The customer's chat on the phone looks like a chat — and you can answer from it

What changed

• A real chat: the customer's lines sit on one side, the answers — yours, a colleague's or the AI's — on the other, each headed by the app it came on (for example "Telegram") instead of "Channel message" on every line. A new "Chat" tab shows only that conversation.
• Reply from the app: the bar at the bottom has two modes, "Reply on Telegram" (or whichever app the customer wrote on) and "Note for the team". A reply goes out from the account the customer wrote to — for a connected personal Telegram, that Telegram account.
• Quick actions on the file: under the customer's name sit Call, SMS, WhatsApp, Telegram and Route (opening Neshan, Balad or whichever map the phone uses). With the office PBX connected and an extension of your own, Call asks whether to use the office line or this phone; the office line rings your extension first, then dials the customer, and the call is recorded and summarised.
• Calling from inside the app: when the office PBX accepts WebRTC, the phone becomes your own extension and calls go out from inside the app on the office line, recorded and logged like every PBX call. A manager enters the WebRTC address and each extension's SIP password under Phone system. An incoming call rings the phone as a notification with Answer and Decline, even with the app closed; Answer picks the call up from your extension.
• Vazirmatn and Persian digits: the whole app is written in Vazirmatn, and a Persian reader sees times, counts and amounts in Persian digits (۱۲۳); a copied number still dials.
• The AI answers on its own: on an active plan, the AI answers messages that reach the connected Telegram account, reading the customer's stage, purchases, open follow-ups and history from the CRM.

How to use it

1. In the NabuOS app, open a customer's file and tap "Chat".
2. In the bar at the bottom pick "Reply on Telegram", write, and tap "Reply".
3. To write something for the team only, pick "Note for the team".

Good to know

• When someone on the team answers (in the app or on the phone itself), the AI stays out of that chat for half an hour.
• The AI does not answer messages older than 15 minutes, and a customer who sends several lines in a row gets one answer.
• WhatsApp chats the bridge only reads (WhatsApp Web) cannot be answered from the app; it says to answer from the phone.
• Only seats that may edit customers can send a reply.