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Managing Conversations

Learn how to handle customer conversations effectively.

Joining a Conversation​

From AI to Human​

When AI is handling a conversation:

  1. Click on the conversation
  2. Click Join Conversation or type a message
  3. You take over from AI
  4. AI pauses until you release

Assignment​

Conversations can be:

AssignmentDescription
UnassignedAvailable to any agent
AssignedOwned by specific agent
TeamAssigned to a team

Responding to Customers​

Composing Messages​

  1. Click in the message input
  2. Type your response
  3. Press Enter to send (or click Send button)

Formatting​

FormatHow
Bold**text** or Ctrl+B
Italic*text* or Ctrl+I
LinkPaste URL or [text](url)

Attachments​

Click the attachment icon to send:

  • Images (PNG, JPG, GIF)
  • Documents (PDF, DOC)
  • Files (up to 25MB)

Quick Replies​

Use saved responses:

  1. Type / to open quick reply menu
  2. Search or browse templates
  3. Select to insert
  4. Customize if needed
  5. Send

Conversation Actions​

Resolve​

Mark a conversation as complete:

  1. Click Resolve button
  2. Optionally add a resolution note
  3. Conversation moves to resolved state
  4. CSAT survey sent (if enabled)

Reopen​

Reopen a resolved conversation:

  1. Find in resolved conversations
  2. Click Reopen
  3. Conversation returns to open state

Transfer​

Transfer to another agent or team:

  1. Click Transfer (or Assign)
  2. Select agent or team
  3. Add a note (optional)
  4. Confirm transfer

Escalate​

Escalate for higher priority:

  1. Click Escalate
  2. Select reason
  3. Add context
  4. Submit escalation

Internal Notes​

Leave notes visible only to your team:

  1. Click the Notes tab or icon
  2. Type your note
  3. Click Add Note

Notes are not visible to customers.

Using AI Assistance​

AI Suggestions​

AI can suggest responses:

  1. Click Suggest Reply
  2. Review AI's suggestion
  3. Edit if needed
  4. Send

Let AI Handle​

Return conversation to AI:

  1. Click Hand to AI
  2. AI resumes handling
  3. You can rejoin anytime

Tagging & Categorization​

Add Tags​

  1. In customer panel, click Add Tag
  2. Select existing or create new
  3. Tags help with filtering and reporting

Common Tags​

  • Priority levels (urgent, normal, low)
  • Topics (billing, technical, sales)
  • Sentiment (happy, frustrated)

Bulk Actions​

Select multiple conversations:

  1. Check boxes next to conversations
  2. Choose bulk action:
    • Assign to agent
    • Mark as resolved
    • Add tags
    • Export

Keyboard Shortcuts​

ActionShortcut
Send messageEnter
New lineShift + Enter
ResolveCtrl + R
Quick reply/
SearchCtrl + K
Next conversation↓
Previous conversation↑

Best Practices​

Response Time​

  • Acknowledge quickly
  • Set expectations for complex issues
  • Use quick replies for common questions

Tone​

  • Match customer's tone
  • Be empathetic for complaints
  • Stay professional

Handoffs​

  • Provide context when transferring
  • Don't make customers repeat themselves
  • Follow up to ensure resolution