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Your agent replies on its own, but you are going to want to look. And every now and then you are going to want to step in yourself: the customer asks for something odd, a discount has to be agreed, or you simply prefer to close it in your own words. That is done in the inbox, and this guide is the full walkthrough, click by click. The dashboard interface is in Spanish, so buttons and labels are named here as you will see them on screen, with the English in parentheses the first time.
Where it is. Go into the dashboard at optimind.darkfunnels.ai. In the left-hand menu open Ventas (Sales), choose your funnel in the selector that appears just underneath and, under EMBUDO (Funnel), press Conversaciones (Conversations).The screen that opens is not titled «Conversaciones»: it is titled «Centro de mensajería» (Messaging center). It is the same one. Do not go looking for it twice. On the phone, the bottom bar shows it shortened as Chats.
There is one inbox per funnel, not one for the business. The list you see is the one for the funnel you have selected at the top of the menu. If you have two salespeople, switching funnels switches inbox. If you have not created a funnel yet, the menu entry appears switched off.

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The three zones of the screen

On a computer screen you start out seeing two, not three:
Centro de mensajería (Messaging center) with five conversations in the list, the Esperando respuesta, Conversiones and País filters, and the «Selecciona un chat para comenzar» notice instead of an open chat

The inbox with conversations: on the left, the search box, the «Esperando respuesta» (Waiting for a reply), «Conversiones» (Conversions) and «País» (Country) filters, and the list with each chat's chapter and the «Manual» mark where the autopilot is off. Until you open a chat, the rest of the screen says «Selecciona un chat para comenzar» (Select a chat to start).

Until you open a conversation, the center says «Selecciona un chat para comenzar» (Select a chat to start). If your WhatsApp is not connected yet, the center may show the QR code or a connection notice instead of the conversation: that is not an inbox error, it is that you still have to connect your WhatsApp.
If your funnel is paused, the inbox lets you switch it on right there. The list looks dimmed and its rows do not open when you press them (if it is empty, it says «Elige un canal para conectarte.» — Choose a channel to connect.). The center shows the channel card with the notice «Este embudo está en pausa: no puede conectar su WhatsApp y su agente no responde a nadie.» (This funnel is paused: it cannot connect its WhatsApp and its agent does not reply to anyone.) and the Activar embudo (Activate funnel) button. If your free trial has ended, instead of that button you will see Ver planes (See plans).
The button that opens the customer’s record is called «Menú» (Menu). The name is no help at all, so make a note of it. When the chat header gets narrow (a small window, or the record open beside it), that button moves into the header’s three-dot menu, with the same name. In that mode the autopilot switch loses its label: it is the one at the far right.Its tabs come out in this order: Ficha (Record), Manual (Playbook), Órdenes (Orders) (only if you have that app switched on), Librería (Library) and Citas (Appointments) (only if you have Calendario — Calendar — switched on). If you do not see one of those two, nothing is missing: it is that that app is not switched on in your account.If that customer has scheduled reminders, a bell with a number appears next to Menú (with a narrow header, it goes in the three-dot menu as Recordatorios — Reminders). It takes you straight to the Recordatorios section of their record.
If the browser window is 1280 px wide or less, opening the record COVERS the conversation. Small laptop or tablet: you press Menú, the record appears and the chat seems to have vanished. It has not gone; it comes back when you close the record. Below 768 px (the phone) you will see one zone at a time, full screen.And there is one case that throws people: in a wider window, with the copilot open as a column, the window still measures the same, so the record does not replace the chat — it squashes it. If everything looks cramped, close the copilot.
The columns can be widened: between the list and the chat, and between the chat and the record, there are dividers you can drag («Arrastra para ajustar el ancho · doble clic para restablecer» — Drag to adjust the width · double-click to reset). The chat does not go below 380 px and the list does not go below 300 px, however hard you push.
Two buttons in the list header do not do what they look like. Read this before pressing them, because neither of the two asks for confirmation.
  • «Cerrar sesión» (Log out), in the list’s three-dot menu, does not take you out of the dashboard: it disconnects your funnel’s WhatsApp. Afterwards you will have to scan the QR code again.
  • The circular arrow next to it restarts the funnel’s WhatsApp session (it warns «Reiniciando sesión…» — Restarting session…).
Only whoever administers your organization can use them. If that is not you, the app tells you so with a notice and the line stays as it was.The two appear once WhatsApp is connected: while the connection is missing, up there you will see the QR code icon in their place. With the funnel paused, or if that funnel has no WhatsApp line, none of them appears.To leave the dashboard do not use this screen: it is your account menu, in the top bar, where it also says Cerrar sesión.
A third button can appear in that same header, Seleccionar (Select). It is the door to Responder con IA (Reply with AI).

