Conversations

What the page is for

Conversations is the customer's inbox for every enquiry. Each enquiry sits here with its full dialogue: emails, text messages, messages from Messenger, Instagram and WhatsApp, the chat on the website, and phone calls with recording and transcript. The customer uses the page every day to follow what the AI assistant has replied, to write a reply in the same thread, and to see the lead's details, notes, meeting time and any purchase.

The page is split in three: categories on the left, the list of enquiries in the middle, and the conversation itself on the right. On a phone and in the app one part is shown at a time.

What it looks like

Two warnings can appear across the top of the page. "Your account is locked" is shown if the account has been locked by an administrator. "Payment issue" with the buttons "Pay now" and "Go to Settings" is shown if there is a problem with the payment; it can be closed with the cross on the right. The last one is only shown for customers who have their own subscription with the platform, so a partner's own customers and team members on an account never see it.

Categories (left column), under the heading "Categories". Each line shows a name and a count:

1. "All leads"
2. "Mine" (only shown for a customer with at least one team member, or as soon as at least one enquiry has an owner)
3. "Unassigned" (same rule as "Mine")
4. "New leads"
5. "Active conversations"
6. "Booked" (only shown if the account books meetings, or if at least one enquiry has a booked meeting)
7. "Purchased" (only shown if the customer's goal is purchases on the website, or if at least one enquiry has actually bought)
8. "Inactive conversations"
9. "Meta leads" (enquiries from the forms in Facebook and Instagram ads; only shown when there is at least one)
10. "Google leads" (enquiries from Google ads; only shown when there is at least one)
11. "TikTok leads" (enquiries from the forms in TikTok ads; only shown when there is at least one)

The column folds itself into a narrow strip of icons when the customer opens a conversation. A click on the menu icon at the top unfolds it again. There is no button for folding it up manually.

The list (middle column) shows the name of the chosen category, the count, a short explanation of the category and a search field. Each line in the list has a coloured dot, the lead's name, a blue dot if there is an unread message, a small channel icon for the channel the latest incoming message arrived on, the status text, the label "Auto-reply off" if auto-reply is switched off for the enquiry, the label "Cancelled" if a meeting has been cancelled, the label "Not contacted by the AI assistant" ("No follow-up from the AI assistant" on a chat lead) if the AI assistant did not take the enquiry, and the date the enquiry came in. The list is always sorted with the most recent activity at the top. In the app the same label sits on a line below the name.

Below the search field there is a row of channel buttons with logos: Instagram, Messenger, WhatsApp, SMS, Email and Website. A customer with agents (the package the agency chooses with Change agents in the partner portal) only sees the buttons for the channels the package uses: SMS and Email with the Booking agent, Website with the Chatbot, and Instagram, Messenger and WhatsApp with the Social media agent. Customers without agents see all six. If the package has only one channel, the row is not shown at all, since there is nothing to choose between.

The status text on a line is "New lead", "Active", "Inactive" or "Cold", but "Booked" beats all of them, and "Purchased" beats "Booked".

The conversation (right column) has two tabs at the top: a channel picker and "Info". The channel picker shows the channel you are on, and a click opens the list of the channels that have something to show, with a count of how many messages there are in each: "Email", "SMS", "Messenger", "Instagram", "WhatsApp" and "Chatbot". Email and SMS are in the list when there are messages in them, and on a brand new enquiry without messages, so the first message can be written. The other four only appear when there really are messages in them. An enquiry that came in through the chat on the website never gets an SMS, so SMS is never ready for a first message there. If it wrote in the chat, it therefore only has "Chatbot", plus "Email" if the visitor booked a time and got an email about it. The channel filter on the Leads page only opens a channel that is in the list.

Below the tabs is the thread, with the oldest message at the top. In the SMS, Messenger, Instagram, WhatsApp and chat threads, the customer's own messages and the AI assistant's sit as bubbles on the right and the lead's on the left. In the email thread the messages are shown as full width cards instead, where the customer's and the AI assistant's are tinted with a border, and the subject of the thread is at the top.

