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Inbox and leads
Read conversations, take over from the assistant, and keep track of the enquiries worth following up.
- 01The conversation listThe shared inbox lists every WhatsApp conversation your business has had. This article explains what puts a conversation there, what each row shows, what the filters and status badges mean, and how the list keeps itself current.
- 02Inside a conversationWhat the conversation thread shows you: who sent each message, what the delivery ticks and the banners mean, where imported history ends, and every control on the screen — the buttons in the header, the reply box and the details panel.
- 03Take over from the assistantHow to handle a conversation yourself: what the Take over button changes, what the customer sees, how to reply inside the 24-hour WhatsApp window, and exactly how to hand the conversation back to the assistant afterwards.
- 04LeadsWhat a lead record is in OMAI, what the Leads screen shows, and how to work the list. Nothing in the product creates a lead record today, so the screen stays empty on a live account.
- 05Tags, filters and searchHow to tag a conversation, what each of the six inbox filters shows, and what the product can and cannot find for you — there is no search box in the inbox.
- 06WhatsApp message templatesWhy WhatsApp requires an approved template outside the 24-hour window, what the Templates screen can and cannot do — it does not submit templates to Meta — and how to send one from a conversation.
- 07Getting your data outOMAI has one export: a single JSON file covering the whole account, downloaded from Settings. This is what it contains, what it leaves out, and who can run it.