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What each row is telling you

Without opening anything, a row in the list gives you this:
The «Manual» mark is your to-do list of chats handled by hand. If you switch the autopilot off in five chats and go off to lunch, when you come back you recognize them at a glance, without opening them one by one. It updates itself, also when the autopilot is switched off by a colleague or by the agent itself (when the customer asks to speak to a person, gets angry or your playbook tells it to). And if you want the whole list, in Clientes you can filter by Piloto automático → Apagado (operador) (Off (operator)).
The chapter chip is also a color picker. Press it and a palette opens. Careful: the color belongs to the chapter, not to that conversation — changing it changes it on every row that is in that chapter, and in Clientes too.
The inbox does not count the messages you have left to read. There is no unread counter and no reliable «new» mark: a row’s icon turns blue when you press that conversation, and only until you reload the page or change the search, the filters or the sort order. It is not a fault you can fix; that is how it is.What does help you not leave anyone without a reply: the Esperando respuesta (Waiting for a reply) view (you will see it in the next section), the red undelivered-messages notice and the browser notifications explained further down.

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Searching and filtering

The search box is called Buscar (Search) and it finds by phone number, by customer name and by their WhatsApp username. You can paste the number exactly as WhatsApp shows it to you, with spaces and with the +51 in front.
The search box does not search inside the messages. Typing «yape» does not bring you the chats where someone said «yape». (While you type a row may appear for an instant, if that word is in the preview of something already loaded, and it goes as soon as the answer arrives: that confuses more than it helps.)To find something said inside a conversation, ask the dashboard’s copilot: it does know how to read the messages.
Under the title there are two lines. The top one is for searching, filtering and sorting; the bottom one, for the views you switch on with a tap. On the top line, next to the Buscar box, there are two square buttons:
  • Filtros (Filters, the funnel) — opens, right there and without covering the list, a panel with Capítulo (Chapter), Etiqueta (Tag) (only if you have already created tags) and Costo de IA desde (AI cost from) (in US$). With filters set, the button shows how many there are.
  • The sort order — opens a menu with Más reciente (Most recent), Costo de IA: más caro primero (AI cost: most expensive first) and Costo de IA: más barato primero (AI cost: cheapest first). With the default order the button is just an icon; with either of the other two, it says Más caro (Most expensive) or Más barato (Cheapest), so that you know why the list is in that order.
On the bottom line are the views. They switch on and off with a tap, and they can be combined (for example, Esperando respuesta among the customers who already bought): As soon as you narrow the list down, a last line appears: one chip per filter from the panel (they are removed one by one with their X), the count of conversaciones (conversations) left and the Limpiar (Clear) button, which removes the filters, the views and the country (the search and the sort order stay as they were). If the narrowing leaves the list empty, it tells you so and offers you Quitar los filtros (Remove the filters).
Bookmark your working view. The text you searched for, the filters, the views, the country and the sort order are written into the page address: reloading does not lose them, and you can pass that link to a colleague so that they open the list with that same narrowing set. A specific conversation can be shared too: open it and copy the address.
The list brings 25 conversations and asks for more as you scroll down. Every search, every filter and every view start again from the top, because they are resolved by the server and not by the browser.

