Conversations

What you will achieve

You will see every chat your agent has, step in whenever you want to write to a customer yourself, and give the chat back to the agent afterwards.

The inbox

Open WhatsApp agents, open the agent, and choose its Conversations tab. It shows the chats of that agent only; another agent has its own. The list on the left shows each customer, the last message and an unread count. Open a chat to read the whole history, including voice notes with their written transcript. A chat the agent could not answer shows Not answered; one where the agent is stopped shows Agent paused.

Only owners and admins can write or change a chat. Members can read.

What the agent does when you step in

At the top of an open chat a line tells you the state: The agent is answering, The agent is paused here, or The agent could not answer here.

• Write to the customer yourself. Type in the box at the bottom and send. The agent steps back for the time set in Pause after you reply (minutes) on the agent's Advanced tab, under Your team, then answers again. A message you type on the phone itself does the same.
• Pause agent / Resume agent. Pause stops the agent in this chat until you press Resume agent.
• Clear memory. Makes the agent forget what was said before now, so a returning customer starts fresh. The messages stay in the inbox.

The agent does not pass chats to a person by itself. If you want to take over a chat, pause the agent or write to the customer yourself.

What counts as a conversation

A chat counts as one conversation until it has been quiet for Conversation ends after (minutes quiet). A message after a longer quiet starts a new conversation. This is only how conversations are counted in Analytics and costs: Phynxa cannot tell whether a customer is still there, so nothing is summarised or rated when a conversation ends. If the agent fills in a form from the whole conversation, that happens at this point.

Messages that are skipped

The agent does not answer:

• a chat that is paused;
• a message older than 24 hours when it arrives (for example after the number was offline), so customers are not answered a day late;
• a message that arrives outside opening hours; the customer gets the Message outside opening hours, at most once every 12 hours;
• a number that has no active agent assigned;
• anyone, while the workspace has no credit left (or has never bought credit). The messages are kept, and the agent answers new ones as soon as there is credit.

To protect your credit, an agent also stops replying in a single chat after about 20 replies in an hour, which stops two automatic systems from talking to each other forever.

Troubleshooting

• The agent does not answer. Check that the agent is Published and its number shows Connected (the Advanced tab), the chat is not paused, and your credit is not empty.
• A chat shows Not answered. The agent tried and could not answer (for example the model provider was down, or no key is set). Write to the customer yourself, or ask them to write again.
• It answers in the wrong language. Set Language on the agent, or write the language in its instructions.
• A person answered on the phone and the agent also replied. The pause starts when Phynxa sees your message; a reply already being written is dropped, but one already sent cannot be taken back.

When something goes wrong

• The agent cannot answer. It tries again after 30 seconds and after 2 minutes. If it still fails (the model provider is down, WhatsApp refuses the send, no key is set), the chat shows Not answered and the customer gets one short apology, at most once an hour, so they are never left waiting for nothing. The apology costs nothing.
• A customer sends the same words twice in a row (for example "hi" and "hi"), before the agent has answered or a moment after. The agent answers once. The second message stays in the inbox but is not part of what the agent reads.
• A voice note cannot be understood (empty, too short, only noise, or damaged). The customer is asked politely to record it again or write it. Hearing a note that could not be understood is not charged.
• A customer comes back after weeks. The agent still has the chat: it remembers what was said (older messages are folded into a short summary) and does not greet them again. This also holds after you disconnect and link the same number again, or delete the number and link it again.