Business Chats
The Business Chats section is your unified inbox. Every conversation your business has — with your own AI assistants and with real people who contact you through any connected channel — appears here in one place.
Use it to:
- Chat privately with your AI for testing or internal work
- View and manage visitor conversations from every channel
- Join live chats and reply as a human when needed
- Organize chats with tags, notes, and conversation states
- See who you're talking to and block abusive users
Accessing Business Chats
- Go to Business → Chats 🔗 https://ainisa.com/business/chat
- The left panel lists all chats (active and historical). The header shows the total count, e.g. Select Chat (658 chats).
- Click any chat to open the full conversation on the right.
Seeing Which Channel a Chat Came From
Each chat shows an icon next to its name indicating the channel the person used to reach you — for example the web widget, Instagram, Facebook, Telegram, or another connected integration.
This lets you tell at a glance whether a message came from your website, Instagram, or another channel, without opening the chat.
Chatting With Your AI (Internal)
You can open a private conversation with any of your AI Assistants for brainstorming, testing prompts, or internal questions.
- Click the assistant's name to start a private chat.
- These chats are visible only to your business team.
- Use them to test behavior before going live, or to ask internal questions.
Visitor Chats and Human Handover
When someone messages you through any connected channel, their conversation appears here automatically and the AI answers.
At any point a team member can take over:
- Open the chat and click Join chat to answer.
- While a human is active, Ainisa pauses the AI so replies don't overlap.
- Your reply is delivered back through the same channel the person used (website widget, Telegram, Instagram, etc.) — they see it instantly in their original chat window.
- Leave the chat to hand control back to the AI.
Tags
Tags let you label and organize chats. Every account comes with a set of default system tags: Booked, Client, Closed, Contacted, Follow Up, Human Attention, New, and Qualified.
Creating your own tags: You can add your own tags in the Business → Tags section: 🔗 https://ainisa.com/business/tags Any tag you create there becomes available to apply to chats alongside the default ones.
Add or remove a tag manually:
- Open the chat.
- Click the tag icon at the top right of the conversation.
- Select a tag to add it, or remove one you no longer need.
Automatic tagging via Actions: You can have tags applied automatically. In an Action's configuration, you can set a tag to be added whenever that action runs. For example, configure your booking action so that whenever the AI creates a booking, the chat is automatically tagged Booked — no manual work needed.
Notes
Notes are private reminders attached to a chat, visible only to your team.
- Open the chat.
- Click the note icon at the top right of the conversation.
- In the drawer that opens, click the + button.
- Write your note and save it.
You can edit or delete a note later from the same drawer. Each note records who wrote it and when.
Customer Information
To see details about the person in a chat, click their name at the top of the conversation. A drawer opens on the right with:
- Information about user — language, and the website they came from
- Location — country, region, and city
- Device information — IP address and device/browser
- Activity — last seen and registration date
From this drawer you can also edit the customer's details or block them.
Blocking a Customer
You can block a specific person so they can no longer message your business.
- Click the person's name at the top of the chat to open their info drawer.
- Click Block Customer.
- In the dialog:
- Blocked until — pick a date/time for the block to expire. Leave this empty to block permanently.
- Block reason — write why they're being blocked.
- Confirm with Block Customer.
To unblock, open the same person's info drawer and remove the block.
Automatic Blocking (Abuse Protection)
Ainisa automatically blocks people who abuse your assistants. This protection works across all channels (website widget, Telegram, Instagram, and others).
| Behavior | Block type |
|---|---|
| Spamming | Temporary |
| Sending insults / abusive language | Temporary |
| Attempting prompt injection | Permanent |
| Trying to extract the system prompt | Permanent |
Temporary blocks lift automatically after a period; permanent blocks stay until you remove them.
Conversation States
Every chat is automatically assigned a conversation state, and it updates as the conversation develops. The AI reads the person's intent and emotional tone, sets the matching state, and adjusts how it responds accordingly.
Possible states include:
- Objection
- Retention
- Escalation
- Angry Customer
- Confused
- High Intent
- Consideration
Because states update in real time, you can spot chats that need attention (for example an Angry Customer or an Escalation) at a glance — and filter by them.
Filtering Chats
Use the filter icon above the chat list to narrow down conversations. You can filter by:
- Chat name
- Phone number
- Tags
- Conversation states
- Assistant
Combine filters to quickly find, for example, all Qualified chats from a specific assistant, or every chat currently in the Escalation state.
Why It's Useful
- One inbox for every channel — website, Instagram, Telegram, and more
- Smooth handover between AI and human support
- Tags, notes, and states keep conversations organized and actionable
- Full customer context (location, device, history) before you reply
- Built-in abuse protection across all channels
- Powerful filtering to find exactly the chats you need
Notes
- Only authorized team members can access Business Chats.
- Human replies from the dashboard are always delivered back to the channel the person originally used.
- Conversation states and tags can both be used as filters, and tags can be applied automatically through Actions.