Where it is. Go into the dashboard at
optimind.darkfunnels.ai. In the left-hand menu
open Sales (Ventas), choose your agent in the selector that appears just
underneath and, under AGENT (AGENTE), press Conversations
(Conversaciones).The screen that opens is not titled “Conversations”: it is titled “Messaging
center” (“Centro de mensajería”). It is the same one. Do not go looking for
it twice.
The three zones of the screen
On a computer screen you start out seeing two, not three:The inbox of a business up and running: on the left the list of chats, with each customer's last sentence, their chapter and the time; on the right, the open conversation with its bubbles, the voice notes and the images the customer sent.
The button that opens the customer’s record is called “Menu”. The name is no
help at all, so make a note of it. In a narrow window that button hides inside
the three-dot menu in the header, with the same name.Its tabs come out in this order: Record (Ficha), Playbook (Manual),
Orders (Órdenes) (only if you have that app switched on), Library
(Librería) and Appointments (Citas) (only if you have the Calendar
switched on). If you cannot see two of them, nothing is missing: it is that
those apps are not switched on in your account.
What each row is telling you
Without opening anything, a row in the list gives you this:Searching and filtering
The search box is called Search (Buscar) 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.
Under the search box there is a single bar with three controls:
- Conversions (Conversiones) — leaves only the conversations with a sale recorded.
- Filters (Filtros) — unfolds Chapter (Capítulo), AI cost from (Costo de IA desde) and, if you have already created tags, Tag (Etiqueta).
- On the right, the sort order: Recent (Reciente), Most expensive (Más caro) or Cheapest (Más barato).
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
Turn off the «Autopilot» for that conversation
At the top right of the chat header there is a switch called Autopilot
(Piloto automático). Turn it off.Turning 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.
2
If you have not read the chat, ask for the «AI read»
With the autopilot off, an AI read (Lectura de la IA) button appears
above the writing box. It sums the conversation up for you in up to four
lines — Situation (Situación), Wants (Quiere), What is holding
them back (Lo frena) and Next move (Siguiente jugada); 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 and does not
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 Type a message (Escribe un mensaje) 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 agent’s number.
4
Hand it back to the agent
Turn Autopilot 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
to you with a notice: “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.
Two things people get confused about
Pausing a conversation is not switching the agent off
Pausing a conversation is not switching the agent off
Autopilot acts on one customer. To switch the whole salesperson off —
all their conversations — the switch is in Home (Inicio), on the agent’s
card, and it shows Active (Activo) or Paused (Pausado). It is also
switched on from Customize → Channels (Personalizar → Canales) when you
connect the number. It cannot be done from the inbox: with the agent switched
off, the list only says “Choose a channel to connect”.
The same switch comes up in two places
The same switch comes up in two places
Autopilot is in the chat header and also inside the Record
(Ficha) tab. It is the same one, seen from two places: if you turn 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 Record, it does not warn you there.
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, the agent is paused 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 the
reason.
Correcting or deleting a message already sent
In each bubble’s menu you have Edit message (Modificar mensaje) and Delete message (Eliminar mensaje).- Only the bubbles on your side can be touched: yours and also the ones the AI wrote. What the customer said cannot be touched.
- Edit is only for text and only within the 15 minutes WhatsApp allows. After that the menu stops offering it; it is not broken.
- Delete removes the message on the customer’s phone too, and it cannot be undone. The app warns you beforehand.
The customer’s record
The Record (Ficha) tab of the right-hand panel is exactly the same record you see in Customers (Clientes). From top to bottom it brings: the chapter and the autopilot, Tags (Etiquetas), Internal notes (Notas internas), Captured data (Datos capturados), the sales recorded, Reminders (Recordatorios), Scheduled actions (Acciones programadas), Journey (Recorrido) (only if that conversation has already changed chapter at some point), Unsubscribe (Dar de baja) and Delete data (Borrar datos).”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 Save. As soon as you touch something a bar appears at the bottom with the counter of N unsaved changes and the Undo (Deshacer), Redo (Rehacer), Cancel (Cancelar) and Save (Guardar) buttons. If you close the panel with unsaved changes, the app asks you before throwing them away. Underneath, a separate block can appear, Written by the system (Los escribe el sistema), with a padlock: they are data you cannot edit — the channel, the country, the last message, the tokens and the description of the profile photo. If your agent does not have variables yet, the section says “The agent does not have variables yet”.”Internal notes”: teaching it an exception for a single customer
It is the most profitable lever on this screen and hardly anyone finds it. What you write there is read by the agent and overrides the sales playbook for that customer, without touching everyone else’s script.“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. Write them short and delete the old ones.
