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Conversations

Manage customer conversations and messages

Managing Conversations

The Conversations inbox is your central hub for customer interactions. Every message from every channel flows here — WhatsApp, Messenger, Instagram, and Web Chat. This is where your team monitors, replies to, and escalates customer conversations in real time.

The Conversation Inbox

The inbox displays all active and recent conversations with your customers. Each conversation card shows:

  • Customer name and avatar
  • Platform icon (WhatsApp, Messenger, Instagram, or Web Chat)
  • Last message preview and time
  • Lead status (New, Interested, Follow Up, etc.)
  • Lead score (0–100)
  • Unread message count if new messages are waiting

Filtering and Searching

You can filter conversations to find exactly what you're looking for:

  • Status: Active, Human Needed, Closed
  • Platform: Show conversations from specific channels
  • Lead Status: Filter by lead status (New, Interested, Converted, etc.)
  • Assigned Agent: Show conversations assigned to you or specific team members
  • Date Range: Find conversations from a specific time period
  • Search: Search by customer name, email, or message content

Conversation Detail View

Click any conversation to open its full detail view. Here you can:

  • See the complete message history with timestamps
  • Read customer messages and team replies
  • See media (images, documents, voice messages) inline
  • View the lead profile and score
  • Pause or resume AI
  • Monitor conversation metadata

Message Types

JackAI Nexus handles all types of messages:

  • Text: Standard text messages
  • Images: Photos and screenshots sent by customers or your team
  • Audio/Voice: Voice messages recorded and sent by customers. The AI can transcribe these if configured.
  • Documents: PDFs, Word files, or other documents (useful for invoices, contracts, product specs)

All messages display inline in the conversation thread for easy review.

Conversation Status Badges

Each conversation has a status that indicates its health and priority:

  • Active: The conversation is ongoing. AI may be responding automatically.
  • Human Needed: An agent has taken over or the lead status triggered an escalation. AI is paused.
  • Closed: The conversation has ended. No new messages expected.

Note: Conversation status and lead status are separate concepts. A conversation can be "Closed" while the lead is still "Interested." Conversation status tracks whether the chat is actively being discussed. Lead status tracks where the customer is in your sales pipeline. See Lead Management for details on lead statuses.

Replying to Customers

When you're ready to respond to a customer, click the reply input box at the bottom of the conversation.

To send a text reply:

  1. Click the text input field
  2. Type your message
  3. Press Enter or click "Send"

To attach media:

  1. Click the attachment icon
  2. Select Image, Document, or Voice Recording
  3. Upload or record
  4. Type a message (optional)
  5. Send

Voice recording: Voice messages are recorded as high-quality Ogg/Opus audio, which is compatible with WhatsApp and other messaging platforms. Simply click the microphone icon, hit "Start Recording," speak, and hit "Stop Recording" when done.

AI Controls: Pause and Resume

When you take over a conversation to provide personalized support, pause the AI so it doesn't send competing responses while you're talking to the customer.

Pause AI

Click the "Pause AI" button in the conversation header. This tells the AI to stop responding to this conversation until you explicitly resume it.

When to pause AI:

  • You're providing detailed technical support
  • The customer is upset or needs emotional reassurance
  • You're handling a high-touch sales conversation
  • You're gathering sensitive information

Resume AI

Click "Resume AI" when you're done and want the AI to take over again.

Auto-Resume Timer

When you reply to a customer, the AI automatically pauses for that conversation (default: 60 minutes). This gives you space to have a human conversation without the AI jumping in. After the timer expires, the AI automatically resumes. You can also manually resume AI anytime by clicking "Resume AI".

You can:

  • Manually resume AI before the timer expires
  • Disable auto-resume in channel settings (set timer to 0)
  • Adjust the timer duration per channel

The 24-Hour Messaging Window

WhatsApp Cloud API, Messenger, and Instagram enforce a 24-hour messaging window from the customer's last message. Within this window, you can reply freely. After it expires, your options depend on the channel.

