The Conversations tab

The Conversations tab is your inbox. On the left is the list of everyone who has messaged your bot; on the right is the selected conversation’s full history. It’s where you watch what your bot is doing, step in when a customer needs a person, and reply by hand. For the underlying model — contacts, conversation state, handover, and the 24-hour window in depth — see Conversations. This page is about the tab itself and what its indicators mean.

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The contact list

Every contact who has messaged your bot appears in the left-hand list, most recent at the top, with a preview of the last message.

• Search the list by name or phone number with the box at the top.
• Filter by state with the All states dropdown to show only conversations in a particular state — for example everyone currently in handover.

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What the green circle means

A green ring around a contact’s avatar means their 24-hour messaging window is open — they’ve sent you a message within the last 24 hours, so you can reply freely. This matters because of a Meta rule, not a Paige one: a business can only send free-form messages to a customer for 24 hours after that customer’s last message. While the green ring is showing, you’re inside that window. Once it’s gone, the window has closed and you can only reach that contact with an approved message template.

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Three indicators, three meanings

The list uses three markers that are easy to mix up. They mean different things:

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Taking over from your bot

When a customer needs a person — they’re upset, the request is unusual, or they’ve asked for one — click Handover at the top of the conversation. Your bot stops responding to that contact entirely; their messages still arrive and are recorded, but they wait for you. To hand back, click Handover ON and pick the state to resume from — your bot needs to know where in the conversation to pick up. The full mechanics, including why there’s no plain “give it back” button, are on the Conversations page.

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When the window has closed

If the 24-hour window has expired, the handover button reads 24h expired and the reply box shows 24-hour messaging window has expired. Your only way to reach the contact after that is an approved message template — and you can send one without leaving this tab.

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The reply box

Everything you can do in a conversation sits inside the reply box at the bottom of the thread: the place you type, a send arrow on the right, and a small chevron on the left that opens the rest. Click the chevron and two round buttons appear above it:

• Send template — the template picker, covered below.
• Attach files — the paperclip, for sending a picture, video, voice note or document.

They’re tucked away on purpose. A long message stays full width instead of being squeezed between buttons, and the same two actions sit in the same place on a phone as on a computer. Click the chevron again — or pick an action — to close it.

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Sending a template

Open the chevron in the reply box and click Send template to open the picker. It works whether or not the window is open, and whether or not handover is on — unlike the reply box, it isn’t gated, because a template is exactly what you need when everything else is unavailable. The picker shows the templates Meta has already approved for your number. Pick one and you’ll see it exactly as the customer will.

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Filling in the blanks

If the template has placeholders — {{1}}, {{2}} — you fill them in right there in the picker, and the preview updates as you type. You can’t send until every placeholder has a value, so a customer never receives a message with a raw {{1}} in it.

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The conversation starter

Paige keeps one standard template, the conversation starter, pinned to the top of the picker. It’s a plain one-tap opener whose only job is to get a reply — and a reply is what reopens the 24-hour window so you can talk normally again. If your project doesn’t have one yet, the picker offers to create it for you. Meta reviews it like any other template, which usually takes a few minutes.

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Sending a file

You can send a customer a picture, a video, a voice note or a document straight from the conversation — a photo of the part they asked about, a signed quote, a menu. Open the chevron in the reply box, click Attach files, and pick one or more files from your computer or phone. Each file appears on its own row above the box, with its name and size. Take one off again with the × at the end of its row, or click Attach files again to add more. Nothing is sent until you press send.

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What you can send

Anything else is refused as you pick it, with the reason, before it’s uploaded — so you find out immediately rather than after a failed send. These are WhatsApp’s limits, not Paige’s.

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Two rules that decide whether you can send at all

The 24-hour window applies too. If the contact hasn’t messaged you in the last 24 hours, the file won’t go — Meta doesn’t allow it. Send an approved template instead; once they reply, the window reopens and you can attach files again. Both rules are enforced when you press send, not just in the buttons, so a stale page can’t slip a file past them.

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Captions

Every file can carry its own caption — you’re not limited to one line for the whole batch. On a computer the caption box sits under each file; on a phone, tap Add caption on its row to open it. Audio is the exception. WhatsApp has no caption on a voice note, so audio files have no caption box. Put the explanation in your typed message instead.

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Sending several at once

You can attach up to 10 files in one send. Paige sends them one after another, in the order you attached them, and each row shows its own progress — Uploading, Sending, then Sent. Anything you type is sent last, after the files. That’s so “see attached” never arrives before the thing it refers to. And if a file doesn’t go out, your typed message is held back rather than sent on its own — fix or remove the file first, then send.

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When something doesn’t go through

Paige is deliberately precise about the difference between didn’t send and don’t know: If the problem is with the conversation rather than the file — handover off, window closed, no number connected — Paige stops the batch there instead of failing each remaining file the same way.

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Files you’ve sent are kept

A file you send is stored by Paige permanently and stays viewable in the thread, so you can scroll back months later and still open the quote you sent. That’s deliberate: WhatsApp drops media after about 30 days, which would otherwise leave you with a record of a conversation whose attachments had vanished. Resetting a project doesn’t remove them. Deleting the project does.

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Tagging a contact while you’re talking to them

Tags are labels you put on a contact — vip, interested, trial — and they’re what segments and broadcasts use to find people later. You can add or remove them without leaving the conversation. Open a conversation and click the tag icon in the thread header. It shows a number when the contact already has tags. On a phone it opens a panel from the bottom of the screen; on a computer it opens next to the button. Inside you’ll find:

• The contact’s current tags, each with a small × to take it off.
• A box to type in, and a list of every tag already used on your contacts with how many people carry each. Clicking one is usually what you want — it puts this person into an audience you already use.
• Anything you type that isn’t in the list becomes a new tag.

Each change saves on its own as soon as you make it — there’s no Save button. If something goes wrong the tag goes back to how it was and you’ll see why. A contact can carry up to 25 tags. Capitals don’t matter when you type. Tags are stored in lower case, so VIP and vip are the same thing to type. Removing isn’t fussy about capitals either: taking off VIP removes vip and ViP too, which is how you tidy up older tags. Tags added here work exactly like tags added anywhere else, so a segment built on vip picks this contact up straight away and your next broadcast to that segment reaches them.

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Let the Conversations Agent help

Open this tab and the chat sidebar switches to the Conversations Agent — an assistant that knows your contacts and their history. Ask it to find contacts waiting in handover, summarise a conversation, or draft a reply for you to review and send. You can also just ask it to tag someone: “tag them as vip”, “mark this person as a lead”, “take the trial tag off them”. It writes the change straight away and the tags in the thread header update as it does — there’s no card to approve, because one contact is a small change you can undo with a tap. It handles one contact at a time; to tag a whole group, ask the Broadcasting agent instead.