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The Conversations inbox combines WhatsApp, Instagram, Messenger, and Webchat threads in one operational view. Conversations inbox

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Understand conversation states

Visito tracks several independent signals on each conversation. Use the signal that matches the work you need to do.
Opening a conversation only clears its unread state. It does not resolve a handoff, complete an internal review, clear Needs reply, or change the owner.

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Use inbox views

  • All - all conversations matching the current filters.
  • Needs reply - conversations waiting for an operator response.
  • Handoff - conversations escalated by the AI for human action.
An internal review is not the same as a handoff. Review requests appear with an Internal review badge and can also surface in the Home attention queue.

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Search and filters

Search contacts by name or identifier. Open Filters to narrow by:
  • Channel
  • Owner, including Mine
  • Conversation status: Active, Blocked, Archived, or Any
  • Response mode: AI or Manual. Frozen conversations appear under Manual with a timer
  • Actions such as availability checks, quotes, checkout creation, and human support requests
Filters remain in the page URL, so you can bookmark or share a focused view.

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Open a conversation

Select a row to open the conversation drawer. Conversation detail and handoff The drawer includes:
  • Full message history and date separators
  • Images, video, audio, and files when available
  • Reply references and delivery state
  • Customer information, assignment, reservations, commerce, review, and history details
  • Previous/next conversation navigation
  • Manual reply composer with file attachment
  • Handoff or needs-reply resolution controls

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Assign an owner

Use the owner selector in the conversation drawer or row actions to assign a teammate. Choose Unassigned to remove the current owner. Assignment identifies who is responsible for the whole conversation. It does not send a message, change the AI or Manual response mode, resolve attention, or change the conversation status. Use the Owner → Mine filter to focus on conversations assigned to you.

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Conversation owner vs review reviewer

These assignments are separate: A conversation can be owned by one teammate while its internal review is assigned to another. Changing the reviewer does not change the conversation owner.

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Handle an AI-to-human escalation

A handoff is a guest-facing escalation created when a Handoff Rule matches or the guest asks for a person. While it remains unresolved, Visito keeps new messages in the thread, marks the conversation for attention, and pauses AI replies.
1

Open the handoff

Open it from Home or the Handoff Conversations view. Review the handoff reason, the guest’s messages, captured details, missing fields, and working-hours context.
2

Assign responsibility

Choose a conversation owner when one teammate should carry the request through completion.
3

Take action and reply

Complete the operational task and reply to the guest when a response is needed. A manual reply does not resolve the handoff automatically.
4

Resolve the handoff

Add an optional resolution note describing the outcome, then select Resolve handoff. This closes the handoff and clears the needs-reply state created by that handoff.
Resolve the handoff only after the guest request has an owner and a clear outcome. If no guest reply is needed, record why in the resolution note.
Conversation policy actions, including response-mode and lifecycle changes, are locked while a handoff is unresolved. Resolve the handoff before changing those controls.

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If AI or Manual controls are disabled

When a handoff is open, Visito keeps the conversation under human ownership until the escalation is resolved. During that time, response-mode controls can appear disabled because the open handoff is the active policy controlling AI replies. To let the AI respond again:
  1. Finish the guest request or decide that no more operator action is needed.
  2. Add a short resolution note if useful.
  3. Select Resolve handoff.
  4. Refresh the conversation if the control still appears disabled.
After the handoff is resolved, the conversation can return to AI replies as long as no other restriction applies, such as Manual mode, Auto-Freeze, archive, or block.

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Request a manual internal review

Use an internal review when a teammate should inspect a conversation without escalating the guest or pausing the AI. Common uses include quality assurance, coaching, checking a sensitive answer, and confirming that a process was followed.
1

Mark the conversation for review

Open the conversation, find the conversation actions, and select Mark for review.
2

Add context

Enter an optional note explaining what the reviewer should check. Choose a reviewer or leave it Unassigned for a shared review queue.
3

Review the thread

The reviewer opens the conversation, reads the request details, and can reassign the review if another teammate is better suited.
4

Complete the review

Add an optional resolution note and select Mark reviewed. The review history records who requested, reassigned, and completed it.
Only one internal review can be open on a conversation. You cannot request one while a handoff is active. If a new handoff is created while a review is open, the urgent guest-facing handoff supersedes the internal review and the history records that change.
An internal review is invisible to the guest and does not pause AI replies. Use a handoff when a person must take over the guest request, and use an internal review when your team needs an operator-only check.

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Reply manually

Type a message in the composer and select Send, or press Enter. Use Shift+Enter for a new line. You can attach one supported file and reply to a specific message. Manual response mode is different from sending one manual reply. In Manual mode, Visito stores new guest messages and marks the thread as needing a reply instead of generating an AI response. Assigning an owner or reviewer does not turn on Manual mode.

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Pause AI replies with Auto-Freeze

Auto-Freeze gives an operator temporary control after sending a message. It prevents the AI from replying immediately while the teammate is still working with the guest.

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When you send from the Visito dashboard

The Auto-Freeze selector appears in the composer when the reply contains text.
1

Write the reply

Enter a text reply in the conversation composer. Auto-Freeze is On for 30 minutes by default.
2

Choose the control window

Open Auto-Freeze and select 5, 10, 15, 30, or 60 minutes. Choose Off when the AI can continue responding immediately after your message.
3

Send the message

After a successful send, Visito starts a new freeze for the selected duration. The conversation header shows Manual, the end time, and the reason for the pause.
The selected Auto-Freeze option remains in the composer until you change it. The control is sent only with replies that include text. A media-only reply does not apply Auto-Freeze. If the conversation is already frozen, sending a text reply with Auto-Freeze On starts a new timer using the selected duration. Sending with Auto-Freeze Off clears the current freeze after the reply succeeds.

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When a teammate replies from a Meta channel

Visito can also receive an outbound message echo from a connected WhatsApp, Instagram, or Messenger account. An echo tells Visito that a message was sent directly from a native Meta surface instead of the Visito dashboard. When the outbound message does not match one already sent by Visito:
  1. Visito adds the message to the conversation history as a native channel message.
  2. The existing needs-reply state is cleared because a teammate responded.
  3. Visito freezes AI replies for 30 minutes from the time of that message.
If the echo matches a message that Visito already sent, Visito treats it as a duplicate. It does not add a second message or start another freeze.
This automatic Meta freeze helps prevent the AI and a teammate working in Meta from replying at the same time. To keep human control beyond the temporary window, switch the conversation response mode to Manual.

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What happens during and after a freeze

Auto-Freeze is temporary. Manual mode remains active until a teammate changes it, and an unresolved handoff continues to suppress AI until it is resolved.

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Freeze vs Manual mode

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Resolve attention

  • For a handoff, finish the request, add an optional resolution note, and select Resolve handoff.
  • For an internal review, complete the check, add an optional resolution note, and select Mark reviewed.
  • For a needs-reply thread, select Mark done if no message is needed.
Each action clears only its own attention state. For example, Mark done does not close an internal review or resolve a handoff.

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Archive or block a conversation

Use the lifecycle action that matches your intent: Archived and blocked conversations are hidden by the default Active status filter but remain available through the status filter.
Do not use Block as a way to tidy the inbox. Blocking prevents responses, so reserve it for conversations your team intentionally does not want to engage with. Use Archive for completed work.
Lifecycle and response-mode actions are available in the conversation drawer and row actions. Available controls depend on the channel, role, and current state.
Export uses the current workspace and filter context.

Configure AI-to-human handoffs

Create handoff scenarios, collect useful guest details, and configure working hours.