Chats
The Chats tab in your app is your WhatsApp inbox, with the same structure and gestures as WhatsApp Web and Atenta's own look. On desktop it's three columns (list, thread, customer profile); on the phone, list and full-screen chat.
The list
- Filters: all, needs you, you're in charge, unread, orders, resolved, archived.
- Global search: searches the messages of all your conversations.
- Each row shows who's writing, the last message, when, and its status. The ones that need you have an amber background: Atenta handed something over to a person.
- Pin, archive, mute and assign to someone on your team, right from the row.
The thread
- Customer messages on the left; Atenta's with a cobalt border; yours in amber.
- Check marks ✓ / ✓✓ / blue ✓✓ per message, like in WhatsApp: sent, delivered, read.
- Cards inside the thread when Atenta handed something over or recorded an order or an appointment, with a link to that record.
- Text, image, document, audio, video, location and templates: viewed and downloaded from the thread.
Taking over
With "I'll take it from here" you take the conversation: Atenta goes quiet in that chat and you write from the composer. With "Hand back to Atenta" you let it go. While you're in charge, the row says "You're in charge".
Writing
- Quick replies: type
/and pick one; you edit them in Settings → Team and quick replies. - Internal note: saved in the thread, not sent to the customer.
- Outside the 24-hour window WhatsApp only lets you send an approved template: the composer tells you and lets you pick one.
- Attach an image or document when your Atenta has the file channel enabled.
- In test mode you can only write to your test numbers; the app explains it below the thread.
Correcting Atenta from the chat
If Atenta didn't know something, the proposed patch appears in the thread ("this is how to answer that"). Accepting it puts it into your base's draft; then you approve it from Base. That's how Atenta learns without you rewriting anything.
The side profile
On desktop, to the right of the thread, is the customer's profile: name and nickname, phone numbers, addresses, preferences and allergies, tags, notes, purchases and follow-ups. You edit it right there. It's the same profile as in Customers.
Test before switching on
In Chats → Test you talk to your Atenta as if you were a customer, with your current base, without spending WhatsApp messages. It's the place to check how it answers before approving a change.