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Sahut is organized around four core concepts: channels, conversations, contacts, and your inbox. Understanding how these pieces fit together will help you get the most out of the platform.

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The four core concepts

Channels

Messaging platforms you connect to Sahut — WhatsApp, email, Instagram, and more.

Conversations

Individual threads of messages between your team and a customer.

Contacts

Customer profiles that store contact info and conversation history.

Inbox

The shared workspace where your team views and responds to conversations.

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How they connect

When a customer sends you a message on WhatsApp (a channel), Sahut creates a conversation and links it to that customer’s contact profile. The conversation appears in your team’s inbox, where an agent can pick it up and reply. 
Customer sends WhatsApp message
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Sahut receives it via connected Channel
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Sahut creates or matches a Conversation
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Sahut links Conversation to a Contact profile
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Conversation appears in your team's Inbox
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Agent assigns, replies, and resolves

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Conversation lifecycle

Every conversation in Sahut moves through a simple set of states:
StateMeaning
OpenActive conversation waiting for a reply or action
PendingWaiting for the customer to respond (e.g., after you sent a message)
ResolvedConversation marked as complete by your team
SnoozedHidden temporarily and set to resurface at a chosen time
Your inbox shows Open conversations by default. Use the filters at the top of the inbox to view conversations in other states.

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Teams and assignments

Conversations can be unassigned (visible to all agents) or assigned to a specific team member. Supervisors and admins can create teams — groups of agents that handle specific channels or topics (e.g., a Sales team or a Support team). When automation rules are active, Sahut can assign conversations automatically based on the channel, keywords, or other criteria.