The dashboard

Inbox

Every conversation your agency is having — WhatsApp, Messenger, website, Facebook comments — in a single list. This is where your team spends most of its day.

The layout

The Inbox has three columns:

The thread list on the left — one row per conversation, newest activity on top.
The conversation in the middle — the full message history, with a box to type a reply.
The details panel on the right — contact information, status, assignment and internal notes.

Reading the thread list

Each row shows the student’s name or number, a preview of the last message, the channel icon, and two badges:

Channel: WhatsApp, Messenger, Website, API or FB Comment — so you know where the conversation is happening.
Temperature: Hot, Warm or Cold — the AI’s current read on the student. Absent until the conversation is qualified.
Flagged: A marker that the AI has requested a human, or that a teammate has taken the conversation over.

Filtering and search

Narrow the list by:

Channel — show only WhatsApp, only Messenger, and so on.
Time — last hour, today, last 24 hours, last 7 or 30 days, this month, all time, or a custom date range.
Search — by the student’s ID or by words in a message.

Status and assignment

Every conversation has a status so your team knows what still needs attention:

Unassigned: No one on your team owns this yet.
Assigned: A specific counsellor is responsible for it.
In progress: Someone is actively working the conversation.
Resolved: Handled for now — the student’s question was answered.
Closed: Finished, archived from the active view.

Use the details panel to set the status and to assign the conversation to a teammate. Assignments feed the workload views elsewhere in the dashboard.

Replying by hand

Open the conversation
Click its row in the list.
Type in the reply box
Press Enter to send, Shift + Enter for a new line.
The AI steps back
As soon as you reply, the assistant pauses on that conversation so you and it never talk over each other. It resumes automatically once you are done — or you can pause it for that student for longer. See Human handover.

WhatsApp’s 24-hour rule

On WhatsApp you can only send a free-form message within 24 hours of the student’s last message. After that you need a pre-approved template. The Inbox handles this for you and tells you when a template is required.

Internal notes

The notes field in the details panel is private to your team — students never see it. Use it to record context (“waiting on IELTS result”, “father is the decision maker”) that the next person to pick up the chat will need.

Contact information

The details panel shows what is known about the student and links through to their full student profile in the CRM, where their applications, documents and history live.