Work a customer conversation

The Inbox is a shared operating surface, not only a chat screen. Each conversation keeps its provider channel while the customer panel connects it to CRM work.

Find and assign work

• Use All, Mine, and Unassigned to control assignment scope.
• Filter by WhatsApp, Instagram, Messenger, Telegram, tag, customer name, or phone.
• Confirm the channel badge before replying; similarly named customers can have different provider identities.
• Assign the conversation to the teammate responsible for the next response.

Customer panel

From the selected conversation you can:

• link or create a contact and account;
• review possible cross-channel contact matches;
• add internal notes and tags;
• create and open follow-ups;
• review service suggestions and AI insight;
• create an opportunity with a service and an optional first follow-up.

Owners and Admins can inspect WhatsApp template send history under Settings → Templates → Send history. Message delivery status remains visible on the chat messages.

Qonvera never merges contacts based only on a similar name. Review the evidence and confirm the match deliberately.

Replying

Use free-form text, emoji, and supported attachments while the provider policy allows it. For WhatsApp outside the customer-service window, select an approved template. Instagram and Messenger saved replies do not reopen an expired Meta reply window. Telegram private bot chats remain available without that Meta window after the customer starts the bot.

If the channel is disconnected, reconnect the exact provider account in Settings → Channels before sending.

Delete a chat that used Receptionist

Deletion removes the conversation’s messages, saved reply text, and drafts. It does not reset AI usage or spending. Limited records of previous processing and costs remain for accounting, including charges whose final amount is still unknown.

If a reply or message is still processing, wait for it to finish. If a Receptionist delivery needs review, ask an Owner or Admin to open Settings → Agents → Receptionist → Interrupted attempts and check the saved evidence. Closing an uncertain attempt without resending does not prove that the message was delivered. Retry deletion after the review is complete.

If deletion reports an error, the conversation has not been partially deleted. Contact support if the error continues after pending work has finished.

A WhatsApp or Telegram customer returns after chat deletion

Deleting a WhatsApp or Telegram chat removes that conversation’s history; it does not block the customer. A new message sent after deletion opens a new conversation linked to the same contact. Deleted messages are not restored, and delayed old messages or duplicate deliveries do not reopen the chat.

For WhatsApp, wait at least one second after deleting the chat before sending a fresh message. If it does not appear, refresh the Inbox and check that you are viewing the correct workspace and channel. Contact support with the channel name, the approximate time and time zone, and whether deletion succeeded. Do not include the customer’s phone number or message text. A message that previously failed to appear may not be recovered automatically.

If sending fails, the composer keeps your text or caption and attachment and shows an error. Check the conversation and delivery status before trying again, especially after a connection timeout. A successful send clears only the submitted draft, not newer text in another conversation.

Insert a saved reply

Choose Saved reply beneath the chat. Replies without variables fill the message box immediately. If the reply contains numbered placeholders such as {{1}} and {{2}}, enter each value, review the preview, and choose Insert reply. Values must be filled in, and the completed reply must fit within 4,000 characters.

You can still edit the inserted reply before choosing Send. Inserting a saved reply does not send it. Cancel leaves your existing draft untouched, and switching chats clears the fill-in form. The message box expands for multiline replies and scrolls for longer text.

Saved replies remain ordinary messages and follow the selected channel’s reply rules; they are not Meta-approved WhatsApp templates.

AI drafts and automatic replies

When AI auto-reply is enabled for the workspace and channel, the conversation panel shows its monitoring, paused, handoff, or draft state. In Draft mode, review and optionally edit the proposed response before sending it. A human reply takes priority and pauses competing AI work.

See AI auto-reply for setup, safe rollout, operations, and troubleshooting.

Conversation insights

In the selected conversation’s Sales Assistant tab, find AI Insight and choose Generate to request a summary, intent, key details, risks and suggested next steps. Qonvera may reuse a recent result when the conversation and settings have not changed. Refresh requests a new analysis, subject to the workspace’s limits and any work already in progress.

New Sales Assistant results are labelled Sales Assistant. Earlier results are labelled Previous AI insight and stay available. AI suggestions can be wrong: review the customer’s messages before acting. When reviewed CRM actions are enabled, use Review suggested action below a Sales Assistant insight. Earlier AI insights remain readable but cannot be used for these actions. You can also use the ordinary follow-up and opportunity controls.

An Owner or Admin enables generation under Settings → Agents → Sales Assistant. If a request is still processing or its outcome is unresolved, reload the saved insight before retrying. Repeated Refresh clicks do not bypass the workspace’s limits. If the problem continues, share the workspace name, approximate time and displayed error with support, without customer details or message text.

Qualify the enquiry

1. Confirm the correct contact and account.
2. Review or change the suggested service.
3. Create an opportunity only when the conversation represents genuine sales intent.
4. Choose the correct pipeline, owner, and initial stage.
5. Optionally schedule the first follow-up. Leave both its due date and action empty to skip it, or complete both fields to create it with the opportunity.

Ask about the conversation

Choose Ask AI in the top chat bar. The AI chat replaces the chat properties on the right, giving you the full panel for questions and answers. Choose Back to chat properties to restore the previous properties tab, or close the AI panel. Use the chat box at the bottom of the panel to ask a question, then select Send question or press Enter. Your question and the assistant’s answer appear as separate chat bubbles. Use Shift+Enter for a new line, and type follow-up questions after an answer. Expand View sources beneath an answer to review the excerpts and open the supporting records. For summaries, suggested next steps and reviewed CRM actions, return to chat properties and select Sales Assistant. Switching tabs does not generate an answer or insight.

Questions use accessible linked records and a limited selection of recent messages. They do not send a message to the customer. Owners and Admins enable this capability separately in Sales Assistant settings. See Ask AI about a record for follow-up questions, limits and retry guidance.

Review a Sales Assistant action

1. Open a current Sales Assistant insight and read the supporting conversation.
2. Choose the exact opportunity. If the contact has several opportunities, open the selected opportunity to check its pipeline and details before continuing. Nothing is automatically selected.
3. Choose Create follow-up or, if your role permits it, Change opportunity stage. Review the suggested note and choose a due date in your local time, or choose an actual stage from that opportunity’s pipeline. A follow-up is assigned to the opportunity’s current active owner.
4. Choose Preview action. Check the selected opportunity, note, due time or destination stage. Marking an opportunity lost requires a reason; won and lost outcomes show an explicit closure warning.
5. Choose Confirm action to apply the reviewed change, or Cancel review to discard it.

This creates an internal task or updates the selected opportunity; it never sends a customer message. Channel messaging windows and template requirements still apply when a teammate sends a follow-up later. Existing pipeline transitions, ownership and next-action requirements still apply. Reopen a closed opportunity through its normal CRM controls first.

A review expires after 15 minutes. If the conversation, opportunity, settings or your access changes, reload and review a new proposal. If confirmation times out, use Confirm action again on the same review to retrieve its result safely instead of creating another review. Saved suggestions may be wrong; your team remains responsible for confirming the action.