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Handle conversations and take control

Every conversation from every channel lands in a single inbox.

Path: side menu → AI Agents ("Agentes IA") → LeadTasker → "Conversaciones" tab (or admin.taskerpro.ai/inbox).

  1. In the "Conversaciones" tab, the left-hand list shows all chats. Use the search box ("Buscar…") to find a conversation.
  2. Filter with "Filtros": by channel ("Todos los canales"), "Solo no leídos" (unread only), or by status ("Todas" / "Escaladas"). Use "Limpiar filtros" to reset.
  3. Click a conversation to open the thread. In the header you have "Ver contacto" to open its profile.

Take control (reply yourself)​

By default LeadTasker replies on its own. When you want to reply by hand:

  1. In the thread you'll see the notice "El agente está atendiendo esta conversación. Toma el control para responder a mano."
  2. Click "Tomar control" in the header.
  3. The reply box appears. Write in "Escribe tu respuesta…" and click "Enviar" (Enter also sends). You can use "Respuestas guardadas" (saved replies) or "Adjuntar archivo" (attach a file, up to 16 MB).
  4. To hand the conversation back to the agent, click "Liberar al agente".

Messages you send by hand over WhatsApp count against your plan's WhatsApp quota.

Replying on WhatsApp after 24 hours​

WhatsApp only delivers free text within the 24 hours after the customer's last message. If that time has passed (or the customer has never written to you on WhatsApp), the reply box warns you and switches to template mode:

  1. Pick a Meta-approved "Plantilla" (template).
  2. Click "Enviar plantilla" (send template). Meta charges for every template sent.
  3. When the customer replies, free text is available again.

If you have no approved template, you'll see the "Crear una plantilla" link (see Connect your channels). If you still write free text, the app warns you it probably won't arrive.

Delivery status​

Under each message you send you see its status: "Enviando…" (sending), "Enviado" (sent), "Entregado" (delivered), "Leído" (read) or "No entregado" (not delivered). If it wasn't delivered, hover over it to see why, for example:

  • Outside the 24-hour window: use a template or wait for the customer to write.
  • The channel is paused: the message wasn't sent; reactivate the channel or reply another way.
  • The number has no WhatsApp, or WhatsApp blocked it by policy.

"Sin confirmar" (unconfirmed) means the provider didn't respond and we don't know whether it arrived. That message isn't resent automatically: check the conversation before sending it again, so the customer doesn't get it twice.

Resolve a conversation​

  1. In the conversation's actions panel, open the status selector and choose "Resuelto" (new ones are "Abierto").
  2. You can also add "Etiquetas" (tags) and an internal "Nota interna" (with "Guardar nota").
note

If you set required attributes, you may see "Faltan atributos obligatorios antes de resolver." Complete them first (see Configure LeadTasker).

Escalated conversations​

When LeadTasker detects something that needs a person (for example, an upset customer), it marks the conversation as "Escalada" (red bar in the thread):

  1. Click "Asignarme" to claim it.
  2. When you've handled it, click "Resolver" to close it.

Escalations also reach you as an alert (see CoachTasker).

Delete a conversation​

You can delete a conversation from its row in the list or from the thread menu ("Eliminar conversación").

  • The conversation and its messages are deleted. You can only undo it from the notice that appears right then ("Deshacer"); after that there's no way to recover it, and the messages are fully erased in about 30 days.
  • The contact isn't deleted. If the customer writes to you again, the conversation reappears in your inbox.
  • If you also want to remove the contact, delete it from Contacts (see Organize contacts).