Conversations
What it is for
Conversations is the inbox where all the messages handled by the support agent arrive: WhatsApp, Messenger, Instagram and the web widget. The AI replies on its own; when a person is needed, someone on the team takes over the conversation, replies and then returns it to the AI or closes it.
If the workspace has prospecting, the WhatsApp recovery conversations are also shown here.
How to get there
Sidebar → Attention → Conversations · app.growtek.io/en/conversations
The screen in detail
- Line selector (only with prospecting active): Support or Recovery (prospecting).
- Inbox (left): search box (Search by name, phone or message…), Filters and the rating shortcuts Hot, Warm and Cold. Each conversation shows how many unread messages it has.
- Thread (right): the messages, the mode (AI, Human or Closed), the actions and the box to type in.
Filters:
| Filter | Options |
|---|---|
| Assignment | All · Mine · Unassigned |
| Handled by | AI · Human · Closed |
| Channel | Web · WhatsApp · Messenger · Instagram |
| Status | Open · Closed |
The conversation rating
Each conversation has a rating (Hot, Warm or Cold) that the AI suggests based on buying signals: whether they asked about prices or how to pay, whether they have products in the cart, whether they scheduled a call, whether they have gone days without replying, etc. Hover over it to see the signals.
You can set it manually in Conversation rating; Automatic hands it back to the AI.
The customer type
If the agent context has Customer types, the thread shows which customer type the agent is serving. Anyone with the corresponding permission can correct it; see Context.
What you can do
Take over a conversation, reply and close it
- Select the conversation.
- If it is in AI mode, click Take over (it switches to Human mode).
- Type in Type a message... (you can Attach file) and click Send.
- When you are done, click Return to AI so the agent continues, or Close to close the conversation.
- While the AI is responding you cannot type: you will see The AI is responding. Take over the conversation to write.
- In a closed conversation, Take over and reply appears to pick it back up.
On WhatsApp, when less than 6 hours remain, the thread shows N h N m left in the window. If more than 24 hours have passed since the customer's last message, whatever you send opens a billable conversation.
Create a ticket from the conversation
Click Create ticket. It is not allowed if the contact already has an active ticket (The contact already has an active ticket.). See Tickets.
Block a peer
- In the conversation, click Block.
- Enter the Reason (it is required).
- Confirm with Block.
No further messages from that number will be received or processed, and no new thread opens even if they write again. It is undone from Blocked.
Required permissions
| Action | Permission |
|---|---|
| View the inbox | conversations.read |
| View all conversations | conversations.viewAll |
| Take over | conversations.takeover |
| Return to AI | conversations.release |
| Close | conversations.close |
| Block | conversations.block |
| Correct the customer type | conversations.setProfile |
| Create ticket | tickets.create |
FAQ
I can't type in a conversation. It is in AI mode: take it over first with Take over.
What happens if I don't return the conversation to the AI? It stays in Human mode and the agent does not reply until someone clicks Return to AI.