The Feed is the real-time stream of every customer conversation in your Inbox. When you click into a conversation from the list, the Feed is what fills the center panel.

And it’s not just a chat log, also shows system events (like when the AI escalated a conversation or when an agent reassigned it), integration activity from tools like Shopify and Klaviyo, and internal notes left by your team. Everything that happened in or around a conversation appears here, giving you complete context before you type a single reply.

When you open a conversation, the Feed displays several types of content in the order they occurred.

Customer messages appear as incoming messages, showing the text the customer sent along with the channel they used (WhatsApp, email, live chat, or Instagram). If the customer sent images, files, or voice messages, those appear inline as well.

AI messages show what Konvo's AI said to the customer before the conversation reached you. This is especially important for escalated conversations: you can see exactly where the AI got stuck or why it handed off, so you don't ask the customer to repeat themselves.

Agent messages are replies sent by human agents on your team. If the conversation was reassigned between agents, you'll see each person's contributions in sequence.

System events track operational changes. These include assignment changes (who the conversation was assigned to and when), state transitions (when it moved from Automated to Open, or from Open to Closed), escalation events, and similar workflow actions. System events are lighter in visual weight than messages, but they're valuable for understanding the conversation's journey.

Integration events surface activity from connected platforms. If Shopify is integrated, you might see order-related updates. If Klaviyo is connected, subscription or campaign events may appear. These events give agents commercial context without leaving the conversation.

Internal notes are messages visible only to your team. Customers never see them. Notes appear in the Feed with a distinct visual style so you can tell them apart from customer-facing messages at a glance.

📸 [Image: Screenshot of the Feed showing customer messages, AI messages, agent messages, system events, and an internal note]

📸 [Image: Screenshot of the Feed showing customer messages, AI messages, agent messages, system events, and an internal note]

At the bottom of the center panel sits the message composer, your primary tool for responding to customers and collaborating with your team.

Writing and sending replies. Type your message in the text field and hit send. The message goes out immediately on whatever channel the conversation is using. Keep in mind that the customer sees your reply instantly, so double-check before sending.

The channel selector. A dropdown next to the text field shows which channel you're replying on (for example, "WhatsApp" or "Email"). You can switch channels mid-conversation, but only between WhatsApp and email. This is useful when a WhatsApp conversation needs something better suited to email, like sending an invoice or a detailed PDF. ⚠️ One important thing to remember: when you switch to email, the customer receives a standalone email message. They do not see the WhatsApp history in that email, so make sure your email includes enough context to stand on its own.

Internal notes. Switch the composer to "Note" mode using the channel dropdown. Notes appear in the Feed for your team but are completely invisible to the customer. Use notes to document decisions ("Approved a one-time 15% discount"), add context for the next agent ("Customer called earlier, prefers to be contacted by phone"), or coordinate with colleagues through @mentions.

@Mentions in notes. When you type @ followed by a colleague's name inside a note, that person receives an in-app notification and the conversation appears in their Mentions inbox. This is the fastest way to loop someone in without reassigning the conversation. For example: "@Laura, can you confirm if we still have this item in stock?"

File attachments. Click the paperclip icon to attach files. Supported formats include PDFs (up to 100MB), images in JPEG or PNG format (up to 5MB), videos in MP4 or 3GP format (up to 16MB), audio in MP4 or MPEG format (up to 16MB), and stickers in WEBP format (up to 100KB).

Audio messages. Use the recording button to record and send a voice message. You can preview the recording, re-record if needed, or delete it before sending.

📸 [Image: Screenshot of the message composer showing the channel selector, Note mode toggle, and file attachment button]

📸 [Image: Screenshot of the message composer showing the channel selector, Note mode toggle, and file attachment button]

Quick replies are saved responses that help agents answer frequently asked questions faster. Instead of typing the same return policy explanation for the tenth time today, you can pull it from your quick replies in a few keystrokes.

How to use them. Type "/" in the message composer to open the quick replies menu. You'll see your saved responses listed. Select one and it populates the text field, ready to send. You can edit it before sending if you need to personalize it for the specific customer.

How to create them. Write a message in the composer, then click the "Save as quick reply" icon. The message is saved and becomes available to your team through the "/" shortcut. Quick replies are text-only for now.

📸 [Image: Screenshot of the quick replies menu triggered by the "/" shortcut in the composer]

Quick replies vs. templates. This is an important distinction. Quick replies are internal shortcuts for agents. They work on any channel and don't require any approval process. Templates, on the other hand, are Meta-approved messages specifically designed for WhatsApp (more on this below). Quick replies speed up your workflow. Templates are required by WhatsApp's messaging rules.

WhatsApp has a unique constraint that doesn't apply to other channels: the 24-hour messaging window.

How it works. When a customer sends you a message on WhatsApp, a 24-hour window opens. During that window, you can reply freely with any message. Once the window closes (24 hours after the customer's last message), you can no longer send freeform replies. Instead, you must use a Meta-approved template to re-initiate the conversation.

