Finding a conversation
The list on the left has four controls:- Search by lead. The search runs across all your conversations, not just the page you are on.
- Campaign: one campaign, or All campaigns.
- Channel: All, WhatsApp or Instagram. This control appears only when your account has both channels connected.
- All / Unread switch: unread shows only conversations where the lead wrote something nobody has opened yet. Each of those rows carries a count of the unread messages.
Ctrl/⌘ + ← and → change page, and Ctrl/⌘ + K jumps to the search box.
Reading a conversation
Select a conversation to see the full exchange. The header shows:- The lead’s name, and under it their phone number or, for Instagram, their @handle.
- The status of the conversation: Ready, Started, Active, Waiting for reply, Processing, Paused, Completed or Error.
- The campaign the lead is in, as a link that opens it.
- A chip saying who is answering right now: AI or Human.
- On an Instagram chat, when the lead last wrote more than 24 hours ago: Instagram: the assistant replies when they write again.
What the messages tell you
Besides the text, a message can carry a small label:
Images are shown as thumbnails; documents and voice notes as a chip with the file name.
Not delivered
When WhatsApp reports that a message did not reach the lead, a red line appears under it:
On Instagram the equivalent line reads Not sent: … and names the reason (window closed, Instagram not connected, no conversation to reply in).
Taking over from the AI
Every conversation is handled either by the AI or by a human, and the chip in the header shows which.- Stop AI conversation (the square button) hands it to you. The assistant stops replying and the status becomes Paused.
- Continue AI conversation (the play button) gives it back.
Taking over is the right move when a lead asks something your funnel was not built for. If it keeps happening, that is worth fixing in the campaign — Coach spots exactly this pattern and proposes wording that handles it.
What you can send, and when
Both channels limit when a business may write. Chats applies the rules before you send and says so under the message box.On WhatsApp
- For 24 hours after the lead’s last message you can send anything.
- After that, or when the lead has never written to you (a lead you contacted first and who has not answered), WhatsApp only accepts an approved template. The box says so and offers Send a template.
- If the number this chat runs on has been disconnected, nothing can be sent: This chat’s WhatsApp number isn’t connected anymore.
On Instagram
- For 24 hours after the lead’s last message you can send anything, and so can the assistant.
- From 24 hours to 7 days, only a person can reply. The box says Sent as a human reply — the assistant stays silent until the lead writes again.
- After 7 days, nothing can be sent until the lead writes again.
- A lead who has only commented on a post has not opened a conversation yet. You can reply once they answer the private reply the comment rule sent them.
- If Instagram is disconnected, the box is locked until you reconnect it under Integrations.
Sending a template from Chats
When WhatsApp only allows a template, Send a template opens a dialog listing the approved templates of this chat’s number, with the ones in the lead’s language first (Their language). Pick one to see it as the lead will see it, including its header file and buttons.- Whappy fills in what it knows about the lead. Anything it cannot fill is asked for under Fill in what Whappy doesn’t know; every field is required.
- A template that opens with a file needs that file set under Integrations → WhatsApp first.
- A template that needs a value Chats cannot provide (a one-time code, a catalogue, a flow) is listed but cannot be sent from here.
- If the lead has not answered your last message, the dialog warns you: sending another one may be marked as spam.
Sending a template does not need the AI to be stopped. After the template goes out, the conversation waits for the lead’s reply; when it arrives, the assistant continues — unless you had stopped it.
Sending a file from Chats
The paperclip next to the message box sends files from your Assets library — documents, images and voice notes.1
Pick the files
Tick up to 5 files. Only files that have finished uploading are listed. The number next to each tick is the order they will be sent in.
2
Add your text, if you want
Whatever is in the message box goes out with the first file: as the caption of a document or an image. If the first file is a voice note, your text is sent as a message of its own, before the files.
3
Send
Each file arrives as its own message, in the order you picked. The bubbles in the thread are the confirmation.
- The paperclip is held under the same rules as a typed reply: outside the WhatsApp 24-hour window, or while the AI is handling the chat, it is disabled.
- On Instagram the lead receives each file as a message with the file name and a link to it.
- An empty library offers a link to Assets; uploading stays on that page.
- If a later file is refused after earlier ones went out, you are told Only part of the message was sent and the thread shows what reached the lead.
When a send is refused
Moving a lead to another campaign
On a Paused or Completed conversation, the arrows button (Continue this lead in another campaign) hands the lead to a different campaign. Choose the campaign, then what happens when the lead arrives:- Send the new campaign’s first message — it sends its own template right away. Not offered on an Instagram conversation, where a business cannot write first.
- Wait for the lead to write — moved silently; the new campaign answers when the lead writes.
- Continue without the template (on Instagram: Continue from the next step) — the new campaign picks up after its first step.