Chats Overview
What it is
Chats is the shared inbox for all customer conversations connected to your Botconsole bots. Messages from different channels land in one place so your team can reply without jumping between Telegram, the website widget, WhatsApp, Instagram, email, or SMS.
Open it at Account → Chats (/app/chats).
How it helps with many channels
| Without Chats | With Chats |
|---|---|
| Each messenger has its own app and history | One queue for every connected platform |
| Hard to hand work from the bot to a human | Bot and manager share the same thread |
| Context is scattered | Contact card, payments, notes next to the chat |
Typical flow:
- The constructor answers the user automatically.
- When a person is needed, a manager opens the dialog, can disable the constructor, and continues the conversation.
- When finished, the chat is closed or returned to the bot.
Channel limits still apply. For example, WhatsApp has a 24-hour window; SMS is text-only. See the Channels docs for each connection.
Who uses Chats
- Account owner — full access: chats, managers, settings, folders.
- Support managers — invited users who mainly work in Chats (and their profile). Their rights can be limited (reply only, no ban, etc.).
Screen layout
The page is split into four areas:
- Folders — system and custom queues
- Conversation list — dialogs matching filters
- Conversation window — messages and composer
- CRM panel — contact profile and activity (history, payments, notes…)
Related articles
- Chat Managers — team, online status, tariff limits
- Chat Filters and Settings
- Chat Folders
- Conversation List
- Conversation Window
- Contact Profile
- Chat Activity and CRM