Chat list and conversations

For: Everyone who answers WhatsApp, Messenger, Instagram, Telegram, TikTok Shop and live chat messagesRequires: The Chats permission; the AI summary and the AI rewrites need AI switched onScreenshots show sample data

The Chats screen is where your team answers instant messages: WhatsApp, Facebook Messenger, Instagram, Telegram and TikTok Shop messages and the conversations from your live chat widget, all in one list. Open it from Chats in the sidebar and pick My Chats, Open or Closed. The list sits on the left; selecting a chat opens the conversation in the middle and a side panel on the right with the assignees, the status, the AI summary, the customer, notes, order search and the customer’s tickets. A chat is not a ticket: it has its own lists, templates and auto-responses, and your replies go straight back to the customer on the channel they wrote on.

What you can do here

See the chats that wait for you. My Chats holds the open chats assigned to you, Open every open chat of the accounts and live chat widgets you are responsible for, and Closed the finished ones. A coloured line in each row tells you how long the customer has waited, green, yellow or red. Choose a list and read it
Find a chat by name, account or colleague. Search by the customer’s name and filter by account, live chat widget or assigned colleague. Search and filter the list
Read the conversation, with pictures, videos, voice messages, documents, auto-responses and replies that failed to send. Read a conversation · Auto-responses for chats
Assign the chat and open or close it. A chat can have several assignees; closing it moves it to Closed until the customer writes again. Assign a chat and close it
Catch up with the AI summary instead of reading a long chat, and generate a new one when the chat has moved on. Read or generate the AI summary · AI summaries
Work with the customer: see their contact details, link the chat to the right customer, keep internal notes, find their order and open their tickets. Work with the customer, notes, order and tickets
Reply with text, a chat template, a file or a rewrite by AI Help. Reply in the chat · Answer a chat · Chat templates
Reply to, edit, delete or download a single message, as far as the channel allows. Act on one message
Send a live chat customer a transcript of the conversation by email, or turn it into a ticket. Send a transcript of a live chat · Transcripts · Live chat widget

The screen at a glance

The Open list under Chats in Replyco, with no chat selected. At the top are the heading Open, a Search box and the Filter by Account and Filter by User selects. Below, six chats are listed with the customer's name, the start of the latest message, a blue unread badge, the channel icon with the account name and, in colour, the time without response: Ethan Price on WhatsApp (Northwind Support, green, 2 minutes), Grace Mitchell on the Northwind Live Chat (yellow, 7 minutes), Sophie Turner on Instagram (red, 28 minutes), Ryan Cooper on Messenger with a blue tick for a reply already sent, Hannah Wright on Telegram (red, 1 hour) and James Walker on WhatsApp, also with a blue tick. The live chat row is highlighted; selecting a row opens that conversation. — Open lists every open chat you are responsible for, newest first, with its channel and how long the customer has been waiting.

Region	What it shows	What you do there
Header, left	The name of the list: My Chats, Open or Closed	Check which list you are in
Header, right	Search, Filter by Account and, except on My Chats, Filter by User	Narrow the list
Chat list, left	One row per chat, newest message first, ten at a time; scroll for more	Select a chat to open it
Conversation, middle	The messages of the open chat, oldest at the top, with the reply box at the bottom	Read and reply
Side panel, right	The chat’s title, Assigned, the status, AI Summary, Customer Details, Notes, Order Details and Tickets	Assign, close, catch up, work with the customer

The sidebar shows three counters. Next to Open is the number of unread messages in the open chats you are responsible for or assigned to, next to My Chats the unread messages in chats assigned to you, and next to Chats itself the number of open chats with unread messages. You can switch that last counter to unread messages with Chat badge in the menu in Account Settings.

Choose a list and read it

Chats has three lists, and a chat is in exactly one of the open or closed ones:

List	Which chats it holds
My Chats	Open chats assigned to you
Open	Open chats of the accounts and live chat widgets you are responsible for, plus every open chat assigned to you
Closed	Closed chats, by the same rule as Open

You are responsible for an account’s or widget’s chats when an admin has given you access to that account or widget; see Invite users and set what they can do. The newest message decides the order: the chat with the latest message is at the top. The list loads ten chats and adds more as you scroll down.

Each row shows, from top to bottom:

the customer’s name; for a live chat, the name followed by the email address in brackets, as the customer typed them into the widget;
the start of the latest message, or File when it was only a file, with a blue badge counting the unread messages;
the channel’s icon and the name of the account or live chat widget;
while the latest message is the customer’s, Time without response: and how long ago it arrived, in green under 5 minutes, yellow under 10 minutes and red from 10 minutes.