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Reply with AI to customers left waiting

Sometimes customers without a reply pile up: your WhatsApp was disconnected for a while and, when you link it again, their messages appear in the inbox, but normally the agent does not answer them on its own. «Responder con IA» (Reply with AI) asks the AI to answer the ones you choose, one by one. The window itself sums it up like this: «La IA lee lo último que te escribió cada cliente y le responde, con una disculpa breve por la demora. Si ya no tiene sentido responder, no le escribe.» (The AI reads the last thing each customer wrote to you and replies, with a brief apology for the delay. If replying no longer makes sense, it does not write to them.)
If you do not see the «Seleccionar» button above the list, it is not available in your account yet, or your funnel is paused, or that funnel has no WhatsApp line. Without a line, the AI has no way to answer.
1

Switch on «Esperando respuesta» (Waiting for a reply)

It is not compulsory, but it is the most convenient: the list is left with only the customers nobody answered.
2

Press «Seleccionar» (Select) and tick the conversations

The button is at the top, next to the Centro de mensajería title. Each row gets a checkbox: one click ticks it and another unticks it. At the bottom a bar appears with N elegidas (N chosen), Elegir todas (Choose all), Cancelar (Cancel) and Responder con IA.Elegir todas asks the server, not just the 25 rows you see, and brings the ones the AI can answer within the narrowing you have set. It leaves out the ones with the autopilot off and the conversations with no activity in the last 7 days.The ceiling is 100 conversations per batch. If you try to tick one more, the app warns you: «Puedes elegir hasta 100 conversaciones por tanda» (You can choose up to 100 conversations per batch).
3

Press «Responder con IA» and check the preview

A window titled Responder con IA opens with two blocks:
  • Les responderá a N (It will reply to N) — each customer with the last thing they wrote to you and how long ago. They all come ticked: untick any you do not want, for example a personal chat that slipped in.
  • Se saltan N (N skipped) — the ones the AI is not going to touch, grouped by reason. The reasons are explained just below these steps.
At the bottom it tells you the pace: it goes one per minute, and only from 8:00 to 21:00 in your funnel’s local time. Whatever falls outside those hours goes out the next day from 8:00.
4

Press «Responder a N» (Reply to N) and accept the warning

Before it starts, the Antes de responder (Before replying) step appears, with a warning about WhatsApp: a number that writes to many people in a row can be banned, even if the AI goes slowly.To go on you have to tick the box «Entiendo que al hacer esto mi número puede ser baneado.» (I understand that by doing this my number may be banned.). Underneath it reads «Queda registrado quién lo aceptó y cuándo.» (Who accepted it and when is recorded.) The warning is asked for in every batch. Then press Sí, responder a N (Yes, reply to N).
5

Follow the progress over the list

Below the filters a strip appears that keeps telling you how many it has done, how many it actually wrote to and at what time the next one goes out. It has a Cancelar button, which asks you to confirm with Cancelar las que faltan (Cancel the remaining ones): what has already been sent is not touched.When it finishes, the strip says something like «Listo: la IA le escribió a 8 de 10 · 2 no necesitaban respuesta» (Done: the AI wrote to 8 of 10 · 2 did not need a reply). It closes with its X.
One batch at a time per company. If another person on your team (or you yourself) already started one, the window says so and does not let you start another until it finishes or you cancel it.If your line reaches its daily ceiling of automatic messages, what is left of the batch goes out the next day from 8:00.
Use it only with customers who are really waiting for your reply. The AI goes one per minute and only answers whoever wrote to you, but that does not remove the risk of a ban. And every reply is an AI turn: it uses up balance like any other.

