Live chat inbox
Every conversation — WhatsApp, Instagram, Messenger, web chat — lands in one shared inbox. The bot handles the routine; your team steps in when it matters.
One inbox, all channels
Open Live Chat to see active conversations in real time, with the full transcript, contact details and channel for each.
Filter by channel: under the search box, tap All channels to see everything together, or one channel (WhatsApp, Instagram, Messenger, Website, Telegram, SMS, Email) to see only those chats. Each chip shows how many chats it has, and your choice is remembered on that device.
Website visitors by name: a website chat shows as "Website visitor" until the visitor gives their name in the chat (for example to a "What's your name?" question or in a form). From then on the inbox shows their real name. Answers that are clearly not a name, such as a question, are ignored.
Take over from the bot
Click Take over to pause the AI and reply as a human; hand it back when you're done. Perfect for tricky cases or a personal touch.
Block a contact
Getting spam, abuse or someone trying to break your bot? Open the chat and tap Block (the ⛔ button in the chat header), then confirm. From then on their new messages are ignored: the bot does not reply, you get no alerts, and no leads or tickets are created. The chat history stays in the inbox, marked Blocked, and you can tap Unblock at any time. Blocking works on every channel: WhatsApp, Instagram, Messenger, Telegram, SMS and your website chat.
Assign & collaborate
- Assign a conversation to a specific teammate.
- Supervisors and admins see everything; agents see what's assigned to them (per roles).
- Every chat is linked to its contact and CRM record.
The reply box
The box at the bottom of a conversation grows as you type, up to several lines. On a computer, Enter sends and Shift + Enter starts a new line. On a phone, Enter starts a new line and the Send button sends.
- Attach a photo, video, voice note or document. Large photos are shrunk to fit WhatsApp's limits, and what you type goes with the file as its caption.
- Emoji, and bold, italic and strikethrough, which WhatsApp shows as formatted text.
- Saved replies: type
/or press the lightning button. - Start a flow for the customer you are talking to, for example a feedback form or a catalogue menu. Search for the flow, confirm, and its first message goes out straight away.
- AI: Suggest a reply drafts an answer from the conversation. The rewrite choices tidy what you have typed: improve the wording, friendlier, more formal, shorter, or fix spelling and grammar only. It never adds facts or promises you did not write, and Undo puts your own words back. AI help uses your own AI provider key.
Saved replies
The answers your team types twenty times a day, saved once. Type / in the reply box and the list narrows as you keep typing; /hours then Enter drops the reply in without touching the mouse. The lightning button beside the box opens the same list to browse.
Write and edit them in that popover rather than on a settings page — the moment you notice you are retyping an answer is the moment you want to save it. Replies are ordered by how often your workspace uses them, so the one you reach for most is at the top.
Placeholders for the customer's name, their first name, your name and your business are inserted from a menu and filled in as the reply lands in the box, so you read the finished sentence and can still change it before sending. If a value is missing the placeholder takes its leading space with it, so an unknown name leaves "Hi, your order is on its way" rather than a stray gap.
Delivery ticks
The ticks everyone knows from WhatsApp, next to each message you send:
- One tick — accepted by WhatsApp, not yet on the customer's phone.
- Two ticks — delivered to their device.
- Two blue ticks — they opened the chat.
- Not delivered — with the reason in plain English, so you know whether to send a template, fix a number or check billing.
A message sitting on one tick almost always means the phone is off or out of network; WhatsApp delivers it when the device reconnects, so resending only produces duplicates. Customers can switch read receipts off, so a missing blue tick is not evidence they have not read it.
When a message is not delivered
A message that fails shows the reason underneath it in plain words: what happened, whether it is on your side, and what to do. The common ones are a customer who has not written in the last 24 hours (send an approved template), WhatsApp limiting marketing messages to that person, and a customer who has hidden their phone number, which WhatsApp sometimes cannot deliver to on any platform. Most of these need no change to your setup.
If you leave the app open for days, a small bar appears when a newer version has been released. Press Reload when you are ready; nothing reloads by itself.
Live chat on your phone (install the app)
Open aiagent.convo360.ai on your phone and add it to your Home Screen — on Android/Chrome tap the Install app prompt, on iPhone use Share → Add to Home Screen. It opens full-screen like a native app with the inbox, CRM and tickets.
Then go to Notifications → Chat alerts on this phone → Turn on alerts. You'll get a notification for every new chat, for replies while you (or your assignee) are handling a conversation, and for enquiries, tickets and billing notices — even when the app is closed. Tap a notification to jump straight into that conversation. Use Send test to check the whole chain on your device.
Live wall: your inbox on a big screen
For events, exhibitions, showrooms and demos. Open Channels → Live wall → Create wall link. You get two links: a feed link (a read-only stream of the latest incoming messages) and a wall screen link that shows them as cards on a dark full-screen page, newest first, with the sender's name and channel. Anyone who messages your bot on WhatsApp, Instagram, Messenger or your website appears on the wall within seconds. Only incoming text is shown, never your replies, media or phone numbers. Press "New link" to cut off an old screen, or "Switch off" to close the wall.