WhatsApp Inbox
Replying to guests and reviewing WhatsApp conversation history happens in Chatwoot, a separate app your organization gets access to once WhatsApp is connected — not inside TourMan itself.
Chatwoot runs at chat.tourman.app — bookmark it separately from TourMan itself, you'll be logging in there directly.
Getting your login
Whoever connects WhatsApp for your organization (Settings → Integrations → Connect WhatsApp) is automatically invited as a Chatwoot administrator — Chatwoot emails them a link to set their own password. If you haven't received one and need access, ask that person to add you (see below) rather than requesting a new WhatsApp connection.
Adding your team
Open Agents settings
Log in at chat.tourman.app, then go to Settings (the gear icon in the left sidebar) → Agents.
Add the new teammate
Click Add Agent, enter their name and email, and choose a role: Agent for someone who only replies to guests, or Administrator if they should also manage agents and settings.
They set their own password
Chatwoot emails them an invite directly — nobody needs to share or generate a password. Once they accept it, they can log in at the same address.
Viewing conversations
The Conversations tab in the left sidebar lists every WhatsApp thread. Use the built-in filters to see Unassigned conversations no one has picked up yet, Mine for ones assigned to you, or All. Opening a conversation shows the full message history with that guest.
Replying to a guest
Open the conversation, type your reply in the box at the bottom, and send it — it goes out over WhatsApp immediately.
Taking over from the AI Concierge
If the AI Concierge is enabled for your organization, it answers guests automatically — this is the same inbox it replies from. It only replies to conversations nobody has picked up yet (what Chatwoot calls Unassigned); who's handling a conversation is controlled by one thing: assignment.
Take over
Assign the conversation to yourself (top right of the conversation, or from the conversation list). From your next reply onward, the AI Concierge stops answering that guest — only you do.
Hand it back
Unassign the conversation. The AI Concierge automatically resumes answering on the guest's next message — no separate "return to AI" action needed.
A conversation the AI Concierge sets to Urgent priority is a separate signal — it flagged the conversation itself (it couldn't confidently answer, or a usage limit was hit). Priority alone doesn't stop it from replying to further messages; assigning the conversation is what actually takes over.
Tip: Chatwoot is a full-featured app on its own — labels, canned responses, private notes for your team, and more are all available in its own Settings, beyond what's covered here.