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Taking over the conversation yourself

This is the part of the whole screen people look for most. There are four steps, and the first one is the one not to skip.
1

Switch off that conversation's «Piloto automático» (Autopilot)

At the top right of the chat header there is a switch called Piloto automático (Autopilot). Switch it off. If the header is narrow, the switch appears without its label: it is the one at the far right.Switching it off does two things: the agent stops replying in that conversation (the rest carry on the same) and, on top of that, it cancels the replies it already had queued for that customer. If the agent was about to fire off three messages, they do not go out. In the list, that row gets the Manual mark.
2

If you have not read the chat, ask for the «Lectura de la IA» (AI read)

With the autopilot off, a Lectura de la IA (AI read) button appears above the writing box. It sums the conversation up for you in up to four lines — Situación (Situation), Quiere (Wants), Lo frena (What holds them back) and Siguiente jugada (Next move); the ones that come out empty are not drawn, so sometimes you will see fewer than four.It only informs: it does not send anything to the customer or change anything. Every time you press it the AI is asked, so it uses up a little balance.
3

Write to them yourself

At the bottom you have the Escribe un mensaje (Type a message) box. Enter sends and Shift+Enter makes a line break — remember it, or you will send half a message. What you write goes out over WhatsApp for real, from your funnel’s number.
4

Hand it back to the agent

Switch Piloto automático on again. Before switching it on, the system saves a summary of what you agreed by hand so that the agent can read it, and it confirms it with a notice: «Acta de traspaso guardada para la IA» (Handover note saved for the AI). If that save fails, it warns you that the AI will not see those agreements. If there was nothing to note down, it says nothing. That is why the switch sometimes takes a few seconds: meanwhile a spinner turns next to it and the label says «Cambiando…» (Changing…) (with a narrow header, you will only see the spinner).
Writing from the dashboard does NOT switch the autopilot off. If you write here without touching the switch, the agent carries on replying in that same conversation and the customer sees two voices talking over each other. First you switch it off, then you write. (From your own WhatsApp things are different: that is the trick just below.)
When you hand it back, the agent does not reply to what arrived while you were handling it. It stays quiet on purpose until the customer writes again. It is a behavior rule, not a breakdown: if you expect a reply from it as soon as you flip the switch, you will be waiting a long time. If you want the AI to answer someone who was left waiting, use Responder con IA.
You can do the same thing without going into the dashboard, from your own WhatsApp. If you write to the customer from the salesperson’s phone and repeat the first word of the message — «ok ok, mañana te lo confirmo» (ok ok, I’ll confirm it tomorrow), «para para, eso ya está pagado» (wait wait, that is already paid) — the autopilot for that conversation switches off. The same gesture switches it back on, and when you hand it back the handover note is generated all the same. It does not work if the message carries an attachment, such as a photo or a video.Careful, because it fires with ordinary phrases: «no no, mira…» (no no, look…), «ya ya» (yeah yeah) or «ja ja» (ha ha) count too. If you write to the customer like that without meaning to, check how the autopilot was left.

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Two things people get confused about

Piloto automático acts on one customer. To switch off the whole funnel — all its conversations — the switch is in Inicio (Home), on the funnel’s card, and it shows Activo (Active) or Pausado (Paused).To switch it back on you do not have to leave here: with the funnel paused, the center of the inbox shows the channel card with the Activar embudo (Activate funnel) button (or Ver planes, if your trial has ended).
Piloto automático is in the chat header and also inside the Ficha (Record) tab. It is the same one, seen from two places: if you switch it off in one, it appears off in the other. One small difference: if the handover note fails when you switch it on from the Ficha, it does not warn you there.

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The two buttons that are not “send”

Next to the writing box there are two buttons that look like a second send button and are not: The robot one is for a very specific case: the customer sent a voice note or something the agent did not understand, and you write it out in plain words so that it can reply.
If the little spark button «disappears», it is not broken: it is that the autopilot is on, or that your WhatsApp is not connected. And suggesting is not sending: nothing goes out until you press send.The robot one does not guarantee a reply either. If that conversation’s autopilot is off or you have run out of balance, your text goes into the thread all the same but the AI does not reply, and the app tells you which of the two is happening. If the AI does not reply for some other reason, the app tells you it could not work out why and offers you the Ir a Canales (Go to Channels) link, so that you check that the funnel is active and that its WhatsApp is still connected.

