Conversation insights give you an on-demand AI read of an open WhatsApp thread. You generate one with a single click from the conversation view; nothing runs automatically in the background, and until new messages arrive, reopening a generated insight costs nothing.
Open a conversation in the inbox and use the insights control near the conversation header. Click it to have the AI read the thread and return its read of the conversation so far. If the conversation already has an insight and no new message has arrived since it was generated, opening the conversation shows that existing result at no cost.
An insight returns a short summary of the thread, the customer's intent, up to five topics, a sentiment read (positive, neutral, negative, or mixed), and a suggested next action.
An insight is cached against the conversation it was generated for. As long as no new message has landed on that conversation since the last generation, asking for it again is served from that cache: no AI call runs, and nothing is added to your usage. Once a new message arrives, the cached result is treated as out of date, and generating again re-reads the conversation from scratch.
Because generation only ever happens on a deliberate click, and a repeat click on an unchanged conversation spends nothing, there is no downside to checking an insight as often as you like.
Any agent can generate an insight on a conversation in their organization; this isn't restricted to admins. Generating one is metered the same way as an AI qualifying reply and draws from the same account-level AI usage as the rest of the AI qualifier. Current plan allowances and top-up options are on the pricing page.
To stop a single runaway click loop from burning through that usage, insight generation is rate-limited both per agent and for the organization as a whole. If you hit the limit, wait a moment before generating another insight.
No. Generating an insight only reads the conversation: it never sends a message to the customer and never changes the lead's stage on its own. For how the AI actually talks to customers and makes qualification decisions during a live conversation, see What the AI qualifier does.