The inbox | DJC System Help

The screen

Open Chat Inbox from the WhatsApp & Communication group in the menu. The screen has four parts:

Platform tabs along the top: WhatsApp, WABA, Messenger, Instagram, Telegram, Zalo, LINE. The app remembers the last tab you used.
Conversation list on the left, with search, filters and the account menu. For WABA, Messenger, Instagram and Zalo an account strip above the list shows which number or page you are viewing.
The chat in the middle. Drop a file anywhere on it to attach it. Before you pick a chat it says Hello. Select a chat to start messaging.
The contact panel on the right, with the linked lead, collected data, labels, remarks and language. On a phone it opens as a drawer.

The arrows at the edges collapse the list and the panel when you want more room for the chat.

The conversation list

Each row shows the contact, the last message, the time, and a set of badges that tell you the state of the chat at a glance:

Badge	Meaning
Blue number	Unread messages from the customer.
Second number	Unread replies that your AI sent. Both clear when you open the chat.
Open, Closed, Snoozed	The chat's status, set from the per-chat menu.
AI Paused	The AI flow is paused for this contact.
All Paused	Every automated message is paused for this contact, including scheduled ones.
DND	The contact opted out with `#STOP#`; automation will not message them.
Group, AI Enabled	A WhatsApp group, and whether the AI answers in it.
Coloured chips	Up to two labels. Click one to filter the list by that label.

The toolbar above the list has a selection mode toggle (tick several chats, then Assign them in one go), a Newest first / Oldest first sort toggle, and a Chat Room Options menu.

Search and filters

The search box has three modes; the button beside it cycles through them:

Text search (Search chatrooms...): press Enter or the magnifier to search names, numbers and message text on the server.
Tag filter (Filter by Tag): show chats carrying a label.
Member filter (Filter by member): show chats assigned to a teammate.

Beside the account avatar a flow dropdown narrows the list to chats handled by one AI flow. The Chat Room Options menu adds Groups only, Assigned to me, Unassigned, Open / Closed / Snoozed, and Show Unread Only / Show Read Only / Show All. Every active filter appears as a chip you can remove.

One of tag or member at a time

A tag filter and a member filter cannot run together. Choosing one clears the other and the app tells you so. A text search overrides every other filter while it is active.

The three-dot menu on a conversation row is grouped into sections:

Section	Items
Chat Room Management	Close, Snooze, Re Open, Unsnooze. Status only; nothing is deleted. Not shown for groups or Telegram.
AI Management	Assign AI Flow, Delete AI Flow, Pause AI Flow / Resume AI Flow, Pause Everything / Resume Everything. For groups: Enable AI for Group Chat and Enable AI Reply on Tag (the AI answers only when someone tags it). Group AI needs a corporate plan.
Group	Group Participants, for WhatsApp groups while connected.
Assign Agents	Assign Agents (up to five people; the linked lead is updated too) and Unassign All.
Chat Actions	Mark as Unread, Clear Chat (removes the messages), Delete Chat Room. Only shown on your own inbox, not one shared with you.

There is no pin, archive or block. Use Snooze and Close for the first two; for the third, the contact's own #STOP# or the Do Not Disturb page.

Pausing the AI

Two switches control automation for one contact, and they are independent:

Pause AI Flow stops the AI replying and holds the flow's queued follow-up messages. The flow stays assigned.
Pause Everything stops AI replies and pauses every scheduled message for this contact, including ones you scheduled by hand and reminders. The confirmation reads: This will pause all AI replies, sequences, and scheduled messages for this contact. Pending scheduled messages will be paused and resumed when you unpause.

Both must be off for follow-ups to resume

If you turned on Pause AI Flow and later Pause Everything, pressing Resume Everything is not enough: scheduled messages stay paused until you also press Resume AI Flow. While Pause Everything is on, the Pause AI item is greyed out with the note Overridden by Pause Everything.

The AI also pauses itself automatically once an appointment is confirmed in the conversation, so it does not keep talking after a booking.

In the chat header you may see chips such as Current AI Flow, Waiting for Reply or Current Poll Block. These show what the flow is waiting for. Removing a chip un-sticks a conversation that is stuck on an AI question.

Writing and sending

From left to right under the chat: an emoji picker, an Add content button (Add File, Quick Reply, and on WABA Template Message), the attachment rail, the text box (Type a message...), Send, and a clock icon to schedule the message for later.