When the latest message is yours, the row has a blue tick before the text and a blue line on its left edge, and the waiting time disappears. For example, a customer who wrote 7 minutes ago shows a yellow line reading 7 minutes; once you reply, the line goes and the tick appears.

On Open, opening the list also fetches new conversations from connected Instagram and TikTok Shop accounts; the top of the list shows Sync from marketplaces with a spinner meanwhile. The other channels deliver their messages to Replyco as they arrive. A list with no chats shows No chats were found..

Search and filter the list

The Open chat list in Replyco with the Filter by Account select open at the top right. The highlighted select lists Select all, then the chat accounts: Northwind Support (WhatsApp), Northwind Electronics (Facebook Messenger), northwind.electronics (Instagram), Northwind Electronics Bot (Telegram), Northwind TikTok Shop and, further down, the Northwind Live Chat widget. Behind it the six open chats stay listed. Choosing one or more accounts reloads the list with only their chats and closes any conversation that is open. — Filter by Account narrows the list to chosen chat accounts and live chat widgets.

Type part of the customer’s name into Search and press Enter or select the magnifier. Replyco searches the chat titles, which hold the customer’s name and, for live chats, their email address; it does not search the text of the messages.
Open Filter by Account and pick one or more chat accounts or live chat widgets, or Select all.
On Open and Closed, open Filter by User and pick one or more colleagues to see the chats assigned to them.

A second after you change a filter, the list reloads and any open conversation closes, so choose your filters before you open a chat. The filters stay while you switch between the lists and reset when you leave Chats or reload the page.

For example, pick Northwind Support in Filter by Account to work through only the WhatsApp chats, or pick a colleague in Filter by User to take over their chats while they are away.

Read a conversation

A WhatsApp chat with Ethan Price open under Chats, Open. His row is highlighted at the top of the list. In the middle, the conversation runs from the oldest message: his question about the USB-C Hub 7-in-1 and a 4K monitor at 30 Hz, Henry Clarke's first reply and his answer, a PDF quick guide, and the customer's new question about charging, each with date and time; WhatsApp chats get no auto-responses. The side panel on the right shows the Assigned select with Henry Clarke, the status Open, the AI Summary with a badge 1, Customer Details with his phone number, Notes (1), Order Details and his earlier ticket. The text box at the bottom reads Type your message. — Selecting a chat opens the conversation in the middle and everything about the chat in the side panel.

Select a row and the conversation opens in the middle; the address of the page now ends in the chat’s ID, so you can bookmark it or send it to a colleague. The oldest message is at the top and the screen scrolls to the newest; scroll up to load older messages, ten at a time.

The customer’s messages are on the left in white, with their initials and name; your team’s replies are on the right in blue, with the colleague’s name. Every message shows its date and time to the second. A message from a live chat also shows from the page and the address of the page the customer was on, so you know which product they were looking at.

What you see	What it is
A picture, sticker or animation	Shown in the message; right-click for Download
A video or a voice message	Played in the message
A document with its file name	Select it to open or download the file
An Instagram story reply or mention	Labelled You have received reply to the story: or You were mentioned in the story: with the story
A quoted message above a message	The message it replies to; Message not found! when that message is no longer in Replyco
Unsupported message type on a yellow bubble	A message type Replyco cannot show, such as a location
A reply with the Replyco logo and as auto-response “{{autoresponse}}”	An auto-response, with the name of the rule that sent it
Sending is scheduled for and a time	An auto-response waiting to be sent; the red x cancels it after Are you sure to cancel this message?
Red text Error Sending under a reply	A reply the channel refused, with the reason
Someone is typing now... or a name with “is typing” under the last message	A colleague writing in this chat, or the live chat customer typing

Auto-responses are set up under Chat ToolsAutomation; how their rules decide when to answer is in Auto-responses for chats. They answer Messenger, Instagram, Telegram and TikTok Shop chats and live chats; WhatsApp chats never get an auto-response, so there the first answer is always your team’s. When you or a colleague sends a reply, auto-responses still waiting in that chat are cancelled.

Opening a chat marks its messages as read for your whole team, not only for you: the badges go down for everyone. On WhatsApp and Facebook Messenger, Replyco also marks the messages as read for the customer, so they see that you have read them; on Instagram, Telegram, TikTok Shop and live chat it does not.

