Every conversation, in one place.
No more “did someone already reply to this?”. The business chat stops living on a phone and becomes an inbox the whole team can see.
In Conext each contact has one thread. It does not matter which channel they wrote on: the history, the agent, and what is pending stay in the same place.
One thread per number, not per person at the shop.
A conversation is identified by the contact’s phone. It does not matter who opened the chat: the thread is the same, with the history, the agent on it, and whether something is still pending. Nobody has to borrow the till phone to pick up a sale.
Messages come in through Meta’s official APIs. WhatsApp, Instagram, and Messenger land on that contact’s thread, with the delivery status the channel sends. The CRM will not let a late receipt overwrite a newer one.
What still needs a reply is marked.
If a message has no reply, the inbox counts it. Agents can leave a draft; you send it or you edit it. What is already resolved is not mixed with what is waiting, so the next shift does not have to guess where to start.
WhatsApp gives a 24-hour window from the customer’s last message. The CRM knows that: outside the window it does not pretend you can write as usual. And if the work day is closed, nothing goes out.
In practice
- 1
The message arrives
Meta signs it, the CRM stores it once, and the thread for that number updates.
- 2
It shows in the inbox
Pending, assigned, or on the agent that took it. The rest of the team sees the same thing.
- 3
You reply from here
Text, an attachment, or the AI suggestion. The customer gets a normal WhatsApp, not a menu bot.
The inbox is the workplace. Folders, notes, and assignment live inside it, not in another app.
Want to see it with your own threads?
Essential includes one channel, 500 AI conversations per month, and one active agent.