At the top of a Messenger, Instagram or WhatsApp thread is one small line with the connected account the conversation runs on: "Connected account: " followed by the page's name, the @username on Instagram, or the WhatsApp name and number. The line stays in place when scrolling. On a shared WhatsApp number only the number is shown. No technical ids are shown. If the system does not know the account, the line is simply not there.

Every message carries a time and a sender: "You" when the customer wrote it themselves, Konverto when the AI assistant wrote it, and "Lead" when it is the lead. In bubbles that line sits below the message, in the email thread at the top of the card, and there the lead's own email address is shown instead of "Lead". In all threads, phone calls are woven in at the time they happened. At the bottom is the message field with the send button.

A chat conversation can be an unverified chat. That happens when someone in the chat types the email address or phone number of an enquiry the customer already has, from a device that has not chatted on that enquiry before. Then the platform does not know whether it is the same person. The conversation is placed under the enquiry, so the customer can read it, and above its first message is an amber box: "Unverified chat. Someone entered this person's email or number from a new device, so we do not know if it is the same person. The chat could not see earlier messages or appointments, and could not move or cancel them." If the visitor typed a name, "Name entered in the chat:" followed by the name stands below the box. Every message in the conversation shows "unverified" after the sender. An unverified chat does not change the enquiry's name, status or details.

The "Info" tab shows at the top who owns the enquiry and which stage it is in. Below that are the lead's details (email, phone, ad, other details from the form, when the enquiry came in, any purchase, customer value and meeting time), the lead's name on Messenger, Instagram and WhatsApp when they have written there, "From ad" with the name of the ad when the conversation started from an ad, notes, the toggle that switches auto-reply on and off, the history of owner and stage, and the button for deleting the enquiry.

In the app on the phone the tab in the bottom menu is called "Conversations", but the page itself is headed "Inquiries". Instead of the category column there is only a search field, and for a customer with at least one team member also the button "Mine" next to it. Each line shows a dot, the channel's logo, the name, how long ago the last activity was, and a round button that places a call. For a customer with at least one team member the owner's first name stands under the name. Tapping a line opens the conversation full screen with a back arrow at the top.

The page follows the choice the customer made under Settings, Appearance: light or dark. The brand colour and the buttons are the same in both; only the surfaces change.

Buttons and fields

The categories "All leads", "New leads", "Active conversations", "Inactive conversations"

Filter the list. The number on the right is the count in the category. Below the heading of the list is the explanation: "All your leads in one place", "Leads that haven't replied yet", "Leads with activity within the last 7 days" and "Leads with no recent activity". The number of days in the third text is the customer's own inactivity limit, which is 7 days unless something else is set on the account. "Inactive conversations" holds both inactive and cold enquiries. A click on a category closes the open conversation. Nothing is sent, and nothing is saved.

The owner's name on the line

For a customer with at least one team member, each line in the list shows the owner's first name with a small person icon, both on the web and in the app. If the person has no name, the part of the email before @ is shown. An enquiry without an owner has no name on the line. Hovering over the name on the web shows "Owner:" and the name. The owner is chosen on the "Info" tab. Nothing is sent, and nothing is saved.

The categories "Mine" and "Unassigned"

"Mine" shows the enquiries the person logged in owns, both for the account owner and for a team member. "Unassigned" shows the ones nobody owns yet. New and old enquiries are unassigned until someone chooses an owner. If you change an owner yourself, the counts follow at once. If a colleague changes a choice on this page, the list and the open lead on the web fetch again by themselves shortly after. A choice on a social media card only shows there at the next fetch. A tab that has been in the background fetches again when it comes back, if more than a minute has passed. In the app a colleague's change only shows when the list is fetched again: when you come back to the list and more than two minutes have passed since last time. The categories do not change who can see what: everyone on the account still sees all enquiries. The category is kept in the page address like the others.

