The conversation list
Above the list there's search by name or waybill and three tabs:
- All — every conversation;
- Waiting — the buyer wrote and you haven't replied yet (the number shows how many);
- Orders — conversations with an order in progress.
You can paste a waybill or order number any way you like — with spaces, hyphens or without: search compares only digits and letters.
Each row shows one status — the most important one:
- “Waiting · 38 min” — the buyer wrote and has been waiting for a reply for over 15 minutes. Replying matters more than anything else, so this status overrides the rest.
- Otherwise — the order stage: being placed, shipped, in transit, awaiting pickup, received, returned.
- No waiting and no order — the row has no status.
The time on the right: today — hours and minutes, this week — the weekday, older — the date. The badge on the avatar shows the channel.
The “Waiting” mark and the “Done” button
A conversation goes into Waiting when the last message is from the buyer and more than 15 minutes have passed. It leaves as soon as you reply.
Sometimes no reply is needed — the buyer wrote “thanks” or sent an emoji. Then tap “Done” in the conversation: the mark disappears without a reply. If you tapped it by accident — “Undo” in the message at the bottom of the screen. When the buyer writes again, the conversation waits for a reply again.
A conversation
History. The last 50 messages show first; older ones — with “Show older” at the top.
Send a photo or file — the “+” button → “Photo / file”: a photo, video, audio or PDF up to 10 MB. On a computer you can simply drag a file into the conversation.
More under “+”:
- “Send a cart” — pick products and send the buyer a payment link. See Cart link.
- “Place an order” — fill in the order for the buyer if they've written everything in the chat. See Order in a conversation.
Next to “+” is the quick replies button (from the Plus plan).
If the messenger doesn't accept a message, the dashboard says “The messenger did not accept the message” — try sending it again.
The order in a conversation
Under the conversation header there's a card with the buyer's current order: the number, the steps Cart → Placed → Shipping → Received and the next step — for example, “create a waybill” or “remind to pick up the parcel”.
If there are several orders, the card shows how many and lets you switch between them. From there — “Open order”.
On a wide screen (from 1280 pixels) there's an order panel to the right of the conversation: items with photos, total, delivery, payment, the waybill with a “Copy” button and the buyer's other orders.
About the customer
The button with the buyer's name in the header opens the customer card:
- how many orders, for how much and how many parcels they didn't pick up;
- a note about the customer — for example, “wears size M, call after 6 pm”. The whole team sees it;
- the conversation channel and “Open profile” in Instagram or another messenger;
- “Copy cart link” — for the last cart sent to the buyer;
- a “Waiting for” block if the buyer subscribed to an out-of-stock product (see “Notify me when it's back”).
A “New buyer” or “Left a parcel unclaimed” mark may appear next to the name — see Prepayment for risky buyers.
One buyer — several channels
If a person writes from both Instagram and WhatsApp, merge the channels: customer card → “Attach channel”, find the other profile by name and pick it. After that it's one person with one purchase history: orders, total spent and address are visible from any of their channels.
To separate them — “Detach channel” in the same card: the conversation becomes separate in the list again.
Reactions and “Seen” (Instagram)
- You can put ❤️ on a buyer's message: double-tap (again — to remove). On a computer — double-click or the ❤️ button next to the message. Instagram doesn't let business accounts use other reactions; you'll see any reaction the buyer puts — under your message.
- “Seen” appears under your last message when the buyer has seen it.
Gestures on the phone
- Swipe left on a conversation — the buyer's orders (or the customer card if there are no orders).
- Swipe right — “Done”, when the buyer had the last word.
- Press and hold a conversation — preview the last messages without opening it. Let go — the preview disappears. Without letting go, pull down — the conversation opens.
Gestures only speed things up: everything is also available with buttons.
Messenger limits
- 24 hours. Instagram and WhatsApp let a business reply within 24 hours of the buyer's last message. After that the field shows “The 24-hour window is closed” — you can reply once the buyer writes again. Reactions follow the same rule.
- Instagram doesn't share every message type. Those show as “We can't show this kind of message yet — open it in Instagram”.
- Channel disconnected. If a conversation says “Instagram is disconnected”, reconnect the channel under Settings → Integrations — see Connecting channels.