Manage Chats: Rename, Assign, Reply

How do Chats work?

Once you connect your WhatsApp number(s), TimelinesAI will automatically sync new chats, messages, and replies. New chats will come on top of the list and will be marked as unread and unassigned. Here are some key points about chats on TimelinesAI:

1. A chat will be automatically assigned to a team member that replies to it first, on TimelinesAI

• If they reply to the chat from anywhere else, this won't happen
• The auto-assignment will only happen once; if the chat is then handled by another team member, the system won't do the auto-assignment

2. We also synchronize WhatsApp Group Chats:

• However, we don't support creating/editing these chats. You can only create, edit, and delete group chats via the WhatsApp app

Note: Chats will sync only after you have established a connection between your WhatsApp and TimelinesAI. The platform will not synchronize chat messages that happened before the connection.

Rename a Chat

If the number is saved in the WhatsApp account owner's contact list, then it'll be named according to the list. Otherwise, its number will become a provisional chat name.

However, you can rename the chat anytime. To do so, click on the "Pencil" icon next to the chat’s name, as shown below:

Assigning a Chat

By default, new chats are unassigned. To assign a chat to yourself or someone else in your team:

1. Hover your cursor over a chat you want to assign
2. Click on the "Assign" icon, in the floating menu on the right
3. Click on yours or a team member's name to assign it

To learn more about assigning chats please refer to this article: Assigning a chat to a teammate

Replies by Team Members

TimelinesAI enables your team to collectively manage and reply to chats; they may be able to reply to chats on behalf of another team member.

The recipient won't notice any difference, as the answers will be sent from the number you’ve connected to Timelines. However, for internal use only, the name of the team member who replied to a chat using TimelinesAI will be displayed. This information is not visible to the recipients on WhatsApp, only the team can see it. This helps to improve accountability and provides team leads and business owners with more control of their WhatsApp accounts.

Real-time Message Redaction Notification 

When another team member is composing a message in the same chat, the app displays the corresponding message: “John is typing...”. It helps to simplify collaboration on WhatsApp.

Updated on: 29/08/2025