The inbox
Every customer message from WhatsApp, Messenger, Instagram and your website chat in one place, with a clear view of who is replying to whom.
Conversations is where you follow everything the AI agent says to your customers, and where you step in whenever you want. New messages show up instantly, no need to refresh.
Open ConversationsWho can see conversations?
Owners and managers only. A Lead moderator doesn't see the Conversations page at all; their work starts in Leads once a customer is qualified.
How the page is laid out
- The list on the side: every conversation, sorted by the latest message.
- The conversation: pick one to read the full thread, with the reply box underneath. On large screens a Details panel sits next to it (customer info, lead, AI summary, assignment and priority).
Each row in the list shows:
| Part | What it tells you |
|---|---|
| Avatar with a small badge | The customer's name; the badge is the channel (WhatsApp, Messenger, Instagram, Website) |
| Last message | With an icon when the last reply came from the AI agent or a teammate |
| Coloured number | Unread messages; the name also turns bold |
| Dot and status | The conversation status (below) |
| High or Urgent in red | Priority. The AI raises it on its own when it hands over or finds a hot lead |
Conversation statuses
| Status | What it means | Who replies? |
|---|---|---|
| AI agent | The AI is handling the customer | The AI agent |
| Needs you | The AI handed the chat to your team, or the customer is qualified and waiting for a consultant | Someone on your team (details) |
| With team (or "With" a teammate's name) | A teammate took over | That teammate; the AI is paused |
| Closed | Done | Nobody. If the customer writes again, it reopens with the AI in charge |
At the top of an open conversation you'll also see AI is replying or AI is paused, so you always know who has the conversation right now.
Filters and search
Tabs above the list, each with a count:
- All
- Needs you: start your day here.
- With AI
- With team
- Assigned to me: open conversations assigned to you.
- Closed
Below them:
- Search: by customer name, phone or any word in the last message.
- Channel: All channels or a single one, for example WhatsApp only.
Tip
Make one person responsible for checking Needs you throughout the day. The red number next to Conversations in the sidebar counts exactly those chats.
Inside a conversation
- Customer messages sit on one side; AI and team replies on the other.
- AI replies have their own colour and the label "AI agent". On desktop you also see which tools it used (for example, searching your packages).
- Internal notes are yellow and invisible to the customer (notes and assignment).
- Grey system lines record what happened, like "a teammate took over" or "conversation closed".
- If a message didn't reach the customer, a red marker appears under it (the 24-hour window).
Opening a conversation marks its new messages as read.
Closing and reopening
From the ⋮ menu at the top of the conversation:
- Close conversation: when the topic is done. The AI stops and the chat moves to Closed.
- Reopen: brings it back to your team.
If the customer sends a new message to a closed conversation, it reopens on its own and the AI agent answers again.
On your phone
- The list takes the full screen; opening a conversation takes the full screen too, with a back arrow at the top.
- The Details button at the top opens the customer, lead and summary in a bottom sheet.
- To get alerts while Flyby is closed, install the app and turn on notifications.
No conversations yet?
As soon as a customer messages you on a connected channel, it shows up here. Until your channels are connected, try it yourself with Try the agent as a customer, shown when no conversation is open. See Test your agent and Channels.