Chat Interface

Learn about the Interflow service interface and how to use all features.

Overview

The Interflow chat interface is designed to maximize your service team's productivity, centralizing all conversations in a single screen.

Interface Layout

The chat screen is divided into three main areas:

Area	Location	Function
Conversation List	Left	All active conversations
Message Area	Center	Message history and sending
Customer Panel	Right	Customer information and actions

Conversation List

Available Filters

• All - All conversations
• Mine - Assigned to you
• Unassigned - Waiting for agent
• On hold - Waiting for customer response
• Closed - Finished conversations

Custom Filters

Create custom filters to organize your conversations:

1. Click in the filter bar
2. Click "New Filter" or duplicate an existing one
3. Configure criteria:
   • Teams: Select one or multiple teams
   • Tags: Filter by specific tags
   • Channels: One or more (WhatsApp, Instagram, etc.)
   • Status: In progress, pending, etc.
   • Custom fields: customer select, multi-select, date, and date/time (all, blank, or specific values/period)
4. Customize name, icon and color (expanded palette available!)
5. Set who can see the shortcut: everyone, teams, roles, or users
6. Click the counter icon on the filters that should show a number (up to 12 for the organization)
7. Save

You can filter by multiple teams and multiple channels at once — useful for supervisors and teams that operate several WhatsApp numbers. Customer custom fields (select, date, and date/time) and per-team counters are covered in Conversation filters.

Conversation Search

Search conversations by customer's phone number:

• 5511999999999 (complete with country code)
• 11999999999 (with area code)
• 999999999 (number only)
• +55 11 99999-9999 (formatted)

Bulk actions

Select several conversations in the list and apply the same action at once. The bar sits in the list footer.

1. In the list, turn on Bulk actions
2. Select conversations (or Select all filtered)
3. Open Actions and choose:
   • Mark as read
   • Mark as resolved (pending chats only)
   • Change team — updates only the responsible team

Team adjustment, not the official transfer

Change team in bulk actions does not send a notification, create a system message, or change the agent or status. Chats already on the chosen team are skipped. For a real transfer (queue, push, and team flow), use Transfer team on each conversation.

Page Navigation

Navigate directly to a specific page:

1. At the bottom of the list, click on the page number field
2. Type the desired page number
3. Press Enter

Conversation Status

Icon	Status
	Active - waiting for service
	On hold - waiting for customer
	In service
	Finished

Multiple Chats Indicator

When a customer has multiple active conversations:

• Badge appears next to customer name
• Shows number of parallel chats
• Click to see list of active conversations
• Quick navigation between chats

Sorting

• By last message date
• By wait time
• By priority

Message Area

Components

• Header - Customer name, channel, status, Quick WhatsApp button
• Pinned Messages - Important messages at the top
• History - All exchanged messages
• Export conversation - Downloads the full history as PDF, TXT, CSV, or JSON
• Text field - For typing messages
• Attachments - Send files
• Record from text - Turn typed text into audio with system voices
• Dictate (turn into text) - Speech becomes text in the field, next to send. The audio recorder stays separate. Requires ElevenLabs and AI credits.
• Emojis - Emoji selector
• Quick replies - Message shortcuts
• AI Commands - AI shortcuts (Ctrl+J)

Export a conversation

In the conversation menu, Export conversation builds the full history and starts the download.

1. Open the conversation
2. Open the conversation menu
3. Choose Export conversation and a format: PDF, TXT, CSV, or JSON

PDF, TXT, and CSV are for reading and spreadsheets. JSON includes the same data with the original type name (user_closed, text) and the translation, the senderType, the local date, and the UTC date.

While history pages load, the conversation shows that the export is in progress.

