Conversation overview and status

Statuses

• Open: waiting for your team.
• Pending: waiting on the customer.
• Snoozed: hidden until a time you pick, then it is Open again. In a live chat it also wakes up early when the customer writes.
• Resolved: done. It reopens when the customer writes again within the inbox's reopen window (7 days unless your team changed it). After that, the customer's next message starts a new conversation.

Change the status with the status menu in the header. It lists all four statuses with a short line on each. Snoozed opens a second step with In 1 hour, In 3 hours, Tomorrow morning (9:00 your time), Next week and Pick a date and time. Next to the menu, Resolve closes an open or pending conversation and Reopen opens any other one again.

If your role can't change conversations, the status menu and Resolve stay visible but locked, and the tooltip says Your role can't change this conversation.

The header

One slim line with the customer's name, an icon for the channel (hover it to see the inbox name) and the conversation number, like #93. In queue shows next to the status while the conversation waits in the queue for a free agent. After a transfer or an unassign, your teammates see Customer waits for an agent until the new owner opens, takes or answers the conversation.

The buttons, from left to right:

• Hand back: only for agents whose role shows just their own conversations. It hands the conversation back to a reviewer.
• Translate conversation: shows once the customer has written. It translates the customer's messages into your dashboard language. It needs the Business or Enterprise plan. See Multilingual conversations.
• Transfer: pass the conversation to a teammate, with a note if you like. You see it on your own conversations, and on every conversation when your role may manage conversations and is not limited to its own.
• The status menu, then Resolve or Reopen.
• Show details / Hide details opens or closes the right panel. On very wide screens the panel always stays open and the button is hidden.

When the chat column is narrow, Hand back, Translate conversation and Transfer move into More actions.

The timeline

• Customer messages, your replies and private notes. Notes have a yellow background and the label Private Note.
• Event lines for things like assignments, transfers and status changes. A grey line is one the customer sees too. A yellow line with a lock is for your team only. Hover a line to read The customer sees this too or Only your team sees this.
• Customers only see event lines in a live chat, and only a few: an agent joined or left, the bot handed the chat to your team, the conversation was resolved or reopened, or it continues by email. On email and the other channels customers see none.
• Images sent as attachments show right in the conversation. Click one to open it in a new tab, or hover it and use its download button. Other files show as a row with their name.

The reply box

• The menu at its top left switches between Reply (to the customer) and Private Note (only your team). In a note, type @ to mention a teammate. See Private notes for your team.
• Send or Cmd+Enter (Mac) or Ctrl+Enter (Windows) sends. Enter starts a new paragraph and Shift+Enter a new line. In a note the button reads Add Note.
• The arrow next to Send (More send options) offers Send and resolve and Send and snooze with the 4 preset snooze times. For your own date and time, use the status menu, see Snooze conversations. The status only changes once the reply went out. You see the arrow when your role may change the status.
• Attach files: up to 10 files in one reply or note, each up to 10 MB and 20 MB together. You can also drop files on the reply box.
• AI opens the Copilot actions: Suggest a reply, Improve my draft, Translate my draft and Summarize the conversation. Each one runs in the Copilot tab. See Copilot in conversations.
• Type / to insert a canned response by its short code. Macro shows once your team has macros and your role may change conversations.
• On a resolved conversation, a line above the reply box says who resolved it and whether your reply reopens it.

The reply box shows once the conversation is yours. Until then a card says who has it and offers Take it, Take over or Write a note. See Take, take over and transfer conversations.

The right panel

• Details: Assigned to (see Assigning conversations), Priority (None, Urgent, High, Medium, Low), Team and Labels, then orders from Shopify, WooCommerce or Stripe, the contact's info, contact and conversation attributes, participants and chat history.
• Copilot: the AI assistant for this conversation. It shows when Copilot is turned on for you.
• Notes: the private notes of this conversation and the notes on the contact, with Write a note.

Frequently asked questions

What is the difference between the grey and the yellow event lines?

Grey lines are ones the customer also sees in the live chat. Yellow lines with a lock are only for your team. Hover a line to see which it is.

Can I resolve many conversations at once?

Yes. Tick them in the conversation list and click Resolve in the bar that appears. More actions, like Set to pending and Assign to me, sit in the same bar. See Filters and saved views.

What does Send and snooze do?

It sends your reply and then snoozes the conversation until the time you picked. When that time comes, it is Open again. In a live chat, a new message from the customer wakes it earlier.

Does my reply reopen a resolved conversation?

Yes, at any age, and the line above the reply box says Your reply reopens it. Only when the inbox's reopen window is set to 0 days does it say Replies do not reopen it (reopen window is off).

How do I get a summary of the conversation?

Click AI in the reply box and pick Summarize the conversation, or use the same action in the Copilot tab. When the summary is done, click Save as private note.

What does Customer waits for an agent mean?

The conversation was transferred or unassigned, and the customer waits for the next person. The marker goes away once the new owner opens, takes or answers the conversation, or when it is resolved or snoozed.

Where do I set the priority?

In the Details tab under Priority. Urgent and High also show an icon in the conversation list.

Why can't I change the status?

Your role doesn't allow changes to conversations. The status menu and Resolve then show Your role can't change this conversation. Ask an administrator to change your role.