The category "Booked"

Shows only enquiries that have a booked meeting. It exists only on accounts that book meetings, or as soon as there really is a booked meeting to show. The explanation is "Leads with a booked meeting".

The category "Purchased"

Shows only enquiries that have bought. It exists for customers whose goal is purchases on the website, and otherwise as soon as a purchase is actually registered. The explanation is "Enquiries that ended in a purchase".

The categories "Meta leads", "Google leads" and "TikTok leads"

Show only enquiries that came in through an ad: "Meta leads" from the forms in Facebook and Instagram ads, "Google leads" from Google and "TikTok leads" from the forms in TikTok ads. Each category only appears once the customer has received at least one enquiry of that type, and then stays at the bottom of the list. A customer who does not advertise does not see them at all.

The search field "Search leads..."

Searches name, email and phone number within the chosen category. The search happens immediately, as you type. The cross on the right of the field empties it. The category and the search text are put into the page address, so a reload shows the same thing. In the app the field is called "Search name, email or phone".

The channel buttons below the search field

A click shows only the enquiries whose conversation takes place on that channel (the channel the lead's latest message arrived on). Another click on the same button shows all of them again. The email button carries the logo of the customer's connected email, otherwise an envelope. For a customer with agents only the package's channels are there. Enquiries from a channel that is not in the package are still under "All leads". With only one channel in the package the row is gone.

A line in the list

Opens the conversation. At the same time the thread is marked as read, so the blue unread dot disappears. Nothing is sent to the lead. On desktop the category column folds up so the conversation gets more room.

The channel picker at the top of the conversation

The button shows the channel you are on, and a click opens the list of the other channels. The number next to each channel is the number of messages in it, both the customer's and the lead's. When a conversation is opened, the platform picks the channel where the newest message is. If the lead has no messages yet, the conversation opens on email, or on SMS if the customer has no active email. Switching channel only pulls up that thread, it does not send anything. On the Info tab, the button shows the channel the conversation was last open on.

The "Info" tab

Switches from the thread to the lead's details. The tab exists both on the web and in the app.

The "Owner" picker (on the Info tab)

Always at the top of the Info tab, on the web and in the app. A click opens a menu with "Unassigned" at the top and below it the account owner and the team members with their initials and a tick by the chosen one. With eight people or more there is a search field, "Search by name". An enquiry has one owner. The account owner and the team members can both choose. The choice shows straight away in the list and on the tab and gives the confirmation "Owner saved". On an error the picker goes back to what it stood on, and it says "Could not save the owner".

If there are no team members on the account, the menu only has the account owner and the row "Invite a colleague", which leads to Settings, the Employees tab. A team member cannot invite anyone and does not see the row.

The "Stage" picker (on the Info tab)

Below "Owner". A click opens a menu with "No stage" at the top and below it the customer's own stages, with a tick by the chosen one. The first time the picker is shown, the default stages "New", "In dialogue", "Quote sent", "Meeting booked", "Won" and "Lost" are created in the user's language. After that they are the customer's own: "Edit stages" at the bottom of the menu opens the dialog "Stages", where they can be created, renamed, moved and deleted. If a stage is deleted, it also disappears from the enquiries that are in it, but the enquiries stay. The choice gives the confirmation "Stage saved", and on an error the picker goes back and it says "Could not save the stage". If the stages could not be loaded and the enquiry is in a stage, the picker shows "Could not load the stage" instead of "No stage". The stage is the customer's own grouping and lives side by side with the status: a booked meeting does not move the stage, and the stage does not change the status.

"History" (on the Info tab)

Below the notes. Shows who changed the owner or the stage and when, newest first. It is read only. If nothing has happened on the enquiry yet, the section is not there at all. A person no longer on the account is called "a former colleague".

The message field at the bottom

This is where the customer writes their own reply. The text in the field is "Write your email...", "Write your SMS..." or "Write your reply..." depending on the channel. The field grows with the text. Enter sends, and Shift plus Enter makes a line break.

