Cortex Chat: your complete guide to the inbox Cortex Chat brings WhatsApp Web, WhatsApp Cloud, Facebook Messenger, Instagram and TikTok chats, plus post comments, into one inbox linked to your client records. This page is a map of everything you can do in it.
Before you start · 2 things · for everyone
At least one connected channel, access as a session member or record owner
Steps 1 Open Cortex Chat from the sidebar.
The chat list shows, and
Please select a chat to see messages shows until you choose one.
2 Start with the
Unread filter to see what’s waiting for your reply, then move to
Unanswered . More in
filters .
3 Open the chat and type your reply. The record linked to the client shows next to the chat.
How it works Every channel you connect becomes a session . Every client who messages you from the session gets a chat, and the chat is usually linked to a record in the Cortex Unit linked to the session. That’s why you see the client’s details in Cortex Chat, and all their chats in the client’s record.
Search and organize Feature
What it does
Guide
Filters
All, Unread, Read, Starred, Unanswered, Answered, Groups, channel, session, tag, unit, record status
Search
By name, number or message text, ignoring differences in the hamza forms of Arabic letters
Read / Unread
The unread counter, auto-read, and the read receipt for the client
Star and pin
A star for important chats, and up to 3 chats pinned at the top
Archive and delete
Archive a finished chat, or delete it permanently
The “Answered” mark
Know which chats are waiting for a reply from you
Bulk actions
Archive, mark read or tag up to 200 chats at once
Tags
Sort the chat, and the tag carries over to the client’s record
Messages Feature
What it does
Guide
Send, and reply to a message
Type, or quote a specific message and reply to it
Forward
Send a message to up to 10 chats in the same session
Media and voice
Photos, videos, files and voice messages, up to 10 files at a time
Emoji reactions
React to the client’s message
Edit and delete
On WhatsApp Web: edit within 15 minutes, and delete within 60 hours
Resend failed messages
Retry a message that didn’t arrive
Typing now and online
The typing and online status
Deleted messages
What you see when the client deletes their message
Team and records Feature
What it does
Guide
Who sees what
Permission levels on each channel, and assignment
The chat and the record
Creating records automatically, Deduplication Control, and moving a record
Start a chat from a record
Message a client from inside their record, and move the chat to it
For every number and limit, see the limits reference , and for any error message, see troubleshooting . Facebook, Instagram and TikTok comments have their own set of guides, starting from Facebook, Instagram and TikTok: messages and comments , and email starts from Email in Corteksa: connect your mailbox and follow your client emails .
A real example The situation
The receptionist gets 80 messages in the morning and forgets to reply to some patients.
What they did
She starts her day with the Unread filter, then the Unanswered filter. She pins the 3 emergency cases at the top. She adds the “Booking confirmed” tag after confirming, and the tag shows on the patient’s record too. The result
“Unread = 0” and “Unanswered = 0” became 2 clear daily goals before noon.
A made-up company, to show the idea. The numbers are rounded.
Good to know You can pin up to 3 chats. Bulk actions take up to 200 chats at a time. You can send up to 10 files in one message. The list shows 50 chats a page by default, and up to 200. Did this guide solve it?
If not, we’ll ask what was missing.
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