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The questions we are asked most. Cannot find yours? Write to us.

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Channels and conversations

Each agent has a Channels tab with six cards: voice, WhatsApp, Messenger, Instagram, TikTok, and your website widget. You connect the ones you use; the rest stay as Not connected. Every conversation lands in the same Inbox.
Yes, almost always. Use Take conversation to reply yourself, and Return to the assistant to hand it back to your agent. When the reply window has closed and that channel does not allow reopening it, the button stays disabled until the customer writes again. The detail is in How to reply to a customer yourself.
The cause is almost never the customer’s message: an inbound message always opens a fresh 24-hour window. The most common cause is a channel connection that needs attention. It can also be that another app is handling those conversations, that someone on your team has the conversation taken, or that the subscription is paused.The conversation itself tells you which one it is. When the problem is the connection, Eva shows the reason with a Fix connection button beside it. The steps by symptom are in What to do when something is not working.
Yes, and we recommend it. Next to Behavior there is a chat with two modes: Test, for simulating a conversation as if you were the customer, and Edit behavior. Learn how in How to test your agent.

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WhatsApp and the 24-hour window

It is a WhatsApp rule, not an Eva one. Every message a customer sends you opens 24 hours in which you can reply freely, and that counter restarts with each new message of theirs. Once the window closes, the message no longer goes out as ordinary text: WhatsApp requires content it has approved.
On a WhatsApp number used only in Eva, no. With a customer who has written to you before, you take the conversation with Take conversation and write, type your normal message, and send it. Eva prepares and sends the approved reopening behind the scenes, and the conversation shows Awaiting approval while that happens.You do need to pick a template when it is your first contact with that person: they have never written to you, so there is nothing to reopen. In that case the conversation offers Send template message.
It is a message that WhatsApp reviews and approves before it can be sent. It is used to start a conversation, or to pick one back up once the 24-hour window has closed. Your templates live in Automations → Templates.

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Team and permissions

Channels live inside AI Agents, and that module comes turned on for the owner and administrators. For sellers it comes turned off, unless an administrator turns it on for them. With that module on, a seller can connect or reconnect WhatsApp. Instagram and Messenger are different: those two always ask for the owner or an administrator, whatever the module says. If you do not see the connection buttons, ask an administrator of your workspace.

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Subscription and add-ons

Yes, with add-ons. Eva’s add-ons are seats, AI agents, and voice numbers; channels are not bought separately.Each one is added where it is used. Seats, when you invite a member from Settings → Members. Agents, when you create one from AI Agents. Numbers, from the voice channel. In every case Eva shows you the price and asks you to confirm before charging.
In Settings → Subscription. That is where your agreement, your usage for the period, your add-ons, and your invoice history are. Manage payments and invoices opens the Stripe portal. The details are in How to manage your subscription.
Yes. You turn it on once in Settings → Subscription and from then on the CFDI is generated with every charge. The steps are in How to get an invoice for your subscription.