Sofia customer service inbox

Configure WhatsApp customer service and follow Sofia Mendes conversations.

Reviewed Sep 28, 2026 · 3 min read

Open and find conversations

Open Operations > Customer service and select Inbox. Sofia belongs to the Marketing module; installing it does not activate external replies. Search by name, number or message and use All, Attention, With Sofia or Closed. Select a contact to read the timeline. On mobile, return to Conversations to select another contact. Load 10 more expands the list. Messages show time and sending status.

Configure company and knowledge

Enter the company name and instructions, add knowledge sources and approve them. You can reuse account documents. Select the professional WhatsApp connection paired by QR code in Automations > Connections. Keep the connector and tunnel running. Saving configuration pauses service until you activate it again.

Choose audience and response mode

Choose the general audience to serve people messaging the company. Restricted testing uses customer numbers, not the connected company number. Assisted mode requires review and approval of each send. Automatic mode replies from approved sources without individual approval. In Inbox, confirm authorization and activate for 24 hours; renew after expiry.

Simulate and test

In Simulator, enter a customer question, create a simulation and prepare a response with Sofia. Review the answer and sources. Simulations do not send WhatsApp messages. For a real test, send a new message from another number to the company after activation. Only individual text messages are handled; groups, media and self-messages are excluded.

Manage human handoff

With Sofia is subject to general activation. Waiting for a consultant is a queue, not an assigned human. Human service means someone took over. Sofia asks the customer for permission before handoff; consent pauses that conversation. General activation does not resume human conversations. Use Manage conversation to take over, close or resume Sofia. After taking over a real conversation, use Message from operator, enter up to 4,096 characters and select Send message. The connector sends to this conversation contact and the history identifies the Operator, without AI preparation. If confirmation fails, Verify or complete send uses the same request without duplicating it. Uncertain messages are never automatically resent. The current connection must be ready; Sofia automatic authorization may be paused. Simulations do not allow external human sends. Resuming applies to new messages, without resending history.

Controls and failures

Header icons pause, synchronize and refresh; hover to see their names. Information shows authorization details and expiry. Collapse the sidebar for more message space. AI preparation can attempt up to three times. An uncertain send is not automatically resent: check WhatsApp before another send. Accepted by WhatsApp does not mean read by the customer. Preparation uses normal AgentOS credits.