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Extended Q&A for AI Workspace Co-Admin about Chat, threads, filters, assignments, composer, and labels.

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Basics

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Where is the inbox?

Chat in the sidebar → /chat. Default landing page after sign-in for most users.

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What is a thread?

One conversation with a customer on a channel (or linked across channels for the same contact). Shows in the left thread list.

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Why is my thread list empty?

  • No customer has messaged your connected channels yet
  • Wrong workspace — switch in Settings
  • Channel filter set to an account with no threads
  • Active filters (Unread + label) exclude everything
Connect channels: channels docs.

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Can multiple agents reply to the same conversation?

Yes. All see the same timeline. Use assignment and labels for ownership clarity.

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What are the three parts of Chat on desktop?

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How does mobile Chat work?

Three screens: Threads → tap row → Conversation → contact icon → Recipient. Back button returns.

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How do I hide the recipient panel?

Desktop: click the small chevron on the panel’s left edge. No thread selected. Pick a conversation from the left list.

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Thread list filters

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How do I see only unread messages?

Above thread list: toggle Unread (between All and Read).

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How do I filter by WhatsApp only?

Header channel dropdown → select your WhatsApp account (not All channels).

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How do I search for a customer?

Search by Phone or Name… field — matches contact phone and display name.

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How do I filter by label?

Funnel icon → select label(s). All labels clears.

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What does the inbound red arrow mean?

Last message was from the customer (inbound). Unread threads emphasize this.

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Opening threads & URLs

With thread open, copy URL — includes ?thread={id} e.g. /chat?thread=42.

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What is ?dl= in the URL?

Deep link token — opens a specific message (highlighted). Used in notifications or internal links.

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Does opening a thread mark it read?

Yes, automatically. Unread count clears for that conversation.

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Replying & composer

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How do I send a message?

  1. Open thread
  2. Type in “Type your message…”
  3. Send or press Enter (Shift+Enter for new line)

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Why can’t I type — only templates?

24-hour messaging window expired (WhatsApp/Meta rule). Customer must reply or you send an approved Template. Composer shows an expiry banner. Click Templates.

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How do I send a WhatsApp template from Chat?

Templates button in composer → choose template → fill fields → send.

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How do I pick which channel to send from?

Use channel dropdown in composer when contact has WhatsApp + Instagram, etc. Defaults to last inbound channel.

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What do delivery ticks mean?

On outbound messages: clock (pending) → single check (sent) → double check (delivered) → blue double check (read). WhatsApp-style.

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Labels

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Where do I create labels?

Settings → Workspace → Labels or Chat header Labels icon.

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How do I tag a conversation?

Conversation header label control or recipient panel → Labels section.

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Can I auto-tag by keyword?

Keyword hints on labels (when configured in Settings) can auto-apply when customers use certain words.

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I only see some labels / threads

You may have label-scoped access — ask admin to adjust membership.

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Assignments

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How do I assign a thread to someone?

Recipient panel → Assigned to → pick teammate, group, or AI Agent.

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What is Unassigned?

Thread in shared pool — no named owner.

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Where do I create groups for routing?

Settings → Workspace → Groups.

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How do I invite agents who only reply in Chat?

Team Members → Invite as Member (Chat-only).

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Resolve & status

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How do I close a conversation?

Recipient panel → End Chat → optional note → confirm. Thread becomes resolved.

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Will history disappear?

No. Reopening when customer returns keeps prior messages.

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What’s the difference between resolved and unread?

Resolved = workflow status (closed). Unread = new messages since someone last read.

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New Chat & outbound

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How do I message a new customer?

Thread list header → New Chat (+) → template modal → channel + phone + template. Requires active WhatsApp for template outbound.

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Generate Reply & AI

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Where is Generate Reply?

Composer toolbar → sparkle / Generate Reply.

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Does Generate Reply send automatically?

No. Human must click Send.

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What’s the difference between Generate Reply and AI Agents?

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What is Co-Admin?

Internal assistant for your team — setup help, workspace status. Not customer-facing.

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Real-time & notifications

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Do messages appear without refresh?

Yes for WhatsApp, Messenger, Instagram — live updates in open Chat.

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Why is sidebar Chat badge still showing?

May reflect other unread threads. Open Unread filter to triage.

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Permissions

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I don’t see Chat in the sidebar

Role may lack Chat page access — ask owner/admin.

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Can members connect channels?

Usually no — Admin/Owner use Settings → Channels.

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Troubleshooting