Conversation Handling
Reply to customers, add notes, tags and statuses.
Open a conversation and read its history in chronological order
An Operator opens a conversation from the Inbox and reads every message — customer, operator, AI, automation, internal note and system event — in the order it happened, with the customer's identity, channel and current state visible at a glance.
Reply to a customer with text
An Operator types a text reply in the composer and sends it to the customer over the conversation's channel.
Insert emoji into a reply
An Operator opens the emoji picker and inserts one or more emoji into the composer's text, on channels that transmit them reliably.
Send media and files the channel supports
An Operator attaches an image, video, audio clip or document that the conversation's channel can carry, optionally with a caption, and sends it.
Open or download an attachment a customer sent
An Operator opens or downloads a file the customer sent — a photo, a voice note, a document — from the conversation history.
Reply to a specific earlier message
An Operator anchors a new reply to a specific earlier message in the conversation, on channels that carry that context, so the customer sees exactly what is being answered.
Adapt the available reply functions to the conversation's channel
The composer shows only the functions the current channel supports and explains, in place, why an unavailable function cannot be used right now.
Insert a reply template into the composer
An Operator inserts a saved reply template into the composer — by picker or by typing its shortcut — with merge fields resolved against the conversation's customer, then edits and sends it.
Add an internal note visible only to staff
An Operator writes a note about the conversation that stays inside the platform — never delivered on the channel, never visible to the customer.
Add or remove tags on a conversation
An Operator tags a conversation from the company's tag library to classify it for filtering, routing and reporting.
Change the conversation status
An Operator moves a conversation through the company's configured status list as work on it progresses.
Set the refused/lost status and record the mandatory reason
An Operator marks a conversation as unsalvageable, selecting a reason from the company's refusal-reason list; the conversation becomes terminal.
Search within a conversation's own history
An Operator searches the messages of the conversation currently open to find an earlier statement without scrolling the whole history.
Distinguish customer, operator, ai, automation, internal-note and system messages
Every message in a conversation's history is rendered with a visual treatment specific to its kind, so staff always know at a glance who or what produced it.
Identify the real author of a message behind the shared commercial identity
A Supervisor checks which human sent a given reply, even though the customer sees only the company's one shared identity on the channel.
Mark a conversation's messages as read
An Operator scrolling a conversation's history to its end updates their own read marker, so the Inbox's unread indicator reflects only unread customer messages.
Reopen a resolved conversation on a new customer message
A customer writes again after their conversation was resolved, within the company's configured reopen window; the platform reopens the same conversation instead of leaving the message stranded.
Start a new conversation instead of reopening once the configured period has passed
A customer writes again after the reopen window has elapsed; the platform starts a brand-new conversation rather than resurrecting the resolved one, while keeping the prior conversation intact in the customer's history.
Start a conversation with a customer on another channel available on their profile
From a customer's profile, an Operator starts a new conversation on a different connected channel than the one currently open — restricted to channels the customer has a known identity on, and subject to that channel's own rules for an operator-initiated contact.