Changelog: v2026.10.33

Pinned Messages

Highlight important information by pinning messages at the top of the chat:

How to pin:

1. Hover over the message
2. Click on three dots (⋮)
3. Select "Pin message"

Features:

• Messages appear at the top of the chat
• Pinned message counter
• Yellow background for pinned private notes
• "Go to message" button (navigates to original)
• Real-time updates

How to unpin:

• Click X in the pinned list, or
• Message menu → "Unpin message"

Message Indicators

Indicator	Meaning
	Sent
	Delivered
(blue)	Read
	Sending
	Send error

Customer Panel

Displayed Information

• Name and photo
• Contact channels
• Tags
• Custom fields
• Conversation history
• Internal notes
• Field indicator - Shows which fields are filled

Registration Field Indicator

Visual showing field fill status:

• Green icon = Filled field
• Yellow icon = Missing field
• Red icon = Required and missing

Available Actions

• Edit customer - Update data
• Add tag - Apply tags
• New note - Add annotation
• View history - Previous conversations
• Create task - Schedule follow-up

Service Actions

Bulk Actions

Execute actions on multiple chats at once directly from the attendance list:

1. Apply desired filters (status, tag, channel, agent, team, unread, etc.)
2. Click the bulk selection icon () at the top of the list
3. Select chats individually or use "Select all filtered" to include all pages
4. In the bottom bar, choose:
   • Mark as read — clears unread messages in eligible chats
   • Mark as resolved — closes only chats with pending status; in-progress chats are ignored
5. Confirm the action when prompted (above 10 chats)

Common use

Ideal for clearing queues after bulk campaigns or volume spikes, marking hundreds of conversations in a few clicks.

Create Task from Messages

Select specific messages from a conversation to create a task directly:

1. In a conversation's message area, select one or more messages
2. In the bottom bar, click "Create Task"
3. Fill in the task details (title, assignee, deadline)
4. Selected messages are linked to the task as context

Take Conversation

To serve an unassigned conversation:

1. Click on the conversation
2. Click "Take"
3. Conversation will be assigned to you

If there's an active flow, you can choose:

• Pause Flow and Attend - Pauses flow, you take over
• Continue Flow and Attend - Keeps flow active (duplicate messages!)
• Cancel - Don't attend

Assignment by Administrator

Admins can manage assignments without entering each conversation:

1. In conversation list, click menu (⋮)
2. Select "Transfer Agent/Team"
3. Choose:
   • No agent: Conversation stays pending in queue
   • Specific agent: Directly assigned

Transfer Conversation

To pass a conversation to another agent:

1. Click transfer icon
2. Select destination (agent or team)
3. Add a note (optional)
4. Confirm

Archive Conversation

You can archive conversations that are "In progress":

• Archive active conversations to organize your list
• When customer sends new message, conversation is automatically unarchived
• No important message is lost

Close Service

When completing a service:

1. Click "Close"
2. Select closure reason
3. Field suggestion: System suggests unfilled fields
4. Fill suggested fields (optional or required)
5. Add notes (optional)
6. Confirm

Deleted messages

By default, a message removed on WhatsApp becomes the Message deleted placeholder in the history. The organization can show the original text, faded, with the same label.

1. In Settings → Inbox preferences, turn on Show deleted message content
2. Save
3. In the conversation, the message stays on the timeline, lighter, so it is not mixed up with the rest

The conversation list still shows only the placeholder. Messages bulk-deleted in Interflow leave the list.

Changelog: v2026.10.26

Delete selected messages

Admins and owners can remove several messages at once, only from the Interflow history.

1. In the conversation menu, choose Select messages
2. Check the messages
3. Click Delete selected and confirm

The message disappears for the team and stays on the connected channel. Deleting from a single message menu can still try the channel. Agents do not see the bulk button.

Internal Notes

Add annotations visible only to the team:

1. In customer panel, click "Note"
2. Type annotation
3. Save

Notes appear in history with visual highlight.

Deleting Private Notes

You can delete notes sent by mistake:

1. Hover over the note
2. Click menu (⋮)
3. Select "Delete message"
4. Confirm

Rules:

• Only author can delete
• Admins can delete any note
• Customer messages cannot be deleted
• Log preserved for audit

Message Shortcuts

Type / followed by the shortcut name to insert a quick reply. Shortcuts with multiple messages show a badge in the list and open a review modal in chat, where you can edit texts, adjust intervals, and send the entire sequence at once.

