FaceBot Live Inbox, shown as AI Chats inside the platform, brings your WhatsApp customer conversations into one connected workspace.
Your team can review previous messages, continue conversations, send supported media, monitor delivery status, and decide whether FaceBot AI or a human representative should handle each chat.
Instead of moving between disconnected contact records, lead pages, reports, and WhatsApp tools, FaceBot keeps the customer conversation connected with the wider sales workflow.
What is FaceBot Live Inbox?
FaceBot Live Inbox is the WhatsApp conversation workspace inside FaceBot.
It provides a single view for:
- WhatsApp conversation history
- Customer contact context
- Text and media messages
- Message delivery states
- Manual replies
- AI conversation controls
- Human takeover
- Real-time conversation updates
The same customer conversation can also be opened from connected FaceBot workflows such as Contacts, Leads, and Campaign reporting.
Why a connected WhatsApp inbox matters
Customer conversations become difficult to manage when important information is scattered across multiple tools or individual devices.
A sales representative may know who the customer is but not what was discussed previously. Another team member may follow up without seeing earlier messages. A lead may move forward in the pipeline while the conversation that created the opportunity remains somewhere else.
FaceBot Live Inbox helps keep those pieces together.
- See the full conversation before replying: Team members can review previous WhatsApp messages instead of starting without context.
- Keep human and AI handling connected: AI and sales representatives work with the same conversation thread.
- Track message delivery: Sent, delivered, read, and failed states remain visible.
- Move directly from lead to conversation: Related FaceBot modules can open the relevant customer chat.
- Keep follow-up organized: Customer messages remain available as part of the wider FaceBot sales workflow.
How Live Inbox works in FaceBot
1. Choose a conversation from the chat list
The conversation list displays available WhatsApp contacts for the connected workspace.
Select a contact to open the corresponding chat history.
If the workspace does not yet have any conversations, FaceBot displays an empty state instead of showing unrelated data.
2. Review the complete conversation timeline
The main conversation area shows WhatsApp messages in chronological order.
When older history is available, additional messages can be loaded as the user moves upward through the timeline.
FaceBot can display multiple WhatsApp message types, including:
- Text messages
- Images
- Videos
- Voice and audio messages
- Documents
- Location shares
- Shared contact cards
WhatsApp template messages can also appear in the timeline with available body text, footer information, and button-style content.
3. Reply directly from FaceBot
When the workspace has the required sending capability, users can reply directly from the Live Inbox.
The reply area supports customer communication without requiring the team to leave FaceBot and open a separate messaging tool.
Supported media can also be attached from the conversation interface.
4. Use the inbox even when sending is unavailable
FaceBot separates conversation access from sending capability.
If the workspace can access Live Inbox but does not currently have the required sending entitlement, the conversation remains available in view-only mode.
This means team members can still review customer history and context even when direct reply controls are unavailable.
Track WhatsApp message delivery
Sending a message is only part of the conversation workflow. Teams also need to understand what happened afterward.
FaceBot Live Inbox displays WhatsApp message states such as:
- Sent
- Delivered
- Read
- Failed
This gives users more visibility into whether a message successfully reached the customer.
If a message fails, the team can identify the issue instead of assuming the customer received the communication.
AI and human control in the same conversation
Live Inbox also acts as the control point for FaceBot's Smart AI Communication workflow.
When AI capabilities are enabled, each conversation can show its current AI handling state.
Status labels available in FaceBot include:
- AI Active
- Human Handling
- AI Paused
- AI Disabled
Take Over
Take Over allows a human team member to pause AI handling and manage the customer directly.
This is useful when the conversation reaches a point where personal judgment, negotiation, clarification, or direct sales handling is more appropriate.
Resume AI
After the human interaction is complete, the representative can select Resume AI to return the conversation to FaceBot's AI communication workflow.
Disable AI for Contact
When a specific customer should remain under manual handling, users with the appropriate access can use Disable AI for Contact.
This keeps AI communication disabled for that contact until the setting is intentionally changed again.
Real-time WhatsApp conversation updates
FaceBot Live Inbox updates as conversation activity changes.
Incoming customer messages, outgoing message updates, and message delivery states can appear without requiring the team to repeatedly reload the conversation page.
This helps the inbox function as an active sales and customer communication workspace rather than a static message archive.
Open WhatsApp conversations from other FaceBot workflows
A major advantage of Live Inbox is that the conversation is connected with other FaceBot modules.
Users can enter the same customer chat from different points in the sales workflow.
From Contacts
A team member reviewing a customer record can open the associated conversation to understand recent communication before taking another action.
From Leads
Sales representatives can move from lead intelligence into the related WhatsApp conversation when follow-up is required.
This connects lead quality, status, and customer context with the actual conversation behind the opportunity.
From Campaign reporting
Campaign reporting workflows can also connect users with recipient-level conversation context where the relevant chat is available.
This makes it easier to move from campaign activity into actual customer communication.
How to use FaceBot Live Inbox
- Open AI Chats: Select AI Chats from the FaceBot navigation.
- Select a customer: Choose the relevant contact from the conversation list.
- Review previous messages: Read the existing WhatsApp history before responding.
- Load older history when needed: Move upward through the timeline to retrieve earlier conversation context.