For the complete guide on messaging windows and what to do when they expire, see Connecting Channels — 24-Hour Messaging Window.

Quick Channel Overview

WhatsApp Cloud API: When the window closes, use templates or wait for the customer to reply (which resets the window).

Messenger & Instagram: When the window closes, you can follow up via WhatsApp if the lead has a phone number.

WhatsApp Direct (Unofficial): No messaging window — you can reply at any time.

Web Chat: No window restriction, but the reply input is AI-only. Use the "Continue via WhatsApp" CTA to switch channels if the lead has a phone.

WhatsApp Templates

Templates are pre-approved message formats that can be sent outside the 24-hour window. They're managed by WhatsApp and your organization, ensuring compliance with WhatsApp's messaging policies.

Sending a Template

When the 24-hour window closes on a WhatsApp conversation, click "Send Template" in the banner.

  1. Select a template from the dropdown (your approved templates)
  2. Review the preview to see:
    • Header (text, image, video, or document)
    • Body text with any variables
    • Buttons (URL links, phone numbers, quick replies)
  3. Fill in dynamic variables if the template has them (e.g., customer name, order number, tracking link)
  4. Send

Template Components

Header: Optional — can be text, an image, a video, or a document. Example: "Here's your invoice" with a PDF attachment.

Body: The main message text. Can include variables like "Hi {{firstName}}, your order {{orderID}} is ready."

Buttons:

  • URL buttons: "View Order," "Download Invoice" — customers click to visit a link
  • Phone buttons: "Call Support" — customers click to call a number
  • Quick replies: Pre-written options like "Yes," "No," "More info" — customers click to reply quickly

Best Practices

  • Create templates for common scenarios (order updates, support escalation, follow-up offers)
  • Use variables to personalize templates
  • Test templates before relying on them in production
  • Keep button text concise and action-oriented

Conversation Summary

JackAI Nexus automatically generates a summary of each conversation, which appears in the conversation detail view. This summary is created by AI and captures:

  • Main topics discussed
  • Customer pain points or interests
  • Products or services mentioned
  • Next steps or follow-up actions
  • Any unresolved questions

Use the summary to quickly understand the conversation context without reading every message.

Cross-Channel Follow-Up

If a customer contacted you on Messenger or Instagram and the 24-hour window has closed, Nexus can help you follow up via WhatsApp (if you have their phone number).

How it works:

  1. Click "Follow up on WhatsApp" in the window-closed banner
  2. Nexus creates a new WhatsApp conversation linked to the same lead
  3. Both conversations appear in your inbox
  4. Continue the conversation on WhatsApp where you have no time restrictions

This is powerful for omni-channel support — move the conversation to the platform where you have the most flexibility.

Common Conversation Scenarios

Scenario 1: Quick AI Answer

Customer asks: "What's your return policy?"

  • AI reads your knowledge base
  • AI responds: "We offer free returns within 30 days of purchase"
  • Lead stays qualified
  • Status: Active

Scenario 2: Escalation to Human Agent

Customer says: "I'm very frustrated with my order"

  • AI detects emotional language and escalates
  • Conversation status changes to "Human Needed"
  • Agent is notified
  • AI pauses
  • Agent replies with empathy and resolves the issue

Scenario 3: Lead Qualification

Customer asks: "How much does your enterprise plan cost?"

  • AI provides pricing details from knowledge base
  • AI detects purchase intent and scores the lead 85/100
  • Lead status changes to "Interested"
  • Agent is notified of the high-value lead
  • Agent can take over if needed or let AI continue

Scenario 4: After Hours Window

Customer contacts you on Messenger at 5 PM Friday

  • Customer asks about Monday delivery
  • AI responds and offers to send a WhatsApp follow-up on Monday
  • Customer provides their phone number
  • Monday morning, you send a WhatsApp template to follow up
  • Conversation continues seamlessly on WhatsApp

Next Steps

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AI Assistants
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Lead Management