# Chats

> Your app's conversation inbox: watch live, take over, internal notes, templates and team.

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](https://atenta.mx/en/docs/clientes).

## 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.