Assign a chat and close it

The side panel of a WhatsApp chat in Replyco, below the customer's name Ethan Price. The Assigned select at the top is open and highlighted: Henry Clarke is already chosen as a tag with an x, and the list below shows the team, Chloe Osborne, Simon Wagner, Laura Graf, Theo Rowe, Joseph Walker and Henry Clarke with a tick. Selecting a name adds that colleague to the chat at once; the x on a tag removes them. A chat can have several assignees. — Assign colleagues to the chat in the side panel; each choice is saved at once.

The top of the side panel shows the chat’s title and two selects.

To assign the chat, open Assigned and pick a colleague. The chat is assigned at once and appears in their My Chats. Pick more colleagues to share the chat; select the x on a name to remove them.
To close the chat, open the status select and pick Closed. The chat leaves Open and My Chats, moves to Closed, and all its messages count as read.
To reopen a closed chat, pick Open in the same select.

Sending a reply assigns you to the chat if you were not assigned yet, so a chat you answer shows up in your My Chats. Any new message reopens a closed chat: when the customer writes again, the chat is back in Open, with the same assignees. A reply you send from a closed chat reopens it too.

For example, Laura answers a live chat about a delivery address, the customer thanks her, and she closes the chat. Next week the same customer writes “Where is my parcel?” through the widget: the chat reopens, still assigned to Laura, and she gets the notification.

Read or generate the AI summary

The side panel of a WhatsApp chat with Ethan Price in Replyco. Under the Assigned select (Henry Clarke) and the status select Open, the AI Summary heading is highlighted, with a blue badge 1 for one message the summary does not cover yet. The summary box lists two points: the customer received the USB-C Hub 7-in-1 and the monitor runs at 30 Hz only; the agent explained 4K at 30 Hz and sent the quick guide. Below are Customer Details with Email N/A and a phone number, Notes (1), Order Details and Tickets with his earlier ticket about the hub. — The side panel sums up the chat and shows the customer, notes, order search and the customer's tickets.

The AI Summary panel sums up the chat in a few bullet points, for example Customer received the USB-C Hub 7-in-1; their 4K monitor runs at 30 Hz only. The blue badge next to the heading counts the messages the summary does not cover yet; its tooltip reads Uncovered Messages.

A chat that has no summary shows Generate Summary.
Once five or more messages are newer than the summary, the panel shows Regenerate Summary.
Chats are never summarised by themselves; a summary is written only when someone selects one of these buttons.

Replyco writes the summary from the chat’s 15 most recent messages and keeps one summary per chat, which your whole team sees. The panel appears when AI summaries are switched on with Thread Summary in AI Settings. Which language the summary is written in, and how it counts towards AI usage, is in AI summaries.

Work with the customer, notes, order and tickets

Below the summary, the side panel holds four parts.

Customer Details shows the customer’s name, email and phone, or N/A for what the channel does not provide; WhatsApp gives a phone number, the live chat an email address. Select the name to open the customer in Customers. Replyco links a chat to its customer by itself. For a live chat, it looks for customers with the same email address: with one match it links the chat, with several it shows Select customer so you choose. To link the chat to another customer, for example the shop customer with this person’s orders, select the bin icon, confirm Are you sure you want to delete this customer? and pick the right one in Select customer, which searches your marketplace and shop customers. Until a customer is linked, you cannot reply: the reply box is disabled and shows Select the recipient to send the message to....

Notes holds internal notes on the chat, collapsed with their number in the heading. The customer never sees them. They work as notes on a ticket; see The ticket screen.

Order Details and Tickets appear once a customer is linked. The order part lists the customer’s orders, or offers fields to find one: Enter Marketplace Order# on a TikTok Shop chat, and one field per connected order-management system. The tickets part lists the customer’s tickets, five at a time; select one to open it.

Reply in the chat

A WhatsApp chat with Ethan Price in Replyco with the template popover open above the composer, opened from the template icon next to the paper clip. Its select is open, with a search field and a list of four chat templates: Order status, Pass-through charging, Returns and Anything else?; Pass-through charging is highlighted. The conversation with the customer's question about charging is visible behind it, and the side panel with the AI Summary on the right. Choosing a template replaces the text in the box with the template's text. — The template icon lists your chat templates; picking one fills the text box.

