3. Start Chatting with Your Customers
Congratulations! Once you've created your AI Agent and connected your WhatsApp, you're ready to receive customer chats. So where do you find those chats?
On the Chat page. The Chat page has three tabs:
1. Unassigned tab (chats the AI is handling)
The Unassigned tab shows every new chat that's still being answered by the AI.
Conversation status:
Open means the customer is still asking questions and chatting with the AI.
Pending means the conversation needs a reply from a human agent.
How a chat moves to Assigned:
Take over the chat: You can take a chat over from the AI and reply yourself. The chat moves to the Assigned tab and is assigned to you.
Agent Transfer Condition: When a customer's chat meets one of your agent transfer conditions, its status changes to Pending and it moves to the Assigned tab of one of the agents connected to that platform.
2. Assigned tab (chats you're handling)
The Assigned tab holds the chats you're handling yourself.
Statuses on this tab:
Assigned: A human agent is handling the chat, so the AI won't reply.
Pending: The chat needs a human agent, but no one has taken it over yet. The AI may still reply, depending on your AI Agent settings.
3. Resolved tab (chats that are done)
This tab holds chats that have been fully handled.
How to resolve a chat:
When you've finished with a chat, click Resolve. The chat moves to the Resolved tab with the status RESOLVED.