Conversations
A conversation is one thread between one customer and your team on one channel. Every conversation is linked to a lead or contact in the CRM: when a message arrives from someone unknown, a lead is created first. Every conversation belongs to one site.
Who can do what
Section titled “Who can do what”| Action | Owner / Admin | Manager | Agent |
|---|---|---|---|
| See a conversation | all | own inboxes | assigned to them |
| Reply, add an internal note, tag | yes | yes | yes |
| Edit or delete own message | yes | yes | within 30 minutes |
| Assign | anyone | anyone | to themselves |
| Change status, snooze, mark spam | yes | yes | own conversations |
| Merge, export, delete, toggle AI | yes | yes | no |
| Cobrowse | yes | yes | yes |
Statuses
Section titled “Statuses”open → needs attention · pending → waiting for the customer · snoozed → hidden until a time · resolved → closed by an agent · closed → archived · merged → joined into another (read-only) · spam.
Who is handling is a separate field: AI, human, or nobody. New conversations start with the AI when an adapter is connected, otherwise they go to people through the routing chain.
Key transitions:
- Resolved → open when the customer writes again. With an AI adapter the AI picks it up first.
- Resolved → closed after the auto-close timeout: 30 days by default, adjustable from 1 to 365 days per account in Settings → Chats (an inbox can override it).
- Open → resolved by itself when the agent wrote last and the customer stays silent: after 72 hours by default, 7 days for e-mail, 20 hours for WhatsApp (so that a reopened WhatsApp conversation is still inside Meta’s 24-hour window).
- Closed → open if the customer writes within 30 days; later messages create a new conversation, with e-mail threading kept for the customer’s mail client.
- Merged is terminal: a merged conversation accepts no messages and no status changes; the API answers
409.
Replying
Section titled “Replying”The composer supports rich text, attachments, emoji, saved templates and macros (⚡). Cmd/Ctrl + Enter sends. Internal notes are visible to the team only and are marked in the timeline. Replying to an unassigned conversation assigns it to you; while the AI is handling a conversation, Take the chat hands it to you.
AI tools in the composer, available when an adapter is connected: suggest a reply, rewrite (shorter, friendlier, formal), summarise the thread, translate. Live translate shows the customer’s language as a pill; switching it on translates both directions per message and stays on for the conversation.
The right panel
Section titled “The right panel”Collapsible with the chevron in the top bar. Sections: the customer’s CRM card (only the active CRM source is shown), recent conversations, open tickets, tags and custom fields, knowledge base search with Insert link, and plugin data such as the customer’s plan from your own system.
Snooze
Section titled “Snooze”Pick a time; the conversation moves to Snoozed and comes back as open when the time passes or as soon as the customer writes.
Managers and Admins can merge conversation A into conversation B when both are in the same account and site, A is open, pending, snoozed or resolved, and B is not closed or merged. Messages are interleaved by time, tags are unioned, B’s assignee and subject win, priority is the higher of the two, and A becomes read-only with a link to B. A preview lists every conflict before you confirm, and the merge is written to the audit log.
WhatsApp 24-hour window
Section titled “WhatsApp 24-hour window”Free-text replies are possible for 24 hours after the customer’s last message. When the window closes the composer shows a banner and only approved template messages can be sent.
Creating a ticket
Section titled “Creating a ticket”Create ticket in the top bar opens the ticket form in place, pre-filled with the contact and the first 80 characters of the conversation. See Tickets.
Deleting
Section titled “Deleting”Owners, Admins and Managers can delete a conversation after a confirmation that lists what goes with it: messages, attachments, the link from tickets and CRM history. Deletion is audited.