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A conversation is the full back-and-forth between your business and one contact, across every channel Xobito supports (campaigns, bots, and manual agent replies). This page covers the day-to-day actions you’ll do dozens of times a day.

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Open a conversation

1

Go to the inbox

Click Chat in the left sidebar.
2

Pick a conversation

Click any row in the conversation list on the left. The full message thread loads in the middle panel.
3

Scroll back in history

Scroll up in the thread to load older messages. Xobito keeps the complete history — nothing expires.
Open conversation

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Reply inside the session window

When the session indicator is green, you can send any type of message.
Type in the composer and press Enter (or click the send button). Shift+Enter inserts a line break.

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Reply outside the session window

If the session indicator is grey, free-form messages won’t go through. You need to send a template message instead.
1

Click 'Send Template'

The button sits next to the composer when the session is closed.
2

Pick a template

Choose from your approved templates. Only active / approved templates are selectable.
3

Fill in variables

If the template has {{1}}, {{2}}… enter the values for this specific customer. Xobito can auto-fill from contact fields if you’ve configured it.
4

Send

When the recipient replies to the template, a new 24-hour session window opens and you can reply freely again.
Every template message is a billable conversation with Meta. Xobito shows the cost in your campaign and billing reports.

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Reply with a media template

Some templates include a header image, video, or document. When you pick one, Xobito shows a preview of the header — there’s nothing extra to attach, since the media is baked into the approved template.

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Sending to groups

The Live Inbox is for one-to-one conversations. To send the same message to many contacts at once, use a Campaign instead.

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Search conversations

Above the conversation list, use the search bar to find a specific chat by:
  • Contact name
  • Phone number (with or without country code)
  • Group or status
Press Enter to apply. Clear the search to go back to the default sorted list.
For complex filtering (e.g. “all conversations in the VIP group with unread messages from the last 48 hours”), use the filter chips above the list instead of search.

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Search inside a conversation

Open a conversation, then click the magnifying-glass icon in the thread header. Type a word or phrase — Xobito highlights every occurrence and lets you jump between matches. This is invaluable for:

Finding a shared link

The customer sent you a URL three days ago and you need it now.

Order-number lookups

Quickly locate “Order #12345” in a long support thread.

Previous promises

“Didn’t we agree to a 10% refund?” — search “refund” and see exactly what was said.

Audit & compliance

Scrolling back to verify specific language used in a conversation.

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Add internal notes

Internal notes are visible only to your team — the customer never sees them. Use them for:
  • “Waiting on warehouse confirmation, will follow up tomorrow.”
  • “VIP — escalate any complaints to me directly.” — Priya
  • “Called and left a voicemail at 3pm.”
Toggle the composer to Internal Note mode (usually a yellow background) before typing.

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Mark a conversation as resolved / archive

Once you’re done with a conversation, you can:
  • Mark as read — clears the unread badge but keeps it in the list.
  • Archive — hides it from the default view. You can still find it via filter or search.
  • Reopen automatically — any new incoming message from that contact un-archives the conversation and brings it back to the top.

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Keyboard shortcuts

ShortcutAction
↑ / ↓Move between conversations in the list
EnterOpen the selected conversation
/Insert a canned reply
Ctrl + EnterSend message
Shift + EnterNew line in composer
EscClose the current conversation

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Next

Assign agents

Route conversations to the right teammate.

Chat settings

Auto-clear, sounds, stop-bot keywords, auto-lead.