AI Conversations
Mojeeb automatically responds to customer messages across all connected channels using your Knowledge Base. The Chats page in your dashboard is a unified inbox where you can view all conversations, send manual replies, attach media, switch between AI and human mode, and manage conversations with filters, pins, and urgency flags.
How do AI conversations work?
When a customer sends a message through any connected channel, Mojeeb processes it automatically in seconds:
- Message received — Mojeeb receives the message from WhatsApp, Facebook Messenger, Instagram, or the website widget
- Knowledge search — The AI searches your knowledge base for relevant information
- Response generated — A natural, contextual response is crafted using AI
- Reply sent — The response is delivered back through the same channel
All conversations are tracked in real time. When a new message arrives or a conversation is updated, your dashboard updates automatically without refreshing.
How do I view and manage conversations?
Go to Chats in the sidebar. You will see a split-panel layout:
- Left panel — Conversation list with search and filters
- Right panel — Selected conversation's chat thread and message composer
Each conversation in the list shows the customer name, last message preview, platform icon, timestamp, and status badges (pinned, AI/Human mode, sentiment, urgent flag).
The list uses infinite scroll with cursor-based pagination. Pinned conversations always appear at the top.
How do I search and filter conversations?
The top of the conversation list provides several filters:
- Search — Type a customer name or message content. Results update automatically with a 300ms debounce.
- Unread — Toggle to show only unread conversations
- Needs Attention — Toggle to show conversations flagged as urgent or requiring human attention
- All Platforms — Dropdown to filter by channel: WhatsApp, Facebook, Instagram, Website Widget, or Test
All filters work together. For example, you can show only unread WhatsApp conversations that need attention.
What actions can I take on a conversation?
Right-click (or long-press on mobile) any conversation to open the context menu:
| Action | Description |
|---|---|
| Pin / Unpin | Pin important conversations to the top of the list |
| Mark as Read / Unread | Track which conversations need your attention |
| Toggle AI / Human Mode | Switch between AI auto-reply and manual human mode |
| Mark as Urgent | Flag a conversation for priority handling |
| Mark as Resolved | Clear all attention flags (urgent, requires attention, AI uncertain) |
| Delete | Soft-delete the conversation (admin only) |
How does the chat interface work?
Click any conversation to open the chat thread in the right panel. The header shows:
- Customer name and phone number
- Platform source (e.g., "whatsapp")
- Conversation topic (AI-detected)
- Three-dot menu for conversation actions
Messages are displayed in a threaded view:
- Customer messages — White bubbles, aligned to the right
- AI agent messages — Dark bubbles, aligned to the left
- Human agent messages — Also dark bubbles with the agent's identifier
- Date separators — "Today", "Yesterday", or the specific date
Each message shows a timestamp and delivery status (sent, delivered, read) with checkmark icons.
Can I send messages manually?
Yes. Type your message in the composer at the bottom and click the send button. You can send messages alongside the AI — this is useful for complex questions that need a human touch.
The message composer supports:
- Text messages — Up to 5,000 characters with markdown formatting (bold, italic, code, links)
- Multi-line input — The composer auto-expands as you type
- Emoji picker — Click the smiley icon to insert emojis
What media types are supported?
Click the attachment icon (paperclip) in the composer to send media files:
| Type | Max Size | Supported Formats |
|---|---|---|
| Images | 10 MB | JPG, PNG (up to 10 images per message) |
| Audio | 5 MB | MP3, WAV, M4A, OGG, WebM, AAC, FLAC (up to 5 files) |
| Documents | 20 MB | PDF, DOCX, XLSX, XLS, TXT, CSV |
| Video | 16 MB | MP4, 3GP, WebM, MOV |
Files upload with a progress bar. Images show thumbnail previews, audio files display a waveform player, and documents show an icon with download link.
You can also record voice messages directly using the microphone button in the composer.
How do I switch between AI and human mode?
Each conversation can operate in AI mode (automatic replies) or human mode (manual only). You can toggle this in two ways:
- Context menu — Right-click the conversation and select "Toggle AI/Human Mode"
- Composer toggle — Click the AI/Human mode button in the message composer (when available)
When AI mode is enabled, the AI automatically responds to new customer messages using your knowledge base. When switched to human mode, only your team's manual replies are sent.
A badge on the conversation shows the current mode: AI (robot icon) or Human (person icon).
What channels are supported?
AI conversations work across all Mojeeb channels:
- WhatsApp — Via WhatsApp Business API. Supports text, images, audio, documents, video, and WhatsApp message templates.
- Facebook Messenger — Through your Facebook Business page
- Instagram — Direct messages on your Instagram business account
- Website Widget — Chat embedded on your website
Each conversation shows a platform icon so you can quickly identify the source channel.
How does WhatsApp template messaging work?
For WhatsApp conversations, the composer shows a Templates button. This lets you send pre-approved WhatsApp message templates, which is required when initiating a new conversation or replying outside the 24-hour messaging window.
Click Templates, select an approved template, fill in any placeholder variables, and send. Templates are managed through your WhatsApp Business account.
How does sentiment analysis work?
Mojeeb's AI scores customer sentiment on every reply using a 1–5 scale. The score appears as an emoji next to the conversation, helping you spot which customers need urgent attention and which ones are delighted.
The five levels are:
- 1 — Very unhappy 😡 (customer is angry or extremely frustrated)
- 2 — Unhappy 😕 (customer shows clear dissatisfaction)
- 3 — Neutral (standard interaction, no strong signal)
- 4 — Happy (customer is satisfied)
- 5 — Very happy 💚 (customer is delighted)
Conversations scoring 1 or 2 are flagged as "angry" and surface in the dashboard's Angry tile so you can intervene before they escalate.
What does "Needs Attention" mean?
Conversations are flagged as needing attention when:
- Urgent — A team member manually marked the conversation as urgent
- Requires human attention — The AI determined the question needs a human response
- AI uncertain — The AI could not find a confident answer in the knowledge base
Use the "Needs Attention" filter to focus on these conversations. Click "Mark as Resolved" in the context menu to clear all attention flags.
Common questions
Can multiple team members view the same conversation?
Yes. All team members with access to the agent can view and respond to the same conversations. Updates appear in real time for everyone.
Are conversations stored permanently?
Conversations remain in your dashboard until deleted. Deleted conversations are soft-deleted (marked as deleted) and no longer appear in the list.
Can I see which messages were sent by AI vs. humans?
Yes. Each message shows the sender role — AI agent messages and human agent messages are distinguished in the chat thread.
Do conversations sync in real time?
Yes. The conversation list and chat thread update in real time via Supabase subscriptions. New messages, status changes, and conversation updates appear instantly without refreshing.
What happens when the AI cannot answer a question?
When the AI is uncertain, it flags the conversation with "requires human attention" and may set the "am not sure how to answer" flag. These conversations appear under the "Needs Attention" filter so your team can respond manually.