On the email channel the message field is gone when the customer has no active email. If he has no email connected (or the connection has been lost), it says "Connect your email to send emails. SMS works without it." If he has switched Send emails off himself on the Channels card at the bottom of the Goal and booking tab (under Settings, Training Camp), it says "Email is turned off in your settings. SMS still works." This also applies in an email thread that already exists. SMS can always be used.

The send button (the paper plane)

Sends the message on the channel you are on, into the same thread as the rest of the conversation. The message appears in the thread straight away with the text "Sending...", then "Sent" with a tick, and is finally replaced by the version the platform has stored. If sending fails, "Could not send the message" appears under the bubble (in the email thread it just says "Error"), and the customer gets the warning "Could not send message". The button cannot be pressed if the field is empty, if the message is a repeat, or if the limit on messages in a row has been reached.

Two guards reject the message:

• The same text twice: "You cannot send the same message again". The text appears below the message field while it is still being typed.
• 10 messages in a row without a reply from the lead: "Max 10 messages in a row, wait for response from the lead". At 8 and 9 messages in a row a warning appears above the message field first.

A manual reply is sent whether or not auto-reply is switched off for the enquiry.

The "Auto-reply enabled" toggle (on the Info tab)

Switches the AI assistant's automatic replies on and off for this one enquiry. When it is on, it says "Incoming messages are answered automatically". When it is off, it says "Messages from this lead are not answered automatically", and the enquiry gets the label "Auto-reply off" in the list. On the web the customer gets the confirmation "Auto-reply enabled" or "Auto-reply disabled"; in the app the toggle simply moves. On an error both places show "Could not enable auto-reply" or "Could not disable auto-reply". On an error nothing is changed, so the customer does not believe auto-reply is off while it is still replying. The toggle only touches this enquiry, not the rest of the account.

The note field "Notes"

Free text about the enquiry. The text in the empty field is "Write a note about this lead...". The note saves itself two seconds after the last keystroke, and it says "Saving..." while that happens, followed by the confirmation "Note saved". If the customer moves away from the enquiry before then, the note is saved anyway. On an error it says "Could not save note". The note belongs to the customer, it is never sent to the lead.

"Additional info" (on the Info tab)

A click unfolds the details the lead filled in on the form, with the question on the left and the answer on the right. The number in brackets is the number of fields; if the details came in as free text, there is no number, and the text is shown as it is. The field is read only, the values appear exactly as the lead wrote them.

"That is not right, undo it"

Only appears under a purchase the AI assistant registered itself from the conversation ("Sold (the lead said so themselves)"). A click removes the purchase again and gives the confirmation "Undone. Follow-ups continue as before." If the purchase was reported by the customer's own website, the link is not there, because the website would report the purchase again anyway.

"Delete lead"

At the bottom of the Info tab. Opens a confirmation headed "Delete lead?" with the text "Are you sure you want to delete this lead? This action cannot be undone." The choices are "Cancel" and "Delete". After deletion the enquiry disappears from the list and the customer gets the confirmation "Lead deleted!". On an error it says "Could not delete".

A call in the thread

A forwarded or recorded call appears as a line with "Incoming call" or "Outgoing call", the duration and the time. A click unfolds the recording and the transcript ("Show call" and "Hide call"). While the transcript is being made it says "Transcribing…". If there is no recording, it says "No recording", and if there is no transcript, "No transcript". In the transcript the two speakers appear under their real names when the platform knows them. A call that did not connect appears as "Missed call, no answer", "Missed call, busy" or "Missed call, failed", and cannot be unfolded.

The call button (app only)

The round button on the right of each line in the app opens the phone's own dialler with the lead's number. It does not place the call by itself, and it does not open the conversation.

The "Mine" button in the app

Next to the search field, and only for a customer with at least one team member. A tap shows only the enquiries the person logged in owns, and another tap shows all of them again. It is the app's only filter. The list is always sorted by latest activity, there is no sort button. Owner and stage are chosen on the Info tab when the conversation is open.

