Viewing Conversations
Each conversation displays:- Complete message history - All messages in chronological order
- Customer information - Name, contact details, previous interactions
- Conversation metadata - Channel, timestamp, duration, status
- AI confidence scores - How confident the agent was in responses
Message Types
Conversations can include various message types:- Text Messages
- Images and Attachments
- System Messages
- Quick Replies
Standard text communication with formatting support
Conversation Actions
Quick Actions
Perform common tasks directly from the conversation view:Take Over
Assume control of the conversation
Add to CRM
Create or link a CRM contact
Add Note
Attach internal notes
Mark Complete
Close the conversation
Responding to Messages
When you take over a conversation:- Agent pauses automatic responses
- You type and send messages manually
- User sees smooth transition
- You can hand back to AI when done
Organizing Conversations
Tags
Add custom tags to categorize conversations:- By Topic: billing, support, sales
- By Priority: urgent, normal, low
- By Outcome: resolved, escalated, pending
- Custom Tags: Create your own categories
Notes
Add internal notes that customers don’t see:- Context about the conversation
- Follow-up requirements
- Special customer needs
- Resolution details
Next Steps
Learn Human Takeover
Master taking over conversations