Overview
The Conversations page shows all active and past conversations for a agent. Messages update in real time via Supabase Realtime — you see new messages as they arrive without refreshing.Viewing conversations
Each conversation shows:- Contact name and phone number (for WhatsApp)
- Channel — website widget or WhatsApp
- AI status — whether the agent is actively responding
- Appointment status — whether a booking was made
- Message history — full conversation thread
Tags
The details panel beside the transcript has a Tags section. Tags are free-form labels you add yourself — “enterprise”, “needs-follow-up”, “wrong-fit” — and any agent member can add or remove them, on every plan. Press the + button to open the picker. It lists the tags already in use on this agent, so a team ends up with one spelling of each rather than four, and the search row doubles as “create” for a tag that doesn’t exist yet. A conversation can carry up to 20 tags. Tags stay in step with that person’s row in the Leads table: what you set here appears there, what you set there appears here, and removing one in either place removes it from both. If the same person has written to you more than once, a tag applies to all of their conversations — it describes the person, not one exchange. The search box above the conversation list matches tag names too, so there’s no separate tag filter.Human takeover
Sometimes a lead needs a human touch. You can jump into any conversation:1
Open the conversation
Click on a conversation from the list.
2
Send a message
Type your message and send it. Your first manual message automatically disables the AI for
that conversation.
3
Re-enable AI (optional)
Toggle the AI back on when you’re done. If the lead’s message is still waiting for an answer,
the agent replies to it straight away — you don’t have to wait for the lead to write again.
Your messages appear on the agent side of the conversation — the lead doesn’t see a difference
between AI and human messages.
If you were the last one to speak, re-enabling the AI does not produce a message — there is
nothing outstanding to answer. On WhatsApp, the agent also stays quiet when the 24-hour customer
service window has closed, because a message sent then would never be delivered.
WhatsApp conversations
For WhatsApp sessions, your messages are delivered via the Meta Cloud API in addition to being saved in the database. The same takeover flow applies.Message format
All messages follow this structure:
Salesperson messages are written with
role: 'model' so they appear on the agent’s side and don’t trigger another AI response.