The reply box is at the bottom of the conversation. Type your reply and press Enter to send it; Shift+Enter starts a new line. The icons to the right of the box:

Icon	What it does
Form, Select template	Opens Select Template with your chat templates; choosing one replaces the text in the box with the template’s text
Paper clip, Add attachment	Picks a file and sends it at once, together with any text in the box
Sparkle with an arrow, AI Help	Rewrites the text in the box in one of nine ways, from Make Shorter to Correct Spelling
Blue arrow	Sends the reply

Chat templates are plain text with a name, written under Chat ToolsAutomation; they have no placeholders, so personalise the text before you send it. To write or change them, see Chat templates. The chat reply box has no snippets and no emoji picker; the ticket editor’s snippets do not work here.

Files can be up to 20 MB; a larger one is refused with File size is more than 20MB.. On Instagram you can send only pictures (.bmp, .ico, .jpg, .jpeg, .png). On WhatsApp, Replyco sends .jpg and .png as pictures, .mp4 and .3gp as videos, .webp as stickers, .mp3, .mpeg, .amr and .ogg as audio, and everything else as a document.

While you type, colleagues who have the chat open see that someone is typing. Your reply appears in the conversation at once; if the connection drops, the box shows Connection unstable. Retrying (attempt {{attempt}}/{{max}})... while Replyco tries again up to three times. The channel still decides whether it delivers your reply: WhatsApp, Messenger and Instagram accept an ordinary reply only within 24 hours of the customer’s last message. The whole routine, and what to do when a channel refuses a reply, is in Answer a chat.

Act on one message

Right-click a message for its actions; which ones appear depends on the channel.

What this screenshot shows

Screen: Open (/chats/:type/:chatId)
Highlighted: menuitem “Edit”, conversation, menu open. puts the message into the text box for editing
Also visible: context menu: Edit, Delete; from the page link under the customer's message; the welcome auto-response; three-dot icon next to the chat title; Generate Summary button
Purpose: act on one message

Right-click a message to see what you can do with it. What the menu offers depends on the channel and on who sent the message:

Action	Where it appears	What it does
Reply to Message	Telegram chats	Quotes the message above your next reply
Edit	Your team’s messages in live chat and Telegram chats	Puts the text back into the reply box with a pencil bar above it; sending saves the change
Delete	Your team’s messages in live chat, Telegram and TikTok Shop chats	Deletes the message after Are you sure you want to delete the message?
Download	Pictures, stickers, animations and Instagram stories	Saves the file

A reply or edit in progress shows a grey bar above the box with the message’s text; the x on the bar cancels it. On Telegram, a deleted message is also removed from the customer’s Telegram, and an edit changes it there. On live chat, the customer’s widget shows the change. On TikTok Shop you can delete your team’s messages but not edit them, and a deleted message is removed only in Replyco. WhatsApp, Messenger and Instagram messages cannot be edited or deleted from Replyco.

Send a transcript of a live chat

The Transcript dialog of a live chat in Replyco, opened from the three-dot icon next to the chat title. Under the heading Transcript and the line Choose Transcript to Send, the select shows the transcript Chat transcript. At the bottom right the blue Send Transcript button is highlighted; the arrow beside it opens a second choice, Transform Into a Ticket. Send Transcript emails the whole chat to the customer as a new ticket and notes it in the chat. — On a live chat, send the customer a transcript of the conversation by email.

On a live chat, a three-dot icon next to the chat’s title opens the Transcript dialog. The icon appears only on live chats, and only when your company has at least one active transcript.

Select the three-dot icon next to the chat’s title.
Under Choose Transcript to Send, pick a transcript in Select a Transcript.
Select Send Transcript, or the arrow next to it and Transform Into a Ticket.

Filter by Account lists your WhatsApp, Messenger, Instagram, Telegram and TikTok Shop accounts and your live chat widgets, with Select all. Filter by User lists your colleagues and shows chats assigned to any of them. Both reload the list a second after a change and close the open chat.

Why

Split the work by channel or cover a colleague’s chats.

Chat rows

Part	What it shows	Why
Name	The customer; for live chat, name and email in brackets (hover the avatar for the email)	Know who is waiting
Latest message	The start of the newest message, or File	See what the chat is about without opening it
Blue badge	Unread messages	Spot new messages
Blue tick and left line	The newest message is your team’s	See which chats are answered
Channel icon and account	Where the chat came in	Know which channel’s rules apply
Time without response:	How long the customer’s newest message has waited: green under 5 minutes, yellow under 10, red from 10	Answer the longest wait first

Your chat notifications and counters

These personal settings change only your own Chats screen and alerts.

