> ## Documentation Index
> Fetch the complete documentation index at: https://docs.clarky.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing Conversations

> View, respond to, and organize customer conversations

## 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:

<Tabs>
  <Tab title="Text Messages">
    Standard text communication with formatting support
  </Tab>

  <Tab title="Images and Attachments">
    Visual content shared by users or agent
  </Tab>

  <Tab title="System Messages">
    Automated notifications (user joined, transferred, etc.)
  </Tab>

  <Tab title="Quick Replies">
    Button-based responses for easy selection
  </Tab>
</Tabs>

## Conversation Actions

### Quick Actions

Perform common tasks directly from the conversation view:

<CardGroup cols={2}>
  <Card title="Take Over" icon="hand">
    Assume control of the conversation
  </Card>

  <Card title="Add to CRM" icon="user-plus">
    Create or link a CRM contact
  </Card>

  <Card title="Add Note" icon="note">
    Attach internal notes
  </Card>

  <Card title="Mark Complete" icon="check">
    Close the conversation
  </Card>
</CardGroup>

### Responding to Messages

When you take over a conversation:

1. Agent pauses automatic responses
2. You type and send messages manually
3. User sees smooth transition
4. 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

<Card title="Learn Human Takeover" icon="hand" href="/features/inbox/human-takeover">
  Master taking over conversations
</Card>