Conversations

Conversations are the main agent workspace. This is where messages from connected inboxes become one organized customer service desk.

Conversation screen layout

The conversation screen has three working areas:

Area	What it contains
Left panel	Search, new conversation, get next in line, sorting, filters, bulk actions, and the conversation list.
Center panel	The selected conversation, messages, email thread view when relevant, and reply composer.
Right panel	Contact fields, linked customer record, labels, notes/context, and AI Copilot tools.

Right sidebar

The right sidebar keeps the customer context next to the live conversation. Agents can answer faster because they do not need to leave the conversation page to check basic contact details, customer history, previous conversations, or AI support.

The right sidebar is split into sections:

Section	What it shows	Common actions
Contact Info	The individual person in the conversation, such as name, phone, email, company, status, and custom contact fields.	Edit contact details and save updates directly from the conversation.
Customers	The CRM customer linked to this conversation. This is usually the company, account, household, or main customer record behind the contact.	View the linked customer, change the customer link, search for an existing customer, or create a new customer from the conversation.
Previous Conversations	Other conversations connected to the same contact or customer.	Review history before replying, open older conversations, and understand whether this issue is new or a continuation.
AI Copilot	AI assistance for the current conversation.	Ask questions, use a selected knowledge base, review AI notes, and insert useful AI answers into the reply composer when appropriate.

Contact Info

Contact Info is about the person who sent the message. It is useful when the same customer has several people contacting your team, or when one person contacts you from several channels.

Use it to check or update:

Field	Example
Name	The person's name as agents should see it.
Phone	The contact's phone number.
Email	The contact's email address.
Company	The organization or business name connected to the person.
Status	The contact status used by your team.
Custom fields	Any additional fields your account uses for contacts.

When an agent changes a contact field, the updated information is saved for future conversations with the same contact.

Customers

The Customers section connects the conversation to the CRM. This is important because one customer can have many contacts, many conversations, calls, documents, and custom records.

If a customer is already linked, agents can open the customer profile from the right sidebar. If the conversation is not linked yet, agents can search for an existing customer or create a new one from the conversation.

Use customer linking when:

Situation	What to do
The contact belongs to an existing customer	Link the conversation/contact to that customer.
The contact is a new business or customer	Create a new customer from the conversation.
The conversation was linked to the wrong customer	Change the linked customer.
You need the complete customer history	Open the customer profile.

Previous Conversations

Previous Conversations helps agents understand the history before replying. It is especially useful when a customer comes back through a different channel, or when a new agent takes over an issue.

Use it to answer questions like:

Question	Why it matters
Has this customer contacted us before?	Prevents repeated questions and improves continuity.
Was the last issue resolved?	Helps avoid reopening old problems without context.
Which channel did they use before?	Helps understand customer preference and history.
Which agent handled the last case?	Makes follow-up and escalation easier.

AI Copilot

AI Copilot is designed to support the agent, not replace the agent. Agents can ask Copilot questions about the conversation, use a selected knowledge base, or review AI-generated insights.

Depending on enabled AI features, Copilot can help with:

Use case	How it helps
Summarizing context	Gives a quick overview of long conversations.
Answer drafting	Suggests wording agents can use or edit before sending.
Knowledge base answers	Searches approved knowledge base content and returns an answer based on that source.
Conversation insights	Shows items such as urgency, labels, churn risk, upsell opportunity, or detected subject when enabled.
Language help	Helps rewrite or translate replies when account features allow it.

Agents should review AI answers before sending them to customers, especially when the answer includes pricing, legal, billing, medical, technical, or policy-sensitive information.

Find the right conversation

Use the queue links in the sidebar to choose the work list:

Queue	Best for
Mine	Conversations assigned to you.
Waiting	Unassigned conversations waiting for handling.
Chatbot	Conversations currently handled by Studio bot mode.
AI Agent	Conversations currently handled by an AI agent.
All Open	Open conversations across the account.
Resolved	Closed conversations and historical review.

Inside a queue, use search, sort, and filters to narrow the list by channel type, inbox name, labels, priority, flag, and time period.

Right-click quick actions

In open conversation queues, agents can right-click a conversation in the left list to open quick actions. This is useful when you need to organize work without opening the conversation first.

Quick actions can include:

Action	Use it to
Mark as read / unread	Control whether the conversation appears as needing attention.
Mark as resolved	Close the conversation when the work is complete.
Assign	Assign the conversation to yourself, another agent, an AI agent where available, or send it back in line.
Priority	Change the priority to low, medium, high, or urgent.
Assign label	Add or remove conversation labels.
Pin / unpin	Keep important conversations at the top of the list.
Flag	Add a colored flag for quick visual follow-up.
Show customer	Open the linked customer profile, when the conversation is connected to a customer.

Quick actions update the same conversation fields as the controls inside the conversation. For example, changing priority from the right-click menu is the same as changing priority in the conversation top bar.

note

Right-click actions are available for open conversation lists. Resolved conversation views are used mainly for review and history.

Handle a conversation

A normal agent workflow looks like this:

1. Open a queue.
2. Select a conversation.
3. Review the latest messages and customer context.
4. Assign the conversation if needed.
5. Set priority, flag, or labels when useful.
6. Reply to the customer or add an internal/private note.
7. Use quick replies or AI Copilot when appropriate.
8. Mark the conversation as resolved when the issue is complete.

Assignment, priority, labels, and flags

Use the top bar of the selected conversation to keep work organized.

Control	Use it to
Assigned agent	Move ownership to yourself or another agent.
Priority	Mark urgency as low, medium, high, or urgent.
Flag	Add a visual signal for follow-up or special handling.
Labels	Group conversations by topic, department, campaign, or issue type.
Resolve	Close the conversation when no more action is needed.

Bulk actions

When multiple conversations need the same update, select conversations from the list and use the bulk toolbar to assign, label, mark read/unread, or resolve them.

warning

Bulk actions affect every selected conversation. Before applying them, confirm the selected count and filter context.