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
   • Channel: WhatsApp, Instagram, etc.
   • Status: In progress, pending, etc.
4. Customize name, icon and color (expanded palette available!)
5. Save

💡 Tip

You can filter by multiple teams simultaneously! Useful for supervisors managing several teams.

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)

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
• Text field - For typing messages
• Attachments - Send files
• Emojis - Emoji selector
• Quick replies - Message shortcuts
• AI Commands - AI shortcuts (Ctrl+J)

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

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

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

Keyboard Shortcuts

Shortcut	Action
Enter	Send message
Shift+Enter	New line
Esc	Close conversation
/	Open quick replies
Ctrl+K	Search conversation
Ctrl+J	Open AI commands

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.

Next Steps

• Text Enhancer - Custom AI commands
• AI Agents - Autonomous AI for service
• Schedule - Integrated appointments
• Settings - Customize interface