Setting	Where	What it changes
New Chat Message (All)	Notifications	A pop-up for new messages in all chats you are responsible for or assigned to
New Chat Message (Personal)	Notifications	A pop-up only for new chats with nobody assigned and for messages in chats assigned to you
Pop-up Chat Sounds	Notifications	A sound with the chat pop-up
Chat badge in the menu	Account Settings	The counter next to Chats: Unread Chats or Unread Chat Messages

Pop-ups never appear for the chat you have open.

Who sees what

Part of the screen	What decides whether you see it
Chats in the sidebar	The Chats permission, set per user by an admin, and a plan with chats (every plan); see User permissions and roles
Chats in Open and Closed	The accounts and live chat widgets an admin gave you access to, plus chats assigned to you
AI Summary	AI (every plan) and AI summaries switched on in AI Settings
AI Help	AI (every plan)
The three-dot transcript icon	Live chats, when your company has an active transcript
Edit	Your team’s messages on live chat and Telegram
Delete	Your team’s messages on live chat, Telegram and TikTok Shop
Reply to Message	Telegram chats
Order Details, Tickets	A customer linked to the chat
Filter by User	Open and Closed

Chats, WhatsApp and the live chat widget are part of every plan. See What each plan includes.

What you need to know

Topic	Fact
Order	Newest message first; ten chats per page, more as you scroll
Read state	Shared by the team: opening a chat marks it read for everyone; WhatsApp and Messenger customers see a read receipt
Assignees	Any number per chat; replying assigns you
Reopening	Any new message, from the customer or your team, reopens a closed chat
Auto-responses	Messenger, Instagram, Telegram, TikTok Shop and live chat; never WhatsApp
Waiting time	Green under 5 minutes, yellow under 10, red from 10; only while the customer’s message is the newest
Summary	On request only; renew from five newer messages; one per chat
Files	Up to 20 MB; pictures only on Instagram
Reply window	WhatsApp, Messenger and Instagram accept ordinary replies within 24 hours of the customer’s last message
Filters	Kept while you switch lists, reset when you reload; changing one closes the open chat
Live updates	New messages and assignments arrive without reloading while you are connected

Frequently asked questions

Lists and finding chats

Why is a chat missing from my Open list?

Open under Chats shows the open chats of the accounts and live chat widgets an admin gave you access to, plus open chats assigned to you. If the chat’s account is not yours and nobody assigned it to you, it is not listed; ask an admin to give you the account, or a colleague to assign you. A closed chat is in Closed.

What is the difference between my list and the Open list?

My Chats lists only the open chats assigned to you. Open lists every open chat you are responsible for through your accounts and live chat widgets, assigned to you or not. Use My Chats as your queue and Open to pick up unassigned chats.

Can I search the text of the messages?

No. Search at the top of the Chats screen matches the chat title, which is the customer’s name and, for live chats, their email address. To find a chat by what was said, search for the customer’s name, or use Filter by Account to narrow the list to one account first.

Why did the conversation I had open disappear when I changed a filter?

Changing Filter by Account or Filter by User reloads the chat list a second later and closes any open conversation, because the chat might not be in the filtered list. Set your filters first, then open the chat you want to answer.

What do the green, yellow and red lines in the list mean?

The line Time without response: shows how long the customer’s newest message has waited: green under 5 minutes, yellow under 10 minutes, red from 10 minutes. It appears only while the newest message is the customer’s; your reply removes it and adds a blue tick instead.

Where do new Instagram and TikTok Shop messages come from?

Opening Open fetches new conversations from your connected Instagram and TikTok Shop accounts, showing Sync from marketplaces meanwhile. Opening a chat on those channels fetches its latest messages too. WhatsApp, Messenger, Telegram and live chat messages reach Replyco as they arrive.

Working in a chat

Does opening a chat mark it as read for my colleagues too?

Yes. Read or unread belongs to the message, not to each user, so when anyone opens a chat on the Chats screen, its unread badge and the sidebar counters go down for the whole team. On WhatsApp and Facebook Messenger the customer also sees that the messages were read.

Can more than one person be assigned to a chat?

Yes. In the side panel of the chat, open Assigned and pick as many colleagues as you need; each of them sees the chat in My Chats. Replying to a chat also adds you as an assignee if you were not one already.

What happens when a customer writes to a closed chat?

The chat reopens by itself: it leaves Closed, returns to Open and to the My Chats list of its assignees, and the new message is unread. A reply sent by your team in a closed chat reopens it in the same way.