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Correcting or deleting a message already sent

In each bubble’s menu you have Modificar mensaje (Edit message) and Eliminar mensaje (Delete message).
  • Only the bubbles on your side can be touched: yours and also the ones the AI wrote. What the customer said cannot be touched.
  • Modificar is only for text and only within the 15 minutes WhatsApp allows. After that the menu stops offering it; it is not broken. The corrected message is marked as Editado (Edited), and the customer sees it that way too.
  • Eliminar asks you to confirm: «Se eliminará también en el WhatsApp del cliente y no se puede deshacer.» (It will also be deleted in the customer’s WhatsApp and cannot be undone.)
That same menu brings Preguntar al copiloto (Ask the copilot) (it opens the copilot with that message as context, and it works on the customer’s messages too) and, on the agent’s bubbles, Ver información (View information), which opens the diagnostics for that turn. To quote a message in your reply, use the arrow that appears next to the bubble (Responder — Reply).

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The customer’s record

The Ficha (Record) tab of the right-hand panel is exactly the same record you see in Clientes (Customers). From top to bottom it brings: the chapter and the autopilot, Etiquetas (Tags), Notas internas (Internal notes), Datos capturados (Captured data), Conversiones (Conversions), Referidos (Referrals) (only if that customer has any), Recordatorios (Reminders), Acciones programadas (Scheduled actions), Recorrido (Journey) (only if that conversation has already changed chapter at some point), Dar de baja (Unsubscribe) and Borrar datos (Delete data).
A customer's record (Ficha) with the chapter «Capítulo 3: Precio y objeciones», the Piloto automático switch, the tags with VIP ticked, the Notas internas with one saved note and the Datos capturados Nombre, Distrito and Producto de interés

A customer's record, opened here from Clientes (Customers): the chapter and the autopilot, the tags, the internal notes with one saved note and the start of Datos capturados (Captured data). It is the same record as in the inbox.

The record belongs to this funnel. If the same number also writes to another of your funnels, over there it has another record, with its own notes, data and tags. That is why a note you wrote in one funnel does not appear in the other.

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«Datos capturados» (captured data): what the agent knows about that customer

It is where the agent’s variables live — the name, the city, the product they asked for, whatever you have defined — and they can be corrected by hand. One click on the value and you type. Nothing is saved until you press Guardar (Save). As soon as you touch something a bar appears at the bottom with the counter of N cambios sin guardar (N unsaved changes), two arrows to undo and redo, and the Cancelar (Cancel) and Guardar buttons. If you close the panel with unsaved changes, the app asks you before throwing them away. Underneath, a separate block can appear, Los escribe el sistema (Written by the system), with a padlock: they are data you cannot edit — the channel, the country, the time of the last message, the tokens and the description of the profile photo. If your agent does not have variables yet, the section says «El agente aún no tiene variables.» (The agent does not have variables yet.)

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«Notas internas» (internal notes): teaching it an exception for a single customer

It is one of the most useful levers on this screen, and it is easy to overlook. What you write there is read by the agent and overrides the playbook for that customer, without touching everyone else’s script. It is saved with Guardar nota (Save note).
“I already promised this customer free shipping to Trujillo.” “They are a wholesaler: list prices do not apply to them, quote from 20 units.”
Two limits worth knowing: the agent reads the five most recent notes and trims each one to around 300 characters. The handover note that is saved when you hand the conversation back to the agent also counts as one of those notes (only the latest one is kept). Write them short and delete the old ones.
The agent is expressly asked not to mention or quote these notes to the customer. But that is an instruction, not a system lock: do not write anything there that you could not bear to see reworded in a chat. Internal costs and margins do not go here.

