Your first conversation
When a customer writes to a connected channel, the request appears under Conversations.
How the conversation screen is laid out
The list on the left
Every request, with status filters and the Mine / Unassigned / All tabs. Sorting lives here too: by last activity, creation date, priority or waiting time.
The thread in the middle
Message history and the reply box. Below the box you switch between two modes:
- Reply — the message goes to the customer;
- Note — visible to your team only, the customer never sees it.
The panel on the right
Contact details, conversation information, labels, attributes and the customer's earlier conversations.
Replying
- Pick a conversation from the list.
- Type your reply in the message box.
- To insert a saved reply, type
/followed by the canned response short code. - Attach a file with the paperclip icon.
- Send the message.
Conversation statuses
- Open — in progress, needs attention;
- Pending — you are waiting on the customer;
- Snoozed — you will come back to it later, and it is hidden from the list for now;
- Resolved — the question is answered.
The status is changed with the button at the top of the thread.
Assignment
A conversation can be assigned to you, to another agent or to a team from the panel on the right. If auto-assignment is enabled on the inbox, requests are distributed automatically.
Private notes and mentions
Switch to Note mode to leave a message for your team. Mentioning a colleague with @Name sends them a notification and puts the conversation into their Mentions list.
Tips
- Reply quickly: first response time feeds both reports and SLA.
- Apply labels — they are what makes analytics useful later.
- Do not leave conversations Open once the work on them is done.