What is the Chats inbox?
Updated 1 September 2026
The Short Answer
Chats is one list of the people who have written to you. A row is a person, not a conversation, so someone who reached you on your WhatsApp line and again through your chat link is one row, not two. Opening a row shows everything they have said to you.
Chats answers one question: who has written to me, and have I dealt with them?
What is a row in Chats?
A row is a person. If someone messaged your WhatsApp line last week and used your chat link today, that is one row in Chats, not two — and opening it shows both.
That is the whole idea. You think about clients, not about which door they happened to come through.
Where do the conversations come from?
Two places, folded together:
- Your WhatsApp line, once you have connected it in Extensions → Connectors.
- Your chat link — the public page where your bot answers.
If you have connected neither, Chats is empty. That is not a fault; there is genuinely nothing to show yet.
What can I do from a row?
Open it and you can read everything they have said, reply yourself, and add them as a prospect if they are not already one.
Reading costs nothing. Replying costs 1 credit per message.
How is this different from Prospecting?
Chats is inbound — people who have contacted you.
Prospecting is outbound — your book, and the messages you start.
The same person can be in both, and adding a chat as a contact is how they get there.