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«Conversiones» (conversions): what they already bought

Here is what that customer bought, hired, booked or left as a lead (each one is a Venta (Sale), a Servicio (Service), a Cita (Appointment) or a Lead). You can note it down by hand — type, amount and currency — and press Registrar (Record). Or press Registrar conversión (Record conversion) first: the AI reads the conversation and leaves the form filled in for you; you check it and press Registrar. Nothing is recorded until that last click. How an order carries on afterwards is in Orders and metrics.

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Unsubscribing and deleting data

«Borrar datos de usuario» (Delete user data) has no way back. It deletes everything about that customer in this funnel — their conversations, their messages and their record — and the conversation disappears from the inbox. If the same number also writes to another of your funnels, what belongs to that other funnel is not touched. And if they were unsubscribed, the unsubscription stays.«Dar de baja al contacto» (Unsubscribe the contact) can be reversed. While they are unsubscribed neither the agent’s messages nor the ones you write from the dashboard reach them, in any of your company’s funnels. It explains a lot of «I write to them and nothing reaches them». The record announces it at the very top with the Contacto dado de baja (Contact unsubscribed) card and a Reactivar contacto (Reactivate contact) button.Anyone on your team can unsubscribe a contact. Reactivating is only for whoever administers your organization: everyone else is told by the app that they do not have that permission.

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Sending a file to the customer

You have two sources and there is no need for detours: you do not need to download anything in order to upload it again. From the Library, without leaving the chat. Open the right-hand panel and go to the Librería (Library) tab. It has its own search box, an icon or list view and sorting by name or by the most recently uploaded. If you have files of both types, they come out in two groups: Enviables por el agente (Sendable by the agent) and Resto de la librería (Rest of the library) — because you, by hand, can send any file, not only the ones the agent is allowed to send on its own. With the whole library in a single group you will not see those headings. From there the file goes out in three ways: by dragging it onto the conversation, with the round send button on each file, or by opening the preview and pressing Enviar al chat (Send to the chat). All of this is switched off if WhatsApp is not connected.
You have 5 seconds to change your mind. When you send a file from the Library a notice appears with Deshacer (Undo): within that window the message has not gone out yet and canceling it really does cancel it — an accidental drag onto a real customer cannot be undone in WhatsApp.The trap: if you switch conversations within those 5 seconds, the file goes out immediately. Stay still until the notice goes away.
From your computer. The clip opens a menu with Imagen (Image), Video and Documento (Document); you can also drag a file from the desktop onto the conversation. And the microphone records a voice note — if it did not pick up any sound, the note is not sent and the app tells you so. How files are prepared, what formats get in and why the agent sends one and not another is in The file Library.

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When a message does not arrive

There are two signals, and they do not cover the same thing:
  1. On the bubble: where the double check would go, a «!» appears. Leave the cursor over it and the reason comes out in words, for example «No enviado: el canal llegó a su tope de mensajes por hora; se reintenta solo» (Not sent: the channel reached its hourly message ceiling; it retries on its own), «No enviado: pasaron más de 24 h desde el último mensaje del cliente» (Not sent: more than 24 h have passed since the customer’s last message) or «No enviado: el cliente pidió no recibir mensajes» (Not sent: the customer asked not to receive messages).
  2. In the list: the red ⚠ N sin entregar (N undelivered) label. It counts the sends that your line’s safety limits stopped, the ones that keep WhatsApp from blocking your number. It switches itself off as soon as a message to that customer goes out fine again, and it can also be closed with the X: it comes back if another message is blocked.
A message can fail without lighting up the red label. If the failure was of another kind — for example, «el servicio de WhatsApp no respondió a tiempo» (the WhatsApp service did not respond in time) — you will only see it on the bubble, with the «!». That is why it is worth opening the conversation when something does not add up, instead of relying on the list alone.
So what do you do? Read the sentence on the «!»: the per-minute, per-hour or per-day ceilings retry on their own, and the text itself tells you so. For the rest, write to them again a while later or rescue that conversation from the phone. If it happens to you often, write to support and copy that sentence for them as-is. If a code in parentheses ever comes up, like «No enviado (…)», copy it too: it is what says which of the brakes tripped.
If the agent cannot manage to reply to a customer, you find out. With browser notifications switched on you get «⚠️ Tu agente no pudo responder a…» (Your agent could not reply to…) while it retries on its own. If the retry also fails, the notice goes out over WhatsApp to the numbers you have set in Alertas de error (Error alerts), in Funnel settings.