The back arrow in the app

Takes the customer from the conversation back to the list. The list stands as the customer left it: same choice on "Mine", same search text and same place in the scroll. That applies to the one step back. If the customer comes to Conversations from another tab, the list shows all enquiries and starts at the top.

What the customer sees afterwards

A manual reply goes out to the lead on the channel the customer was on, in the same thread as the rest of the conversation. The message then sits in the thread with the sender "You", so the customer, their colleagues and the AI assistant can all see what was written.

If the customer switches "Auto-reply enabled" off on an enquiry, the AI assistant's replies to that one enquiry stop immediately. The lead is not told. If it is switched on again, the AI assistant carries on replying from the next incoming message.

The page updates itself while it is open. The customer gets a message on screen when a new enquiry comes in ("New lead:" with the name), when a lead has booked a meeting ("... has booked a meeting"), and when the status of an enquiry changes ("Lead status changed to ..."). New messages in the open thread appear by themselves, and the thread scrolls down to them if the customer was already at the bottom.

A note is saved on the enquiry and follows it into the booking view, where it can be read and edited on the same lead. It is never sent to the lead.

Owner and stage are the same for everyone on the account, and the lead is told nothing about them. If the enquiry has a conversation on Messenger, Instagram or WhatsApp, the conversation gets the same owner and stage, and if they change on the conversation, the enquiry follows. If a conversation is only linked to the enquiry later, that does not happen at the linking itself, but at the next change of owner or stage. If a team member is removed from the account, that person's enquiries go back to "Unassigned", and the history gets the line "The lead has no owner because the person responsible left the team".

If the customer deletes an enquiry, it disappears along with its conversation. It cannot be undone.

The chat tells the owner when it cannot help any further itself. A task appears under Tasks on Overview, with a link to the enquiry when there is one:

• "Writing in the chat again": a person the customer already has an enquiry from writes in the chat again. If the conversation is unverified, the text says "from a new device (not verified)".
• "Wants to book a time in the chat", "Wants to move an appointment in the chat" or "Wants to cancel an appointment in the chat": an unverified chat asked for it. The chat has not changed anything and has not promised that anyone will be in touch, so the customer decides whether to contact the person.
• "Chat enquiry not received": a visitor wrote in the chat, but the account is not accepting new enquiries right now, so no enquiry was created. The task shows the name and email address the visitor typed.

The tasks always use the name the visitor typed in the chat, never the enquiry's own name. There is at most one task per enquiry and kind within 12 hours, and at most 30 chat tasks per day. Customers without an agency also get a push when they have the app. For a customer under an agency, the owner instead gets an email to their login email with the agency's name as the sender. That email also comes when your AI assistant has a question for the owner, but only for questions from the chat or from an enquiry that came in through the chat. A question in the chat from a person who came in another way, for example through a form, for now only gives that email when the conversation is an unverified chat. Other questions from text, email and phone give no email. At most 10 of those emails are sent per customer per day, and if the customer switches Lead wants a call back off under Notifications, no email comes for the three tasks. The task is there in any case.

Typical questions from the customer

"Why can't I change the status of an enquiry?"

Because the status sets itself. A new enquiry stands as "New lead" until the lead replies, and then becomes "Active". If there has been no activity for the number of days set on the account (7 by default), it becomes "Inactive". "Booked" and "Purchased" come from a meeting in the calendar and a registered purchase. There is deliberately no button for setting the status by hand.

"Why can I not see the SMS, Instagram or Website button?"

The customer has agents, and the package does not have the agent that uses the channel. SMS and Email belong to the Booking agent, Website to the Chatbot, and Instagram, Messenger and WhatsApp to the Social media agent. The agency can change the package with Change agents in the partner portal. The enquiries are still under "All leads".

"How many channels can I see, and why can't I reply on all of them?"

