> ## Documentation Index > Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt > Use this file to discover all available pages before exploring further. # Chat & inbox — FAQ > Extended Q&A for AI Workspace Co-Admin about Chat, threads, filters, assignments, composer, and labels. Extended Q\&A for **AI Workspace Co-Admin** about **Chat**, threads, filters, assignments, composer, and labels. *** ## Basics ### Where is the inbox? **Chat** in the sidebar → `/chat`. Default landing page after sign-in for most users. ### 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**. ### 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](/channels/workspaces-and-channels-overview). ### Can multiple agents reply to the same conversation? **Yes.** All see the same timeline. Use **assignment** and **labels** for ownership clarity. *** ## Navigation & layout ### What are the three parts of Chat on desktop? | Column | Purpose | | ------ | ----------------------------------------- | | Left | Thread list (search, filters) | | Center | Messages + composer | | Right | Recipient panel (contact, assign, labels) | ### How does mobile Chat work? Three screens: **Threads** → tap row → **Conversation** → contact icon → **Recipient**. Back button returns. ### How do I hide the recipient panel? Desktop: click the small **chevron** on the panel’s left edge. ### What is the empty center logo? No thread selected. Pick a conversation from the left list. *** ## Thread list filters ### How do I see only unread messages? Above thread list: toggle **Unread** (between **All** and **Read**). ### How do I filter by WhatsApp only? Header **channel dropdown** → select your WhatsApp account (not **All channels**). ### How do I search for a customer? **Search by Phone or Name…** field — matches contact phone and display name. ### How do I filter by label? **Funnel** icon → select label(s). **All labels** clears. ### What does the inbound red arrow mean? Last message was **from the customer** (inbound). Unread threads emphasize this. *** ## Opening threads & URLs ### How do I share a link to a conversation? With thread open, copy URL — includes `?thread={id}` e.g. `/chat?thread=42`. ### What is `?dl=` in the URL? **Deep link token** — opens a specific message (highlighted). Used in notifications or internal links. ### Does opening a thread mark it read? **Yes**, automatically. Unread count clears for that conversation. *** ## Replying & composer ### 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) ### 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**. ### How do I send a WhatsApp template from Chat? **Templates** button in composer → choose template → fill fields → send. ### 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. ### What do delivery ticks mean? On outbound messages: clock (pending) → single check (sent) → double check (delivered) → blue double check (read). WhatsApp-style. *** ## Labels ### Where do I create labels? **Settings → Workspace → Labels** or **Chat** header **Labels** icon. ### How do I tag a conversation? Conversation **header** label control or **recipient panel** → Labels section. ### Can I auto-tag by keyword? **Keyword hints** on labels (when configured in Settings) can auto-apply when customers use certain words. ### I only see some labels / threads You may have **label-scoped access** — ask admin to adjust membership. *** ## Assignments ### How do I assign a thread to someone? **Recipient panel** → **Assigned to** → pick teammate, **group**, or **AI Agent**. ### What is Unassigned? Thread in shared pool — no named owner. ### Where do I create groups for routing? **Settings → Workspace → Groups**. ### How do I invite agents who only reply in Chat? **Team Members** → Invite as **Member** (Chat-only). *** ## Resolve & status ### How do I close a conversation? **Recipient panel** → **End Chat** → optional note → confirm. Thread becomes **resolved**. ### Will history disappear? **No.** Reopening when customer returns keeps prior messages. ### What’s the difference between resolved and unread? **Resolved** = workflow status (closed). **Unread** = new messages since someone last read. *** ## New Chat & outbound ### How do I message a new customer? Thread list header → **New Chat** (+) → template modal → channel + phone + template. Requires active **WhatsApp** for template outbound. *** ## Generate Reply & AI ### Where is Generate Reply? Composer toolbar → sparkle / **Generate Reply**. ### Does Generate Reply send automatically? **No.** Human must click **Send**. ### What’s the difference between Generate Reply and AI Agents? | Generate Reply | AI Agents | | ---------------------- | --------------------------- | | Helps **agents** draft | Talks **to customers** | | Human sends | Can auto-send when assigned | ### What is Co-Admin? Internal assistant for **your team** — setup help, workspace status. Not customer-facing. *** ## Real-time & notifications ### Do messages appear without refresh? **Yes** for WhatsApp, Messenger, Instagram — live updates in open **Chat**. ### Why is sidebar Chat badge still showing? May reflect other unread threads. Open **Unread** filter to triage. *** ## Permissions ### I don’t see Chat in the sidebar Role may lack **Chat** page access — ask owner/admin. ### Can members connect channels? Usually **no** — **Admin**/**Owner** use **Settings → Channels**. *** ## Troubleshooting | Symptom | Try | | ------------------- | ----------------------------------------------------- | | Send failed | Check channel **active**; WhatsApp registration modal | | Wrong customer name | Edit in recipient panel or inline in header | | Panel won’t load | Reselect thread; refresh page | | Stale thread list | Scroll to refresh; change filter and back | | Template list empty | Create templates in **Templates** page; sync WhatsApp | *** ## Related docs * [Chat & inbox overview](/inbox/chat-inbox-overview) * [Shared inbox & labels](/inbox/shared-inbox-and-labels) * [Assignments & teams](/inbox/assignments-and-teams) * [Composer & Generate Reply](/inbox/composer-generate-reply) * [Template messages overview](/templates/templates-overview) * [Channels](/channels/workspaces-and-channels-overview)