Get to know the inbox
Quick filters
At the top of the list, quick filters split conversations by situation. On narrow screens, some of them move to More types.Search and advanced filters
- Use the Search conversations… field to find a specific conversation.
- Click Filters to open More filters and combine Channel, Team, Member and Tags. Active filters are highlighted below the search. Use Clear to remove them.
What each list item shows
Reply to incoming conversations
Pending conversation or one transferred to you
When nobody has taken the conversation yet, the message box shows This conversation needs to be assigned. Click Assign to me. The conversation becomes yours and the message box is unlocked.Conversation handled by the AI agent
If the channel has an AI agent, it answers first. Meanwhile, the message box is replaced by the AI Agent Active notice, with the text “agent name is managing this conversation”.
1
Click Take Over
The button is in the AI Agent Active notice, in place of the message box.
2
Enter the reason (optional)
In the Take Over window, describe why you are taking over, for example “customer asked for a discount”.
3
Confirm
Click Take Over. The agent stops replying and the message box is unlocked for you.
Start a new conversation
Start a conversation when you need to reach out to the customer first: a quote follow-up, a payment reminder, a heads-up. The contact must already exist. If not, add the contact first.Which channels let you start a conversation
Step by step
1
Open Conversations
Click Conversations in the side menu.
2
Click the + button
The button is at the top of the list, next to the refresh button. The Start New Conversation window opens.
3
Choose the contact
In Contact, type at least 3 characters of the name, phone or email and select the contact from the results. To switch, click Change contact.
4
Choose the team
In Team, select the team responsible for the conversation. If you belong to only one team, it is already selected.
5
Choose the channel
In Channel, select the WhatsApp number. The list only shows the channels of the selected team. Instagram and Webchat channels appear disabled, marked Receptive only.
6
Click Start Conversation
The conversation is created and opened on screen.
7
Send the first message
On the WhatsApp Business API, BluBash shows the Start WhatsApp conversation notice and the Choose template button. Send an approved template. After the contact replies, you continue with free-form messages. On WhatsApp Lite, write normally.Send a template →
If a conversation with the contact is already in progress on the same channel, BluBash does not create another one: you are taken to the existing conversation with the Redirected to existing conversation notice.
Other ways to start
- From the contact record: use the conversation action on the contact. Start a conversation from a contact →
- From a closed conversation: open the conversation and click Start new conversation. BluBash creates the conversation on the same channel, preferably with the same team.
Common issues
The message You cannot initiate conversations in this channel appears
The message You cannot initiate conversations in this channel appears
The team or the channel does not allow you to start conversations. Ask the Administrator to review your teams and the Allow initiating conversations option in the team settings. On receptive-only channels, such as Instagram and Webchat, only the contact starts the conversation.
No channels available for this team appears
No channels available for this team appears
The selected team has no linked channel. Choose another team or ask the Administrator to link a channel to it.
The contact does not appear in the search
The contact does not appear in the search
Type at least 3 characters and check the spelling or the number. If the contact does not exist, add it in Contacts.
Next steps
Send templates
How to start and resume conversations on the WhatsApp Business API.
Transfer a conversation
Pass the conversation to another team, another team member or the AI.