Unsubscribing and deleting data
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 Library (Librería) 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: Sendable by the agent (Enviables por el agente) and Rest of the library (Resto de la librería) — 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 Send to the chat (Enviar al chat). All of this is switched off if WhatsApp is not connected. From your computer. The clip opens a menu with Image (Imagen), Video (Video) and Document (Documento); 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.When a message does not arrive
There are two signals, and they do not cover the same thing:- On the bubble: where the double check would go a ”!” appears. Leave the cursor over it and the reason comes out — exactly as the system writes it, with its internal code; it is not a plain-language explanation, but it is useful to copy for us if you write to support.
- In the list: the red ⚠ N undelivered label. That label counts the sends the system’s anti-ban limit stopped — the one there to avoid WhatsApp blocking your number. It can be closed with the X and it comes back if another message is blocked.
A message can fail without lighting up the red label. If the failure was for
another reason — the customer’s number rejects the message, or the contact is
unsubscribed — 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.
When the list is empty
The inbox of a freshly created agent: the title «Messaging center», the search box, the filter pills and the block that appears when there is no conversation at all. On the right, the connection notice — in this screenshot WhatsApp was not connected yet.
Writing first yourself to a new number
1
Search for the number in «Search»
If that conversation does not exist, the list is left empty and the block
appears. With a filter set it does not appear: then the list says “No
conversation passes this filter” and offers Remove the filters. Remove
them and repeat.
2
Check the form
If what you searched for had 8 digits or more, the phone number is already
copied into Customer’s WhatsApp number (Número de WhatsApp del cliente).
Searching by name does not copy anything. Write the Customer’s first
message (Primer mensaje del cliente) — 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 “Will be sent to …” (“Se enviará a …”)
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 «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.
The test chat: testing without bothering anyone
Press “Try it in the test chat” and a window titled Test chat (Chat de prueba) opens, with the reminder at the very top: “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 a typing… while it thinks (a normal turn takes around 20 seconds). There is a Restart (Reiniciar) button that clears that test thread and starts it from scratch, and Close (Cerrar) to leave. It is text-based: if the agent sends a photo or a PDF, you will see the attachment named instead of drawn.Test conversations do not dirty your numbers. They do not appear in the chat
list, they do not count in Results (Resultados) and they do not tick “Have
your first conversation” (“Ten tu primera conversación”) in the Get your
business running (Pon tu empresa a operar) list on 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. Before connecting your WhatsApp, DarkFunnels advances you up to
US$ 0.50 so that you can try it — and deducts it from your welcome credit the
day you connect. It is spelled out in
Pricing.
If something does not work
Shortcuts and details that save time
Do I have to reload the page?
Do I have to reload the page?
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.
Can the browser notify me?
Can the browser notify me?
Yes, but not for every new message. Notifications are switched on from the
bell in the top bar and they cover four situations: a conversation with the
autopilot off that has been waiting for a reply for around 2 hours, your
first conversation, your first sale and the WhatsApp channel going down.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.
Seeing old messages from a long-standing customer
Seeing old messages from a long-standing customer
The thread opens with the last 50 messages. At the start of the conversation
there is a See earlier messages (Ver mensajes anteriores) button. Nothing
has been lost.
Changing chapter by hand
Changing chapter by hand
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.
Splitting chats between two salespeople
Splitting chats between two salespeople
In the header’s three-dot menu there is “Assign to …” (“Asignar a …”) (and
“Remove owner” (“Quitar dueño”) when there is already one). The owner
appears in the header as ”· handled by So-and-so”.It is a notice, not a lock: it does not stop someone else from replying to
that chat. If the team fails to load, the option simply does not appear.
Handling many chats in a row (burst mode)
Handling many chats in a row (burst mode)
It is started from Customers (Clientes): it chains a queue of
conversations and draws its own bar above the chat, with a stopwatch, Next →
(Siguiente →) to move on to the next one without going back to the list and
Autopilot ON (Piloto ON) to hand that customer back to the AI. When it
finishes it says “N customers handled · queue clear” and takes you back to
Customers. On a computer, the N key moves to the next one.
How the thread is put together
How the thread is put together
It separates by days (Today (Hoy), Yesterday (Ayer), the date), puts
in a divider when the conversation changes chapter, marks the bubbles a person
wrote rather than the AI, and draws the state of the payment proof when the
customer sends a screenshot of their payment.What there is not is an “the agent is typing” indicator inside the
conversation: if the agent is thinking, you will see it when its message
arrives, on the next refresh.
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.
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.
What is worth knowing before you ask for it
- The customer’s phone number reaches it masked (
51•••••4321), on purpose: your customers did not consent to anything with the AI provider. It does not get in the way of operating. - 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 does not come switched on. Reading does; sending a real WhatsApp to the customer or pausing the agent has to be switched on when you connect. 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 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”.