer didn’t receive. Automated messages carry a Sent by label with the name of the automation or agent that sent them.

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System messages

Some entries are generated automatically — automation replies, welcome messages, and status changes. They look different from human replies so you can quickly tell automated from manual behavior. Replies handled by an AI agent are marked AI Agent. Under each AI agent reply, a Tools used line lists which capabilities or skills the agent called to produce that reply — for example “Search Knowledge Base · Add Note”. If the agent replied without calling any tools the line is not shown. This is the fastest way to see why an agent’s answer looked the way it did without opening the Activity report.

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Troubleshooting / Technical Notes

The banner above the composer tells you why you can’t send a message:
  • Unassigned Conversation. No agent owns it yet — click Join Chat. You can tick Pause automation upon joining to stop automated replies.
  • Assigned to another agent. Use Reassign to Me if you need to take over.
  • Archived or Resolved Conversation. Click Join to reopen it and continue messaging.
  • Blocked Contact. No messages can be sent or received until you click Unblock Contact.
  • 24h Window Closed. The 24-hour WhatsApp messaging window has expired, so only pre-approved template messages can be sent. See Templates.
  • Messenger or Instagram window closed. After more than 7 days, the customer must message you again before you can reply.
  • Handled by Meta Business Agent. Click Pull chat to take over from the Meta agent.
  • Permission Required. You don’t have permission to send messages here — ask an administrator.
  • Visitor left the chat. The Web Chat visitor has disconnected.
  • A message shows a red failed mark. Click it to read the error. Common causes are a closed 24-hour window (send an approved template instead), an unapproved template, or an invalid number. See Templates.
  • Translate says “Set your Translation Language.” Choose one in Account.
Last modified on November 3, 2026