Managing Chats
Communication → Chats is where every WhatsApp conversation your bot has with clients is stored and accessible. You can watch what the bot is saying, step in manually when needed, have the AI draft a reply for you, and adjust how the bot behaves for each individual client.
The Conversation List
The left rail shows all your client conversations, sorted by most recent activity — so a chat the bot has just touched with a follow-up rises straight to the top. For each conversation you'll see:
- Client name and phone number (and avatar if WhatsApp provides one)
- Last message preview — the opening of the most recent message, prefixed You: when your side sent it, or shown as Attachment when the last thing sent was a file, photo, or voice note
- Age — how long ago the conversation last moved, rather than a raw timestamp
- Status badges — unread, urgent, AI on/off, contractor, campaign tag
- Stage the client is currently in (if you've set up a funnel)
- Category assigned by the AI (if you've set up Categories)
Live polling is switched off, so new messages do not appear while you sit on the page. Reload the page to pull in new messages. If a conversation looks quiet, reload before you assume nothing has come in.
Filtering and Sorting
Use the filter controls above the list to narrow the view:
| Filter | What It Shows |
|---|---|
| All | Every conversation in the project |
| Unresponded | Chats where the latest message is from the client and hasn't been answered |
| Responded | Chats where the bot or an agent has already replied |
| New | Newly arrived conversations not yet acknowledged |
| Urgent | Conversations the AI has flagged as time-sensitive |
| AI on | Chats where the bot is currently responding |
| AI off | Chats where bot responses are paused |
| Contractors | Conversations marked as contractors or suppliers |
| Not contractors | Everything except contractors and suppliers |
| Campaign | Conversations attributed to one marketing campaign, or All campaigns |
Sorting offers Most recent, Most messages from client, Fewest messages from client, and Alphabetical (A→Z).
Unresponded, Responded and Urgent currently match no conversations, so they'll look like an empty project rather than an empty filter. Use All and sort by Most recent until they're wired up. The Agent column in the table is also not populated yet — open a conversation to see who it's assigned to.
Searching
Use the search bar at the top of the chat list to find a specific client by name or phone number. Inside an open conversation, Search in conversation finds a message in that thread and steps through the matches.
Starting a New Chat
New chat opens a conversation with a number that hasn't written to you yet:
- WhatsApp number — which of your numbers the message goes out from (skipped when the project has only one)
- Phone number — there is no country-code dropdown. Type the full number including the country code, digits only, with no
+, no spaces and no dashes, as the placeholder shows. - Client name — optional, and easy to fill in later
- Initial message — the first thing they'll receive
Opening a Conversation
Click any conversation to open the full chat history. You'll see:
- All messages sent and received, with timestamps and delivery states (Sending, Sent, Delivered, Read, or Failed to send)
- Which messages were sent by the bot and which by a human agent
- Transcriptions of any voice messages the client sent
- Reactions rendered on the message bubble they belong to, so you can see at a glance when a client reacted instead of replying
- Product cards when the bot presented listings to the client
- Meeting bookings attached to the conversation, with Reschedule, Cancel, and Mark completed
The Details Panel
The side panel next to the conversation carries the contact's record: name, phone, avatar, status, sentiment, funnel stage, campaign, and assigned agents. It also shows three things worth checking before you step in:
- Next contact — when the bot plans to reach out again, and it's editable. The calendar button opens "Manually schedule when the bot should next reach out.", where you set a Date and a Time, or press Clear to hand the timing back to the bot.
- AI disabled until — the moment automatic replies resume, when the bot has been paused for this client
- Personal details — a card listing what's been captured about this client so far (name, email, national ID, country, province, city, gender, occupation), with an "N missing" hint telling you how many are still blank
Which details the bot tries to collect, and which of them are required, is set up under Client data collection on Configuration → Communication.
Sending a Manual Message
Type into the composer at the bottom of the chat and press Send. Your message appears in the history labelled as sent by You, so nobody mistakes it for something the bot said.
Attaching Files
Attachments are staged first and only sent when you press Send — picking a file no longer fires it off immediately. Staged files show as thumbnails above the composer, so you can check you picked the right ones, use Remove attachment on a mistake, and add a caption before anything leaves. Three ways to attach:
- Attach a file — the paperclip button, with Image, Video, Document, and Audio file options
- Drag and drop — drop files straight onto the composer, which answers with "Drop files to attach"
- Paste from the clipboard — copy an image anywhere and paste it into the composer
Recording a Voice Note
You can record a voice note in the browser without leaving the chat:
- Press Record voice message and allow your browser to use the microphone
- Record — a live counter runs next to Recording… so you can see how long you've been going
- Press Stop and attach to stage the recording like any other attachment, or Cancel recording to throw it away
The recording is staged, not sent, so you can still add text or remove it before pressing Send.
Every message your team sends by hand from the dashboard consumes credits, the same as an AI reply does. See Credits & Usage for what each activity costs and how much you have left.
Generate a Reply With AI
When you'd rather write with help than from scratch, the sparkle button next to the composer opens the AI reply dialog. It writes a proposal you can edit before it goes anywhere.
- Optional instruction — leave it empty and the AI decides what to say from the chat context, or steer it in plain language: "be shorter and more direct", "ask about budget", "invite them to book a visit this week"
- Ignore chat context — builds the message from scratch, with no history, no products already shown, and no lead data. Useful when the thread has wandered and you want a clean start.
- Treat as follow-up — applies the follow-up tone based on how long the client has been silent, the same way automatic follow-ups do
Press Generate draft. What comes back is an editable draft, and from there you can:
- Regenerate — ask for another attempt, with the same instruction or a new one
- Use as draft — load the text into the composer so you can rework it and add attachments
- Send — send it as it stands
The AI reply dialog hasn't been translated yet, so its labels read in Spanish whichever language the rest of your dashboard is set to: Generar respuesta con IA, Instrucción opcional, Ignorar contexto del chat, Tratar como follow-up, Generar borrador, Regenerar, Usar como borrador and Enviar.
The draft is a starting point, not a decision. Read it once with the client in mind — the AI has the conversation, but you have the relationship.
Bot Status Indicators
Each conversation shows whether the AI is currently active for that contact:
| Status | What It Means |
|---|---|
| AI on | The bot is responding normally to this client |
| AI off | Bot responses are disabled for this client until re-enabled |
| Agent assigned | The conversation has been handed to a human agent |
Scheduling from a Chat
You can book or reschedule a meeting directly from a conversation. Schedule opens a modal where you pick a Location, a Date, a Start time and an End time, and optionally write a custom message — leave it blank and a default invite goes out. Once you press Send invite, the client gets the invitation over WhatsApp.
You can also cancel or reschedule an existing meeting without leaving the chat:
- Reschedule changes the date and time, but the client is not notified — tell them yourself
- Cancel asks for a reason, and the client is notified by email with it
A meeting attached to the conversation can also be closed out here with Mark completed, exactly as on the Schedulings page. A dialog confirms it first, because completing a meeting sends the client a satisfaction survey over WhatsApp and can't be undone.
Bulk Actions (Admin Only)
Select conversations to Mark as read or Update status in one go. Admins also see Move all clients here, which consolidates every client from related projects into this one — it runs immediately and can't be undone from the dashboard, so read the confirmation before you accept it.
Read Receipts
By default, Remo marks incoming client messages as "read" when the bot processes them — so clients can see their message was received. Mark as read on WhatsApp in the chat settings controls this per client.