Chat
How the CentraKit AI assistant works in the Chats page and side panel, including Ask, Plan and Agent modes, models, attachments, commands, approvals, agent runs, sharing, contextual actions, knowledge retrieval and organization AI settings.
Customers
How to manage customers, their contacts, locations, installed assets, notes and files, and how KvK and VIES lookups and @ and
Chat
How the CentraKit AI assistant works in the Chats page and side panel, including Ask, Plan and Agent modes, models, attachments, commands, approvals, agent runs, sharing, contextual actions, knowledge retrieval and organization AI settings.
Customers
How to manage customers, their contacts, locations, installed assets, notes and files, and how KvK and VIES lookups and @ and
How the Inbox shows customer conversations from WhatsApp and web channels, how staff reply with attachments and AI suggestions, take over from the AI, approve AI order proposals and track delivery.
Inbox is where an organization talks with its customers over external channels. Every inbound message lands in a conversation thread, the AI can answer or draft replies, and staff can take over, reply, attach files and turn a conversation into a customer, task, appointment or order.
Inbox sits at the top of the organization sidebar.
| Route | Purpose |
|---|---|
/{orgSlug}/inbox | Conversations list with the selected conversation beside it. |
/{orgSlug}/inbox/{threadId} | One conversation. |
Channel connections are not configured in Inbox. They are set up under Integrations, and Manage integrations in the Inbox opens that page.
A connection links one external account to the organization. WhatsApp Business Cloud is the channel you can connect today, and web threads also appear in the Inbox. A connection is Draft, Active, Disabled or Error, and has a health status.
A WhatsApp connection holds:
| Setting | Meaning |
|---|---|
| Name and phone number ID | The WhatsApp Business number to use. |
| Connection scope | The organization's company WhatsApp, or your own company phone number. |
| Access token, app secret and verify token | Credentials from the Meta app. Leave them blank on edit to keep the current values. |
| Auto-reply mode | Off, Draft or Auto, described under AI replies below. |
| Reply model | The AI model for replies, or the organization chat default. |
| Escalation keywords | Words that make the AI ask a person to take over. |
| Fallback message | The reply sent when the AI cannot answer. |
| Webhook URL | The callback URL to enter in the Meta app dashboard together with the verify token. |
A thread is one conversation with a customer or contact on one connection. Threads link to the matching customer or contact when one is known. The list groups threads into Pinned and recent periods and can be searched. Each thread is read or unread, can be pinned or archived, and shows the channel it came from.
A thread also has a handling status: the AI is handling it, a takeover is requested, a person is handling it, or it is resolved.
Messages show who sent them and when. Staff replies can include file attachments, and photos and other media in the thread are collected in a media strip with a full-screen viewer. Every outbound message has a delivery record that moves through queued, sent, delivered, failed, dead-lettered or canceled, with the history of each attempt.
If delivery fails, the message shows Delivery failed with its attempts, and you can retry it.
Select New chat, choose a customer or contact and a WhatsApp connection, and write the first message. The recipient needs a WhatsApp or phone number. Outbound chats work with WhatsApp connections only.
When the AI requests a takeover, or whenever you want to answer yourself, select Take over. The AI stops replying in that thread until you select Resume AI.
Use the conversation actions to mark a thread as read or unread, pin or unpin it, archive it or delete it. Deleting a thread permanently removes the conversation and its messages.
The auto-reply mode of the connection decides what the AI does with new messages:
| Mode | Behavior |
|---|---|
| Off | The AI does not reply. Staff answer every message. |
| Draft | The AI writes an AI reply draft. Staff review and edit it, then send or discard it. |
| Auto | The AI replies directly. |
In Draft and Auto mode, the AI requests a takeover instead of replying when a message contains an escalation keyword, when a message is longer than the automatic reply limit, or after repeated delivery failures on the connection.
Threads that a person is handling, or where a takeover is requested, get no AI replies. The AI can look up products and variants while it answers, but it never creates records on its own.
When a customer asks for something, the AI records a Proposed action card in the thread. A proposal can include a new customer with contact details, a task, an appointment and an order with product lines and the delivery method. Select Create to create everything in the proposal, or Dismiss to discard it. The created records are linked back to the conversation.
The thread header offers Summarize thread, Draft reply and Suggest next steps. These open the assistant with the thread as context, and drafts are filled into the composer for review. See Chat.
GET request first.| Permission | Allows |
|---|---|
organization.chats.view | See the Inbox and mark threads read or unread. |
organization.chats.create | Reply, send AI drafts, retry deliveries and start outbound chats. |
organization.chats.update | Pin, archive, take over, resume the AI, discard drafts and decide proposals. |
organization.chats.delete | Delete threads. |
organization.integrations.manage | Create and edit channel connections. |
Creating records from a proposal also needs the matching create permission: organization.customers.create, plus organization.tasks.create, organization.agenda.create or organization.orders.create when the proposal includes a task, appointment or order.
sendInboxThreadReply tool. See MCP.All routes live under /api/v1/organizations/{organizationId}/:
| Resource | Routes |
|---|---|
| Threads | GET inbox/threads |
| Messages | GET inbox/threads/{threadId}/messages, POST inbox/threads/{threadId}/messages sends a staff reply |
| Reply suggestions | POST inbox/threads/{threadId}/suggestions |
| Attachments | POST inbox/attachments, GET inbox/attachments/{attachmentId} |
| Deliveries | GET inbox/deliveries/{deliveryId} |
| Channel webhooks | GET and POST channels/{connectionId}/webhook, called by the channel provider |
Last updated on
Chat
How the CentraKit AI assistant works in the Chats page and side panel, including Ask, Plan and Agent modes, models, attachments, commands, approvals, agent runs, sharing, contextual actions, knowledge retrieval and organization AI settings.
Customers
How to manage customers, their contacts, locations, installed assets, notes and files, and how KvK and VIES lookups and @ and