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When the list is empty

Centro de mensajería (Messaging center) with no conversations, showing the link to the test chat and the form for creating a chat

The inbox of a funnel with no conversations: the link to the test chat at the top and, below, the form for writing first yourself to a number.

That block appears when the list is left empty: when you open a funnel that does not have conversations yet, or after searching for a number and not finding it. In the inbox, it is the door to start a new conversation: there is no «new conversation» button anywhere else on this screen.
In that block there are two things together that do the opposite, and they are a centimeter apart. Read them before you press:
  • The link «Pruébalo en el chat de prueba» (Try it in the test chat) — nothing goes out over WhatsApp (if you have Slack connected, team notices about a sale or a handover can still arrive there).
  • The Crear chat (Create chat) form — your agent writes to that number over WhatsApp for real. The screen itself warns you underneath the button: «Tu agente le escribirá por WhatsApp de verdad a ese número.» (Your agent will write to that number over WhatsApp for real.)

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Writing first yourself to a new number

1

Search for the number in «Buscar» (Search)

If that conversation does not exist, the list is left empty and the block appears. With a filter or a view set it does not appear: instead, the list offers you Quitar los filtros. Remove them and repeat.
2

Check the form

If what you searched for had 8 digits or more, the phone number already comes copied into Número de WhatsApp del cliente (Customer’s WhatsApp number). Searching by name does not copy anything. Write the Primer mensaje del cliente (Customer’s first message) — the text the conversation starts with, as if they had sent it — and choose the chapter you want it to start from.Look at the line that says «Se enviará a …» (Will be sent to …) underneath the number. It puts Peru’s 51 in front of 9-digit numbers: if your customer is from another country, write their number with the code in front or you will be writing to some random Peruvian.
3

Press «Crear chat» (Create chat)

The agent writes to that number over WhatsApp. Use it with customers who have written to you at some point, not with bought lists.

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The test chat: testing without bothering anyone

Press «Pruébalo en el chat de prueba» and a window titled Chat de prueba (Test chat) opens, with the reminder at the very top: «Chat de prueba — nada sale por WhatsApp. Escribe como si fueras el cliente.» (Test chat — nothing goes out over WhatsApp. Write as if you were the customer.) You write at the bottom, as if you were a customer, and the agent replies right there. You will see an escribiendo… (typing…) while it thinks (a normal turn takes around 20 seconds). There is a Reiniciar (Restart) button that clears that test thread and starts it from scratch, and Cerrar (Close) to leave. It is text-only: if the agent sends a photo or a PDF, you will see a text in its place, not the image.
Test conversations do not dirty your numbers. They do not appear in the chat list, they do not count in Resultados (Results) and they do not tick «Ten tu primera conversación» (Have your first conversation) in the Pon tu empresa a operar (Get your business running) list on Inicio (Home). That milestone waits for a real conversation, with a real customer.
It does use up balance, because the agent thinks just the same as in a real conversation. So that you can try it before connecting your WhatsApp, your account is born with the US$ 10 welcome credit advanced at sign-up. It is spelled out in Pricing.