- Review message types: Check text, media, audio, documents, contact cards, or location information that may be relevant.
- Send a reply: Enter a message in the reply area when the workspace has sending permission.
- Send supported media when required: Attach the appropriate file or media from the same conversation workflow.
- Watch delivery status: Review whether the outgoing message becomes sent, delivered, read, or failed.
- Take over from AI when needed: Use Take Over when a human representative should handle the conversation.
- Resume AI when appropriate: Select Resume AI after manual handling is complete.
Test AI conversations before using them with customers
Eligible FaceBot workspaces can use Create Test Chat to simulate customer conversations.
This gives administrators and authorized users a safer environment for checking how the AI behaves before relying on new settings in real customer conversations.
Test Chat can be useful after:
- Changing AI Agent behavior
- Updating AI Configuration
- Changing Persona Notes
- Enabling media understanding
- Adjusting voice-response settings
Test chat creation is restricted and is not available to general team-member access.
WhatsApp's customer-service window
Free-form WhatsApp replies are subject to the applicable customer-service messaging window.
When the free-form messaging window is no longer available, FaceBot can show the relevant restriction instead of treating the conversation as eligible for an unrestricted raw reply.
Where appropriate, an approved WhatsApp template workflow should be used instead.
Live Inbox access and permissions
FaceBot controls Live Inbox capabilities through workspace package entitlements and feature access.
- Live Inbox access: Determines whether the conversation workspace is available.
- Sending capability: Determines whether users can send free-form WhatsApp messages.
- AI Agent access: Determines whether AI conversation controls are available.
- Media AI capability: Controls relevant AI media testing and understanding features.
- WhatsApp connection: Determines which connected WhatsApp account provides the conversation data.
Example workflow
A sales representative opens a customer inside the FaceBot Leads workspace.
The lead has an active follow-up requirement, so the representative opens the related WhatsApp conversation in Live Inbox.
Before replying, the representative reviews the previous conversation and sees what the customer already asked about.
The rep sends a follow-up message and watches the message move from sent to delivered.
The conversation then becomes more sensitive and requires direct negotiation.
The representative selects Take Over, which places the chat under human handling while the sales discussion continues.
Once the manual negotiation is complete, the representative selects Resume AI, allowing the FaceBot AI communication workflow to continue assisting with the conversation.
The customer history remains in the same thread throughout the entire process.
How Live Inbox connects with FaceBot Lead Management
Live Inbox is more than a WhatsApp message viewer.
The conversation can remain connected with FaceBot's wider lead-management workflow.
Sales teams can move between:
Customer conversation → Lead intelligence → Follow-up → Conversation → Outcome.
This allows representatives to use customer communication and lead information together rather than managing them as separate systems.
Best practices
- Review conversation history before replying: Previous customer messages often contain the context needed for a better follow-up.
- Use Live Inbox as the conversation record: Keep customer WhatsApp communication accessible to the wider team instead of depending on individual memory.
- Use Take Over when human judgment matters: Negotiations and sensitive customer situations may need direct representative involvement.
- Resume AI after handoff when appropriate: Return routine conversation handling to the AI Agent after the human task is complete.
- Monitor failed messages: A failed send should be investigated rather than treated as successful customer outreach.
- Use Test Chat after major AI changes: Validate new settings before applying them to live conversations.
- Open chats from Leads: Review actual conversation context before deciding the next sales action.
- Respect WhatsApp messaging rules: Use approved template messaging when free-form customer-service messaging is no longer available.
Frequently asked questions
What is AI Chats in FaceBot?
AI Chats is the FaceBot navigation area that provides the Live Inbox and WhatsApp Chat History workspace.
Can I see the full WhatsApp conversation history?
Yes. FaceBot displays the available conversation timeline and supports loading older messages when additional history exists.
Can I send WhatsApp replies from FaceBot?
Yes, when the workspace includes the required sending capability and the conversation is eligible for the message being sent.
Can I still view conversations if my package does not allow sending?
Yes. Live Inbox can remain available in view-only mode so users can review customer conversation history.
Can FaceBot display WhatsApp media?
Yes. The conversation timeline supports applicable images, videos, voice/audio messages, documents, locations, and shared contact cards.
Can I see whether the customer read my message?
FaceBot displays available message states including sent, delivered, read, and failed.
Can a salesperson stop the AI from replying?
Yes. Use Take Over to place the conversation under human handling.
Can AI be turned back on later?
Yes. Select Resume AI when the conversation can return to AI-assisted handling.
Can I disable AI for one customer?
Yes. FaceBot provides a Disable AI for Contact control for cases where that customer should remain under manual handling.
Why does FaceBot show a 24-hour messaging restriction?
Free-form WhatsApp messages are subject to the applicable customer-service window. When that window is closed, an approved WhatsApp template flow may be required instead.
Can I create a fake conversation to test the AI?
Authorized users can use Create Test Chat to simulate customer-style text and media interactions without using a real customer conversation.
One conversation workspace from first message to follow-up
FaceBot Live Inbox keeps WhatsApp communication connected with the rest of the customer journey.
Your team can review the conversation, reply to the customer, monitor delivery, use AI assistance, take over manually, and return to lead management without losing the context behind the opportunity.
The result is a simpler workflow:
Conversation → Context → AI or Human Action → Follow-Up → Lead Progress.