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Working with conversations

A conversation is one thread with one contact on one channel. It holds every message in that thread, the AI's assessment of it, and the decisions your team made about it.

Assigning​

Assigning makes one person responsible. Assign from the conversation header, or select several rows in the list and assign them together.

FirstReply records who assigned and when, so "why is this mine" always has an answer.

A classification with a default assignee assigns automatically on arrival. That is the right tool for specialisation; assigning by hand is for everything else.

Unassigning returns a conversation to the pool. It is the correct move when you cannot take it, and better than leaving it assigned to someone who is on holiday.

Priority​

Priority runs Normal, Low, Medium, High, Critical. Set it from the conversation menu.

High and Critical put a conversation in the AI Queue under Urgent and in the dashboard's High priority tab. That is the whole purpose: priority exists to move something up a queue, so raising everything defeats it.

The assistant raises priority to High by itself in one case: when it hands a conversation over because it could not answer.

Classification​

The classification is set automatically on arrival and shown as a chip. Change it from the conversation menu whenever it is wrong.

Doing so has two effects: the AI's reason and confidence are cleared, and the conversation becomes a verified example that carries more weight the next time something similar arrives. Correcting classifications is the cheapest way to improve routing.

Closing and reopening​

Close a conversation when it is done, from the status control or with Send and close in the editor.

A closed conversation leaves the open views and moves to Resolved. FirstReply records who closed it and why: manually, by the AI after it answered, or by the inactivity rule.

A new customer message reopens it automatically. Closing is therefore never a way to lose a thread, and there is no reason to leave conversations open "in case".

Automatic close by inactivity​

The workspace can close conversations that have had no activity for a number of days. It is set under Workspace settings and is the tool for threads that end without a clear ending — the customer got their answer and simply stopped writing.

Spam​

Marking a conversation as spam moves it to the Spam view and out of every other. Nothing is deleted, and you can mark it as not spam again.

For recurring noise, a classification named Spam with automatic close keeps it out of the queue without anyone touching it.

Merging​

Two conversations with the same person about the same thing can be merged. It happens when a customer writes from two addresses, or starts a new thread instead of replying.

Merging moves the messages into one conversation in date order. It cannot be undone, so check you have the right pair.

Internal notes​

The Internal note tab in the editor writes a note visible only to your team. Notes sit in the message history where the context belongs, rather than in a chat app where it is lost.

Use them for what you found out, what you promised a colleague, and what the customer should not read.

Bulk actions​

Select several conversations in the list with the checkboxes and apply an action to all of them: assign, close, classify, change priority, mark as spam.

This is how you deal with a backlog. Filter to what you want, select all, act once.

Creating a conversation​

You can start a conversation yourself from New conversation on a contact. Pick the inbox to send from, write the message, send. It behaves like any other conversation from then on, and the customer's reply lands back in the thread.