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If something does not work

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Shortcuts and details that save time

No. The list, the open chat and the record re-read themselves every 5 seconds. Count on those seconds of delay: it is not instant like WhatsApp Web. While the tab is in the background the refresh stops, and it asks for data again as soon as you come back to it.
Yes, but not for every new message. Notifications are switched on from the bell in the top bar and they cover five situations:
  • a conversation with the autopilot off that has been waiting for a reply for around 2 hours;
  • your agent could not reply to a customer (it is retrying);
  • your first conversation;
  • your first sale;
  • the WhatsApp channel going down.
If a conversation has someone assigned, its notifications (the 2-hour one and the failure one) go to that person. If they do not have notifications switched on, they go to the rest of the team with access to Ventas. The ones for the first conversation, the first sale and the channel going down go to the whole team with access to Ventas.The browser permissions are needed. On iPhone they only work if you have installed the dashboard on the home screen. Do not leave the dashboard closed waiting for a beep for every customer: that net is a long-wait one.
The thread opens with the most recent messages. At the start of the conversation there is a Ver mensajes anteriores (See earlier messages) button. Nothing has been lost.
In the chat header there is a selector with that conversation’s chapter. Changing it moves the customer to the point in the script you choose.
In the chat header’s three-dot menu there is «Asignar a …» (Assign to …) (and «Quitar dueño» (Remove owner) when there is already one). The owner appears in the header as «· atiende Fulano» (· handled by So-and-so), and the browser notifications for that conversation go to them (if they do not have notifications switched on, they go to the rest of the team).It is a notice, not a lock: it does not stop someone else from replying to that chat. If your team’s list fails to load, the option does not appear.
It is started from the Cola (Queue) view in Clientes: when you attend to someone and open their conversation, the inbox draws its own bar above the chat, with a stopwatch, Siguiente → (Next →) to move on to the next one without going back to the list and Piloto ON (Autopilot ON) to hand that customer back to the AI. When it finishes it says «N clientes atendidos · cola limpia» (N customers handled · queue clear) and takes you back to Clientes. On a computer, the N key moves to the next one.
It separates by days (Hoy (Today), Ayer (Yesterday), the date), puts in a divider when the conversation changes chapter, marks the bubbles a person wrote rather than the AI, and shows in a small line the tools the agent used. If you have the Órdenes (Orders) app, it also draws the state of the payment proof when the customer sends a screenshot of their payment.

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The same thing, from your assistant

This section is optional and only applies if you connected Claude, ChatGPT or Codex to your business. If you work in the dashboard, you are already done.
Reading conversations travels on the default connection: if you have already connected, with the base address or with the dashboard’s one, you can ask it for an audit of your chats without switching anything else on. Copy and paste:
The 2 that did buy are not surplus: the contrast between a won chat and a lost one teaches more than ten failures in a row.

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The rubric: six ways to lose a sale

Ask it to mark which ones are present, with the quote and the chat where it saw it. Almost all of them are fixed in the sales playbook, not chat by chat.

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What is worth knowing before you ask for it

  • By default, the customer’s phone number reaches it masked (51•••••4321), on purpose: your customers did not consent to anything with the AI provider. It hardly gets in the way of operating. If you need the full number, it is explained in The connection URL.
  • There is no date filter and no search inside the threads. “Yesterday’s” is something your assistant resolves by looking at the times.
  • Long threads arrive in pages, with a warning, and keeping the most recent part.
  • Replying depends on your URL. With the base address and nothing else, your assistant reads the chats, but sending a real WhatsApp to the customer or switching off a conversation’s autopilot is not included. The dashboard link (?features=all), which is the one in the quickstarts, does bring it. And a list of functions in the URL replaces the default set instead of extending it: name them all.
  • Your customers’ text reaches it marked as data, not as orders. If a chat brings instructions addressed to your assistant, that is a finding of the audit, not an order it has to carry out.
The details of the connection are in The connection URL and in Security.

The file Library

The files that are sent from the chat: formats, permissions and why sometimes they do not arrive.

The sales playbook

Where the cause of whatever you see wrong in the chats gets fixed.

Frequently asked questions

Starting with “my agent did not reply to a customer”.
Last modified on October 19, 2026