Full guide: Message Shortcut Sequences

Configure shortcuts at Organization → Message Shortcuts.

Keyboard Shortcuts

Shortcut	Action
Enter	Send message (on desktop)
Shift+Enter	New line (on desktop)
Enter (mobile)	New line — send with the button
Ctrl+Enter / ⌘+Enter	Send in the expanded editor
Esc	Close conversation
/	Open quick replies
Ctrl+K	Search conversation
Ctrl+J	Open AI commands

When the text goes past about 6 lines, use the expand icon for a larger editor (full screen on mobile), with bold, italic, emoji, and AI improve.

Text Enhancer (Ctrl+J)

Improve your messages with AI directly from text field:

1. Press Ctrl+J or type /
2. Select desired action (improve, formalize, translate, etc.)
3. AI processes and inserts result

Available actions:

• Improve - Improves clarity and grammar
• Formalize - Makes text more professional
• Simplify - Simplifies complex texts
• Translate - Translates to another language

Custom Commands

Create your own AI commands! See full documentation at Text Enhancer.

Quick WhatsApp Button

Open customer's WhatsApp directly from chat with automatic actions:

1. In chat header, click green WhatsApp button
2. New tab opens with pre-configured message
3. Automatic actions are executed (field, funnel, tag)

Important

Button only appears in WhatsApp channel chats (WAHA, W-API, Official WhatsApp).

Configure in Settings > Service > Quick WhatsApp Button.

Dictate (turn into text)

Next to send, the voice-wave button writes what you say into the field. Stop, review, and send it as a normal message. The microphone that records audio still sends an audio file.

The organization needs the ElevenLabs integration and AI credits. Usage is billed as transcription.

Internal Chat (Communication Between Agents)

Communicate directly with other team members without creating groups, via the Internal Chats page or the Chats page header / floating widget.

Direct Chat (DM)

1. Open Internal Chats (or use the + button in the Chats header)
2. Select "Direct Chat"
3. Choose the agent you want to chat with
4. The conversation opens in the panel or the floating widget

ℹ Behavior

If a conversation with the selected user already exists, the system opens the existing one instead of creating a new one. Internal chats automatically appear in the floating widget for both participants.

Audio and read status

• Record audio — use the microphone icon in the message field (internal DMs and groups)
• Edit — in your text message menu, change the content. Everyone sees that it was edited
• Delete — in your message menu, the content is removed for everyone and a deleted-message notice remains
• Mark as read / unread — in the Internal Chats list, open the conversation ⋯ menu
• When opening the chat — pending messages are marked as read automatically
• Seen status (DM) — in direct chats, opening the conversation shows messages as read for the sender (blue ticks)

If you mark a conversation as unread while it is open, the status stays until you close and reopen it or mark it as read again.

Floating Widget

Internal chats are pinned in the floating widget:

• Persistence — widget state is saved and synchronized across devices
• Auto-pin — when added to an internal chat, it appears automatically in the widget
• Custom scroll — displays all pinned chats without item limits
• Fixed order — chats always appear in the same order

Internal Groups

When creating an Internal Group, configure permissions:

• Allow members to delete the group — when enabled, any member can delete; otherwise, only group admins can

Internal Chat Notifications

• Title with sender name: Name · Internal Chat (DM) or Name · Group Name (group)
• Individual unread count per user
• Sender doesn't receive notification for their own message

WhatsApp group notifications

In busy external groups, each user can turn off push and sound only for themselves. The conversation and the unread badge stay.

Guide: WhatsApp group notifications

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Next Steps

• System voices - Audio from text in the conversation
• Text Enhancer - Custom AI commands
• AI Agents - Autonomous AI for service
• Schedule - Integrated appointments
• Settings - Customize interface