Skip to content

Messenger

The Messenger section is used for agents to communicate with leads via external channels — WhatsApp and Telegram. All messaging happens directly in the Liner interface and is linked to specific leads. Messenger is used to:

  • reply to incoming messages from leads,
  • continue conversations without switching to external apps,
  • track which leads haven’t received a text response yet.

Each conversation is tied to a specific lead and included in the overall interaction history.

Conversations list

On the left side of the screen, there’s a list of all conversations.

For each dialog, the following information is shown:

  • lead number,
  • last message,
  • date and time of the recent activity.

Conversations are sorted by relevance, with the most recently active conversations shown at the top.

messenger-1.png

Dialog with a lead

When a dialog is opened, the conversation with the lead is shown in the main workspace (if any messages exist). On the right side of the screen, you can see dialog info: the lead number, current dialog status, creation date, the client's local time, phone number, configured call attempts, and the scheduled time of the next call.

messenger-2.png

  • To schedule a call with the lead, click the clock icon at the top of the dialog window.
  • To change the lead status, click the compass icon at the top of the dialog window.
  • To generate an AI summary of the conversation, click the corresponding button at the top of the dialog window.
  • In the message input field, you can add an internal note instead of sending a message — the note will be visible in the history to all agents working with the lead but won’t be sent to the lead.
  • You can also generate a reply using AI — click the button near of the message send button.

Leads without conversations

There is a box icon available in the interface. It’s used to switch the display mode.

When you click this icon:

  • the dialog list switches to a list of leads with no previous conversations,
  • unanswered requests in messengers become easy to spot,
  • it’s easier to keep track of incoming messages that haven’t been replied to.

This mode is typically used for the initial handling of new leads in text channels.

messenger-3.png