Leads and chats
A lead is a person: name, phone, email, where they came from, who is working them, and a history of remarks and actions. A chat is a conversation on one channel. When someone messages your WhatsApp, both are created and linked: the chat's contact panel shows the lead, and the lead's action bar opens the chat. Editing the name in either place updates both. A lead can have several chats (WhatsApp and Messenger, say) but a chat belongs to one lead.
Leads have exactly three statuses: New, Processing, Converted. Chats have their own: Open, Closed, Snoozed. Leads also carry a lead quality score from 1 to 10 that the AI updates from what the customer writes.
Channels and connections
A channel is a way customers reach you. Each needs a connection you set up once:
| Channel | Connection |
|---|---|
| Scan a QR code with the phone. One number per account. | |
| WhatsApp Business (WABA) | Meta sign-up. Several numbers, templates, 24-hour reply window. |
| Messenger, Instagram | Log in to Facebook and pick pages. Lead ads use a separate Facebook connection. |
| Telegram | A bot you run for customers, or a link to your own Telegram for alerts. |
| Zalo, LINE | Authorise an official account. |
| Website chat widget | Paste an embed code on your site. |
All of them land in Chat Inbox, one tab per channel.
AI flows and workflows
An AI flow is a conversational persona: your business description, keywords that trigger it, the language, the model, working hours, and rules for follow-ups and appointments. It is assigned to a number and answers customers on it. A workflow is a diagram of boxes and arrows: a trigger (a message, a new lead, an appointment) followed by conditions and actions (send a message, add a row to Google Sheets, create a calendar event, call your accounting system). A flow can hand a conversation to a workflow. Flows talk; workflows do.
Flows Templates and Workspace Templates are ready-made flows and settings you can install rather than build from scratch.
Pausing and opting out
- Pause AI Flow stops the AI answering one customer. Pause Everything also freezes their scheduled messages. Both are per chat and both must be off for scheduled messages to resume.
- Do Not Disturb is the customer's choice: they send
#STOP#(or tap the opt-out button in a broadcast) and no automation messages them again until they send#START#. You can still write to them manually. - Off-hours are windows when scheduled and broadcast messages wait. Working hours on a flow decide when the AI offers appointments.
Labels, folders and assignment
- Labels are coloured markers on a lead (and shown on its chats). Yours are yours; teammates have their own.
- Folders group leads for you alone, for example one per campaign or import.
- Assignment gives a lead or chat to up to five teammates. Assigned people see it under Assigned or Assigned to me. The person who created or imported a lead stays its owner and is the only one who can delete it.
Accounts, companies and sub-accounts
Three separate ideas that all sound like "team":
| Concept | What it is | Where |
|---|---|---|
| Sharing | You give a named colleague access to your inbox (per channel) or your leads (per permission). Nothing else changes. | Chat Inbox → Accounts; Leads → Share Leads Source |
| Sub-accounts | Seats under one paying master account. Each seat is a full login. Needs the master-account add-on. | Sub Accounts |
| Company | A shared workspace with members, admins and company-wide quick replies and flows. You can belong to several and switch between them. | Company |
Separately, a referral chain records who introduced whom, for commissions. It does not grant access to anything.
Plans, add-ons and credits
Your plan (Starter, Premium, Corporate, or your reseller's equivalents) decides which features appear. Add-ons unlock specific extras: the master account for sub-accounts, lead distribution, group AI, a custom logo or title. Credits pay for AI image generation and, on some brands, AI usage shown as a chip in the header. Everything is managed on the Subscription page.
Super Admin
A role reserved for the platform operator. Super Admins see every menu item and bypass plan checks. If a page in this help says "admin only", that is who it means.