Messaging

Send and receive messages

Use Chats to handle multichannel conversations: Abiertos, Favoritos, Archivados and new conversations.

Where it is

Menu Mensajería → Chats (route /leads).

Inboxes

In the leads/chats list you have tabs:

  • Abiertos — active conversations
  • Favoritos — marked as favorites
  • Archivados — archived conversations

You can filter by search, tags, users, connections, and other criteria from the filters panel.

Multichannel

In the same lead, tickets from different channels can coexist:

  • WhatsApp Lite
  • WhatsApp Business (WABA)
  • Facebook / Instagram (Meta)
  • TikTok
  • Widget / web chat (external channels)

The lead conversation selector shows the channel and associated contact. Conversations with a downed connection are marked so you can spot them in time.

New conversation

  • From an open lead you can start Nueva conversación (WhatsApp) when the flow allows it.
  • The Nuevo Chat de WhatsApp modal asks for a contact and a WhatsApp Lite connection in connected state.

You can also archive or reopen leads from the chat / drawer actions.

Send messages

  1. Open a lead in Chats.
  2. Choose the correct ticket/channel.
  3. Type in the composer, attach files if needed, and send.

Incoming messages update the list in real time and show unread counters.