WhatsApp and Zalo accept several attachments at once. Messenger, Instagram and Telegram take one per message and the app tells you how many to remove.
A scheduled message can carry one attachment.
Click a message to reply to it with a quote.
If the contact is on Do Not Disturb a banner explains that automated messages will not be sent, but you can still write manually, or send #START# to take them off the list.

Failures show as Whatsapp not connected, API Not ready or Some attachments failed to send. On WABA a message outside the 24-hour window opens an explanation dialog; see WhatsApp Business.

Quick replies

Type / in the text box and a list of your saved replies appears; keep typing to filter, use the arrow keys and Enter to insert. Each reply has a shortcut such as /hi, a message, an optional category, up to ten attachments, and a scope: Only me or Shared with company. Variables like {{firstName}}, {{name}}, {{phone}}, {{agent}}, {{date}} and {{time}} are filled in when the reply is inserted, so you can still edit before sending. If a value is unknown the token is left visible so you notice.

Manage them from Add content → Quick Reply: create, duplicate, archive, restore, and see how often each is used. WhatsApp and WABA support text, variables and files; Messenger, Instagram, Telegram and Zalo support text and variables only; LINE is not yet supported.

Actions on a message

Hover a message for Reply, Forward (pick contacts in a dialog) and Delete. Deleting a WhatsApp message offers three choices: Delete from system only, Also delete for me in WhatsApp, or Also delete for everyone in WhatsApp, the last only within two days of sending.

Messages from the AI can show AI · sending…, AI scheduled message or ⏸ Paused. Flows set to require approval show Send AI reply? and Reject AI reply? so a person signs off each answer. Add to Knowledge Base turns a good exchange into a question and answer the AI can reuse.

The contact panel

Information: name (editing it renames the lead too), number, chips for Group and Do Not Disturb, and a Lead ID link to the lead.
Custom data: fields the AI collected during the conversation, editable.
Assigned users and Labels: the same labels as the leads list.
Remarks: notes for your team with add, edit and delete.
Language: the flow's default language and any language the AI has locked for this customer. Clear the lock if it guessed wrong.

From the account avatar choose Accounts to open Inbox Settings. Under Authorized Users add teammates and pick which platforms they may see. Access is per platform: granting Messenger shows them your Messenger tab, while their WhatsApp tab stays their own. Use Inbox Account to switch to an inbox someone shared with you. When you are in a shared inbox the destructive actions (Clear Chat, Delete Chat Room, Mark as Unread) are hidden.

Inbox Password locks the WhatsApp tab: anyone opening it must enter the password first. Leave it blank to remove the lock.

Typed control keywords

Agents can control automation by typing short codes into the chat itself. They are meant for a phone or a quick reply when you do not want to open the menu.

Type	Effect
`####`	Pause the AI for this chat.
`###_`	Resume the AI.
`###p`	Pause everything, including scheduled messages.
`###r`	Resume everything.
`___` or `_end`	End the flow for this contact: the flow is removed, the contact is blocked from that flow, and their scheduled messages are deleted. Undo by removing the number from the flow's Blocked Numbers.
`aioff` / `aion`	Switch the whole bot off or on for your number. Must be the entire message.

All except aion and aioff match anywhere in a message, so avoid typing them in ordinary text. Customers have two keywords of their own: #STOP# puts them on Do Not Disturb and #START# takes them off. The full list is in Message variables & keywords.

Removing chats

Chat Room Options → Bulk actions offers Clear All Chats and Remove all chatrooms (or the selected ones). Removal permanently deletes the conversations with their messages and media, runs in the background with a progress bar, and requires typing DELETE to confirm. Leads are kept; a new message from the same person starts a fresh conversation.

Common tasks

Reply to a customer the AI has been handling. Open the chat, choose Pause AI Flow (or type ####) so you do not talk over it, then write your reply. Resume when you are done.
Hand a chat to a colleague. Three-dot menu → Assign Agents → pick them → add a remark with the context. They find it under Assigned to me.
Work only what is unread. Chat Room Options → Show Unread Only. Sort newest first.
Stop a follow-up sequence for one person. Pause Everything on their chat. To end it for good, type ___.
Save a reply you type every day. Add content → Quick Reply → create with a / shortcut and share it with the company.