Conversations and Inbox Basics

This guide explains how to work in the **Conversations** area of Irmaya, where your team reviews customer threads, uses AI assistance, and steps in when human h

Conversations and Inbox Basics

This guide explains how to work in the Conversations area of Irmaya, where your team reviews customer threads, uses AI assistance, and steps in when human handling is needed.

Overview

The Conversations inbox is the main place to review incoming WhatsApp activity.

In this workspace area, you can:

  • monitor new customer messages
  • review AI-generated reply suggestions
  • take over conversations that need a person
  • follow message history and customer context

Before You Start

Make sure these foundations are in place:

  • WhatsApp is connected
  • bot settings have been configured
  • knowledge content has been added
  • handoff rules have been reviewed

How Conversations Work

The inbox brings together the customer message, the current thread, and the tools needed to respond.

What you should expect to see:

  • recent customer message preview
  • conversation history
  • AI reply suggestions when available
  • handoff or review status
  • customer context and contact information

Review the Inbox

Use the inbox to identify what needs attention first.

Helpful review patterns:

  • check new or recent conversations
  • look at conversations marked for review
  • confirm whether a conversation can stay assisted or needs a person

Use Filters

Filters help teams focus on the right conversations.

Depending on the current product flow, useful views may include:

  • all conversations
  • recent conversations
  • unread conversations
  • conversations that need review
  • flagged conversations

The exact filter labels may evolve, but the main goal stays the same: prioritize the conversations that need action.

Use AI Assistance

AI in the inbox should be treated as assistance, not blind automation.

Use AI suggestions to:

  • respond faster to common questions
  • keep replies consistent
  • pull from the current knowledge setup

Before sending a reply:

  • read the suggestion carefully
  • edit the wording if needed
  • make sure the answer fits the customer’s situation

Handle Human Handoff

Some conversations should be handled by a person instead of the bot.

Typical handoff triggers include:

  • the customer asks for a person
  • the request is sensitive or complex
  • the AI does not have enough confidence
  • the issue needs specialist attention

When a conversation needs human support, the operator should:

  • open the conversation
  • review the full context
  • take over the thread
  • continue the response as a person

Best Practices

  • review suggested replies before sending
  • monitor flagged or escalated conversations regularly
  • use the thread history before responding
  • keep human handoff decisions consistent across the team
  • use repeated issues as feedback for bot and knowledge improvements

Common Issues

AI suggestions are missing

Check:

  • WhatsApp connection status
  • knowledge content availability
  • bot configuration quality

Too many conversations need human review

Review:

  • handoff rules
  • confidence thresholds
  • knowledge gaps
  • prompt and bot setup quality

Conversation context looks incomplete

Check:

  • the current conversation view
  • history loading
  • whether filters are hiding older context

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