Managing Conversations

Learn how to navigate your conversation queue, filter chats, and keep your support organized.

Accessing Conversations

Click Conversations in the sidebar to see all chats.

The view shows:

• Real-time conversation list
• Conversation detail panel
• Visitor information sidebar

Filtering Conversations

By Status

Filter to see specific conversation types:

• All — Every conversation
• Open — Active chats needing attention
• Pending — Waiting for customer response
• Closed — Completed conversations

By Assignee

• Unassigned — No team member assigned
• Assigned to me — Your conversations
• Assigned to [name] — Specific team member

By Date

• Today — Conversations from today
• This week — Last 7 days
• This month — Last 30 days
• Custom range — Specific date range

By Source

• Widget — From website chat widget
• API — From API integrations

Viewing a Conversation

Click any conversation to open it:

Message Thread

• Full conversation history
• AI and human messages distinguished
• Confidence scores on AI messages
• Timestamps on each message

Quick Actions

• Reply — Send a message
• Close — Mark as resolved
• Assign — Route to team member
• Block — Block this visitor

Visitor Information

Sidebar shows:

• Name and email (if collected)
• Location (from IP geolocation)
• Device and browser
• Conversation history
• Notes

Responding to Conversations

Sending Messages

AI Copilot

When you take over from AI:

• AI suggests responses based on context
• Click to insert suggestions
• Edit before sending
• AI learns from your choices

Canned Responses

Save time with pre-written responses:

1. Type / to see saved responses
2. Select the one you want
3. Edit if needed
4. Send

Create new canned responses in Settings > Canned Responses.

Assigning Conversations

Manual Assignment

1. Open the conversation
2. Click Assign
3. Select team member
4. They'll receive a notification

Auto-Assignment

Configure in Settings > Routing:

• Round-robin among available agents
• Skill-based routing
• Load balancing

Reassigning

1. Open the conversation
2. Click current assignee
3. Select new team member
4. Optionally add a note

Closing Conversations

Manual Close

1. Open the conversation
2. Click Close or use keyboard shortcut
3. Optionally add closing notes

Auto-Close

Configure automatic closing:

• After X hours of inactivity
• When customer says "thanks" or similar
• When specific conditions are met

Conversation Notes

Add internal notes visible only to your team:

1. Open conversation
2. Click Add Note
3. Write your note
4. Save

Use notes for:

• Context for other team members
• Follow-up reminders
• Issue summaries

Keyboard Shortcuts

Speed up your workflow:

Searching Conversations

Find specific conversations:

1. Use the search bar
2. Search by:
   • Visitor name or email
   • Message content
   • Date range
   • Status

Best Practices

Response Time

• Aim for < 5 minute response on open conversations
• Set up notifications to avoid missing chats
• Use status to track which need attention

Handoffs

• Add notes when reassigning
• Explain context for new assignee
• Update status appropriately

Closing Properly

• Confirm issue is resolved
• Ask for feedback
• Thank the customer
• Mark as closed promptly

Troubleshooting

Missing Conversations

• Check filters aren't hiding them
• Verify date range
• Check if assigned to someone else

Can't Reply

• Check your permissions
• Verify conversation isn't closed
• Ensure you're connected

Messages Not Sending

• Check your internet connection
• Try refreshing the page
• Contact support if persistent

Next Steps

• Learn human handoff
• Manage contacts
• Set up notifications