Conversations
The Conversations section brings together every exchange across all your connected numbers, with the customer's messages and the replies sent by the agent.
Read a conversation
Select a contact to open the full thread. Voice notes appear with their transcription, so you can review an exchange quickly without listening to the audio again.
Take over
When a request falls outside the expected scope, pause the agent on that conversation and answer yourself. The agent stays silent until you re-enable automation, which avoids contradictory replies.
After taking over manually, add the correct answer to the knowledge base: the agent will handle it alone next time.
Duplicate messages
WhatsApp sometimes delivers the same message under two different identifiers. MasterAgent merges them automatically so the customer receives a single reply and the conversation stays attached to their real number.