Using templates. Click the template icon (the brush icon) in the composer to browse available templates. Hover over a template to preview its content, then click to select and send. Templates are created and submitted for Meta's approval in Settings, not by agents directly. If you need a new template, ask your admin.

Template types. There are two main categories. Utility templates are for informational messages (order confirmations, shipping updates, appointment reminders). Marketing templates are for promotional content (product launches, sales announcements, re-engagement campaigns).

When templates aren't needed. If the customer messaged you within the last 24 hours, you can reply freely without a template. Templates only become necessary after the window expires.

📸 [Image: Screenshot of the WhatsApp template picker showing utility and marketing template categories]

Starting a new conversation. To initiate contact with someone new, use the "+" button at the top of the conversation list. For WhatsApp, you'll need to use a template since there's no existing conversation window. For email, you can compose freely. One thing to know: contact creation in Konvo is always tied to starting a conversation. You cannot add a contact to your system without initiating a message first.

Reopening a closed conversation. Go to the Closed section in your conversation list, find the contact, click "Open Conversation," write your message, and send. For WhatsApp, if more than 24 hours have passed since the customer's last message, you'll need to use a template to reopen. For email, you can compose freely at any time.

WhatsApp outreach guidelines. When reaching out to a new contact on WhatsApp, keep in mind that the recipient needs to reply for you to continue the conversation. WhatsApp restricts sending additional messages without a response. As a practical guideline, send one or two messages to gauge engagement before sending more.

Article 3.0 introduced the five conversation states. Here's a practical guide to using them in your daily workflow.

Open is your active work queue. If a conversation is Open, it means someone on your team should be working on it. Conversations land here when the AI escalates, when a customer writes on a channel without AI enabled, or when an agent manually takes over from Automated. The goal is to keep your Open count as low as possible by resolving conversations or moving them to the appropriate state.

Automated is where the AI is working. You can monitor these conversations to see how the AI performs, but you don't need to act unless something looks off. If you see the AI struggling or giving an incorrect answer, you can take over the conversation manually, which moves it to Open.

Idle is a timed pause designed for situations where you've responded but aren't sure the conversation is done. The most common use case is after handling a sensitive or emotional customer interaction. You set a timer (for example, one hour). If the customer replies before the timer expires, the conversation returns to Open. If the timer expires without a reply, the conversation auto-closes. Idle keeps your active queue clean without risking premature closure.

Snoozed is your personal reminder system. Unlike Idle (which is about the customer's response), Snooze is about your own schedule. Maybe you're waiting for internal information, or you want to follow up tomorrow morning. Set a snooze with preset options (1 hour, tomorrow, next week) or a custom date and time. When the snooze expires, the conversation reappears in your inbox.

Closed means resolved. ⚠️ Closing is a meaningful action in Konvo: if the same customer reaches out again after their conversation has been closed, Konvo creates a brand new conversation and the AI starts fresh with no memory of the previous thread. Human agents can still browse the old conversation in the Closed section for reference, but the AI cannot access it. Only close when you're genuinely confident the issue is fully resolved.

The toolbar at the top of each conversation gives you quick access to key actions.

Pin keeps a conversation pinned to the top of your conversation list for easy access. Use it for high-priority issues you're actively monitoring or working on throughout the day.

Snooze lets you schedule a reminder to revisit the conversation later. Choose from presets (1 hour, tomorrow, next week) or set a custom date and time.

Hide removes a conversation from your current view without closing it. The conversation still exists in the system and can be found through search or other inbox views.

Assign opens a dropdown where you can search for and assign the conversation to a specific agent. The picker shows team members' names and roles. Once assigned, the conversation appears in that agent's My Inbox.

Site Conversations shows all the automated conversations the AI has had with this particular customer on your website. If you've configured Live Chat in Deploy (article 2.7), this is where you review what the AI said. Note: this is not the same as Side Conversations — the feature in article 2.4 that lets your AI contact your warehouse or 3PL by email. It's useful context when a customer says "I already tried your website" and you want to see what they experienced.

Close resolves the conversation and moves it to the Closed state. Remember the rule: only close when the issue is fully resolved.

The right panel displays everything you know about the customer you're speaking with. Here’s a quick refresher on how to use it effectively during conversations.

Before you reply, glance right. Check the customer's order history, lifetime spend, and any tags or custom fields. Knowing whether you're talking to a first-time buyer or a loyal repeat customer with 30 orders changes how you approach the conversation.

Update fields in real time. If you learn something new about the customer during the conversation (their preferred language, their VIP status, a communication preference), update the custom fields directly from the panel. The next agent who handles this customer will benefit from your notes.

Use tags for categorization. Apply conversation tags to track issue types ("refund-request," "shipping-delay," "product-question") and contact tags to flag customer attributes ("VIP," "influencer," "wholesale"). Tags are freeform, meaning you type whatever you want rather than choosing from a fixed list. They're searchable and can be used as filters in Shared Views (article 3.3).

📖 Agents’ Configuration (3.2): Set up your support team, manage agent roles, and configure how conversations get assigned across your team.

📖 Shared Views Configuration (3.3): Create custom filtered views to organize your Inbox around your team's specific workflow, channels, and priorities.