Conversations

Open Conversations → Chat. WhatsApp, Messenger and Instagram chats share one inbox.

• Folders: AI Chats (the Agent is answering), Human Chats (your team is), Spam, and Blocked Contacts.
• Channels: show every channel at once, or one WhatsApp number, Page or Instagram account.
• Filters: interest level, who it is assigned to, has an order, has a ticket, language, and where the customer came from.
• Search: By customer name, phone, or message content.
• Start a new chat with a customer from the search box.

Pause the Agent in one conversation and reply yourself.

1. In the chat header, switch from Agent to Human Takeover. The chat moves to Human Chats.
2. Send messages, media, templates, or product cards.
3. Switch back to Agent to hand it back.

Order processors see a Take button on unassigned chats. Taking one assigns it, with its orders and tickets, to them.

To send chats to your team automatically, choose who the Agent answers on each channel, or use Auto Actions.

The contact panel beside a chat shows the customer's orders, support tickets, scheduled tasks, and what the Agent remembers about them.

• Rename a contact, or refresh their name from Meta.
• Record an event to send a conversion for a sale that happened outside the chat.
• Report a problem with a reply so the Replyk team can look at it.

The call button in a WhatsApp chat gives you two options:

• Call in WhatsApp Business: opens this chat in the WhatsApp Business app, where you start the call.
• Request a call: sends an approved template with a call button, so the customer can call you straight from WhatsApp.

Each conversation shows its current messaging window:

• 24h Window, Any message allowed. From 1 Oct 2026, replies are free for the first 1,000 each month per number.
• 7-Day FEP Window, Every message free for 7 days (ads, Page posts, Page and Instagram WhatsApp buttons).
• Window Closed, Paid templates only.

Messenger and Instagram allow no messages at all outside their 24-hour window. Wait for the customer to write again.

• Chats flagged as spam move to the Spam folder and the Agent stops replying. Mark one as Not spam and the Agent responds again.
• Click Block on any conversation.
• AI stops responding, messages are still received but not processed.
• Unblock anytime from Blocked Contacts.

The Customers tab (Conversations → Customers) gathers everyone who has chatted or ordered, across all channels.

• Filter by interest level, orders, and activity; jump straight into a customer's conversation.
• Export your customer list as a CSV on plans that include it.