How do conversations work?

Yes. Open the conversation from the Inbox to see the full back-and-forth with that customer, one thread at a time.

Conversations are grouped by customer, and each channel a customer uses keeps its own thread:

• WhatsApp
• Email
• SMS
• Telegram
• Instagram
• Facebook Messenger
• Phone

So if the same customer has written to you on WhatsApp and separately emailed you, that's two threads under their name, not one conversation blended across channels. A phone call is threaded the same way — it shows up as its own thread with the call transcript, alongside that customer's other channels.

Inside a thread you get the complete message history in order, plus whatever was shared along the way:

• Photos
• Documents
• Voice notes
• Other files the channel supports

When a thread is linked to that customer's record, whoever opens it can also see it alongside that customer's bookings, jobs, and invoices, instead of hunting the story down in a separate system. That link happens on its own for contacts Nassima already recognizes; a new or unrecognized contact can be linked to a customer record directly from the conversation view.

Searching and filtering conversations, seeing what still needs a reply, assigning conversations to a teammate, and jumping to a customer's other channel threads are all handled from the Inbox. How the AI actually reads conversation history to write its own replies is covered under AI-powered automated replies and the Inbound message AI workflow. Reusable message templates, including WhatsApp's approval requirements, have their own section too. Checking whether a specific message you sent was actually delivered or read is covered under Sending messages.

One thread per customer per channel, with the full history in it, so nobody has to reconstruct the story before they can reply.