Why did a WhatsApp chat get no auto-response?

Chat auto-responses answer Messenger, Instagram, Telegram and TikTok Shop chats and live chats from your website widget, but never WhatsApp chats; the rules under Chat ToolsAutomation cannot select a WhatsApp account. Answer WhatsApp chats yourself, quickly, because WhatsApp accepts ordinary replies only within 24 hours of the customer’s last message.

Why can I not edit or delete a message I sent on WhatsApp?

Replyco offers Edit in the right-click menu only on live chat and Telegram chats, and Delete on those and on TikTok Shop chats, in both cases only on your team’s messages. WhatsApp, Messenger and Instagram messages cannot be changed from Replyco; send a correction as a new message instead.

Why is the reply box greyed out?

The reply box on the Chats screen is disabled while a reply is being sent, while your browser has lost its connection to Replyco’s chat service, and when no customer is linked to the chat. In the last case it shows Select the recipient to send the message to...; pick the customer in Select customer in the side panel. For a lost connection, reload the page.

Can I use snippets, placeholders or emojis in a chat reply?

The chat reply box has chat templates, files and AI Help, but no snippets, no placeholders such as a customer’s first name and no emoji picker. Chat templates are plain text, so edit the text in the box before sending when it needs the customer’s name.

Summaries, transcripts and notifications

Why does a chat have no AI summary?

Chats are never summarised automatically. Select Generate Summary in the AI Summary panel of the chat’s side panel. If the panel is missing, AI summaries are switched off with Thread Summary in AI Settings.

Why is there no Regenerate button although new messages arrived?

Regenerate Summary appears in a chat’s side panel once five or more messages are newer than the summary. Until then, the badge next to AI Summary counts the messages the summary does not cover. The summary is always written from the chat’s 15 most recent messages.

Why is there no transcript icon in my chat?

The three-dot icon next to the chat’s title, which opens Transcript, appears only on live chats from your website widget, and only when your company has at least one active transcript. WhatsApp and other messenger chats have no transcripts. Transcripts are created under Transcripts.

How do I get notified of new chats?

In your Notifications, switch on New Chat Message (All) for every message in chats you are responsible for or assigned to, or New Chat Message (Personal) for new unassigned chats and your own chats only, and Pop-up Chat Sounds for a sound. The pop-up does not appear for the chat you have open.

Troubleshooting

Symptom	What to check
Chats is not in the sidebar	Your user needs the Chats permission; an admin sets it in AdminUsers. See Invite users and set what they can do.
No chats were found.	Clear Search, Filter by Account and Filter by User; check Closed; check that you have access to the chat accounts and widgets.
A colleague sees a chat that you do not	They are responsible for its account or widget, or assigned. Ask to be assigned, or for access to the account.
The reply box is greyed out with Select the recipient to send the message to...	No customer is linked: pick one in Select customer under Customer Details.
The reply box is greyed out without a tooltip, or Connection unstable. Retrying (attempt {{attempt}}/{{max}})...	Your connection to Replyco’s chat service dropped. Check your internet connection and reload the page.
Failed to send message. Please check your connection. and Error Sending with Retry	Your connection failed while sending. Select Retry once the connection is back.
Error Sending with “Re-engagement message” on WhatsApp	The customer’s last message is more than 24 hours old; WhatsApp refuses ordinary replies. See Answer a chat.
An error pop-up starting “2018278” on Messenger or Instagram	The customer has not written for more than 24 hours; Meta refuses the reply, and it is not saved.
File size is more than 20MB.	The file is over 20 MB. Send a smaller file or a link.
A WhatsApp chat got no auto-response	Expected: auto-responses never answer WhatsApp chats. Answer them yourself; see Auto-responses for chats.
No AI Summary panel	AI summaries are off in AI Settings.
We cannot find this Chat.	The link points to a chat Replyco cannot load, for example one that no longer exists. Open the chat from the list instead.

Chat list and conversations

What you can do here

The screen at a glance

Choose a list and read it

Search and filter the list

Read a conversation

Assign a chat and close it

Read or generate the AI summary

Work with the customer, notes, order and tickets

Reply in the chat

Act on one message

Send a transcript of a live chat

Every control, explained

My Chats, Open and Closed

Search

Filter by Account and Filter by User

Chat rows

Messages

Error Sending and Retry

Reply box

Template icon

Add attachment

AI Help

Send arrow

Assigned

Status

Three-dot icon

AI Summary

Customer Details

Notes

Order Details and Tickets