Email and SMS are there when there are messages in them, and on a new enquiry without messages. On SMS the customer can both start a conversation and reply, except with an enquiry that came in through the chat on the website. On email only when he has an email connected and Send emails is switched on. Messenger, Instagram, WhatsApp and the chat on the website only appear when there are messages in them. On Messenger and Instagram the customer can reply, but only if the lead has written on the channel first, because otherwise there is no conversation to reply into. The chat on the website is read only: the visitor has left the site. The chat is a channel of its own, so an enquiry that came in through it never gets an SMS, and only gets email about a time the visitor booked himself. The visitor got his answer in the chat, a time to book or the business's phone number. If he booked a time and got an email about it, the customer can reply in that email thread.

"I replied on Messenger, but the message went as a text. Why?"

Meta closes for replies 24 hours after the lead's latest message. If the window is closed, the platform sends the reply as an SMS or an email instead, and it says so on the message: "Sent as SMS (Messenger window was closed)". Email is only used when the customer has active email. If the lead can be reached neither by SMS nor by email, for example because it only has an email address and the customer has no email connected, the reply cannot be sent.

"Can I take over the conversation from the AI assistant?"

Yes. Switch "Auto-reply enabled" off on the Info tab, and the AI assistant stops replying on that one enquiry, and the customer writes in the thread themselves. The customer can in any case always write themselves, also while auto-reply is on.

"Why does it say 'Lead' above the lead's messages?"

Those are the lead's messages. The customer's own show as "You", and the AI assistant's show with Konverto.

"Can a salesperson only see their own enquiries?"

No. "Mine" is only a filter. Everyone on the account still sees all the customer's enquiries, no matter who owns them.

"Why can I only choose myself as owner?"

Because there is nobody else on the account. A colleague has to be invited as a team member before they can be chosen: tap "Invite a colleague" in the menu, or go to Settings, the Employees tab. Colleagues without a login here cannot be chosen.

"Why can't I send more messages?"

There is a limit of 10 messages in a row without a reply from the lead, and the same text cannot be sent twice. Both guards are there so an enquiry does not get spammed.

"Where are the enquiries I switched auto-reply off on?"

On the web they are still in their category, with the label "Auto-reply off". In the app they are taken out of the list. To find them in the app, the way in is through the web.

"Why does an enquiry say 'Not contacted by the AI assistant'?"

Only customers with agents can see the label. It means the AI assistant did not take the enquiry, and the top of the conversation gives the reason: the tank was empty, the package has no booking agent, the setup was not finished, the account was closed, or a technical error occurred. It is final for that enquiry: the AI assistant does not write later either, when the tank is refilled, so the customer follows up themselves. A chat lead says "No follow-up from the AI assistant", because the chat itself talked to the visitor; it is the email and SMS afterwards that do not come. The enquiry and its details are not changed.

"Can I listen to a call afterwards?"

Yes, if the call was answered and recorded. Click the call in the email or SMS thread, and the recording and the transcript unfold.

"What does 'Unverified chat' mean in a conversation?"

That someone typed the email address or number of a known enquiry from a new device, so the platform does not know whether it is the same person. The chat answered as it would a new visitor: it showed no earlier messages, appointments or names, it booked, moved and cancelled nothing, and it gave the company's phone number when the person wanted something with an appointment. If it is the right person, the customer can contact them, for example from the task under Tasks on Overview.

Limitations and errors

The page cannot set a status by hand, cannot move an enquiry between categories, and cannot change the details the lead filled in. It cannot start a conversation on Messenger, Instagram, WhatsApp or the chat: only email and SMS can be used for the first message. WhatsApp can be replied to when a conversation exists within Meta's 24 hour window; if there is no WhatsApp conversation yet, it says "Replying via WhatsApp is coming soon" at the bottom instead of the message field. If a WhatsApp reply goes to the lead as an email instead because the window was closed, it says "Sent as email instead, because more than 24 hours have passed since the customer's last message". The customer cannot connect WhatsApp himself yet: the WhatsApp line under Settings, the Integrations tab, is only open to a few pilot customers. The chat on the website is always read only, and an enquiry that came in through the chat can never get an SMS from here: the SMS tab has no message field for it, and the server refuses the SMS as well.

The person made owner gets a push and an email with the lead's name and a button that opens the enquiry. No message goes out when someone makes themselves owner or when the owner is removed, and after quick changes only the last person hears about it. For a bureau's customers the email carries the bureau's name, and no push is sent. If the person has the page open on the web, the enquiry appears under "Mine" by itself. In the app it appears when the list is fetched again.

The owner is recorded in the customer's CRM about a minute after the choice. In HubSpot, Pipedrive and Salesforce, the CRM user with the same email as the owner is set as owner. If that email is not a user in the CRM, the owner does not change, and the customer gets no message about it. In Airtable and monday.com the name is written in the column "Ansvarlig". When the owner is removed, the owner in the CRM stays, and the column is emptied. If Airtable or monday.com was set up before the column existed, the setup must be saved again, and an older Pipedrive connection must be connected again, otherwise nothing happens there. The stage is not sent to the CRM. New enquiries are not shared out automatically: they stand as "Unassigned" until someone chooses an owner. An enquiry cannot have several owners.

Messages the customer can meet:

• "Could not save the owner" or "Could not save the stage": the choice was not saved, and the picker has gone back. Try again. If it happens again, report it on.
• "Could not load the history": the history, the team or the stages could not be loaded, so the lines cannot be shown correctly. The rest of the Info tab works. Ask the customer to reload the page.
• "Could not fetch conversation": the thread could not be loaded. Ask the customer to reload the page. If it happens again, report it on.
• "Your session has expired, please log in again": the customer has to log in again.
• "Could not send the message" (in the email thread "Error") plus the warning "Could not send message": the reply did not go out. The text is still on the bubble, and the customer can write it again. If it happens repeatedly on the same channel, report it on.
• The warning above the message field at 8 and 9 messages in a row shows a wrong number (it can go negative). The limit is 10, and it holds; it is only the number in the warning that counts wrong.
• "Connect your email to send emails. SMS works without it.": the customer has no working email connected, so no emails can be written. The email is connected under Settings, on the Integrations tab. Reply by SMS in the meantime.
• "Email is turned off in your settings. SMS still works.": the customer has switched Send emails off himself on the Channels card at the bottom of the Goal and booking tab (under Settings, Training Camp). Switch it on again to write emails.
• "Email is not active on your account, so the message was not sent. Write by SMS instead.": an email was refused because email is not active. Same fix as the two above.
• "This enquiry came in through the chatbot on your website, so it does not get SMS.": shown instead of the message field on the SMS tab of an enquiry from the chat. That is deliberate: the chat is a channel of its own, and there is no SMS route to the visitor.
• "This enquiry came in through the chatbot on your website and never gets SMS, so the message was not sent.": an SMS to an enquiry from the chat was refused for the same reason.
• "Meta's 24 hour window is closed, and the lead cannot be reached by SMS or email instead. If the lead only has an email address, your email must be connected and switched on.": the window is closed, and there is no other way to the lead.
• "More than 24 hours since the last WhatsApp message, so Meta does not allow a reply here. Use SMS or email."
• "Also sent as audio. The recording is no longer stored.": the message was sent as audio, but the recording is no longer kept. The text is still in the thread.
• "The audio could not be delivered. The text was sent.": the lead got the text, but not the audio version.
• "Your account is locked": the account has been locked by an administrator. The customer can still see their conversations. Report it on.
• "Payment issue": the payment failed. The customer fixes their payment method with "Pay now". A partner's customers never see that warning.
• "Could not load your inquiries. Pull down or try again shortly." (app only): the list could not be loaded. Most often the connection.
• "Lead not found" with "This lead is no longer in your list." (app only): the enquiry has been deleted, or auto-reply has been switched off on it, so it is no longer in the app's list.