Conversations
How to browse, filter, and analyze customer conversations with the bot and your team.
The Conversations tab is the central view of every conversation with your customers — from the widget on your website and from any other channel you've connected (email, WhatsApp, Facebook Messenger, Instagram). Each conversation is a separate entry in the list, which you can open, review, mark with a status, or take over from the bot. Use the channel filter to focus on a single channel at a time.
Articles in this section
- List and filters: how to search and filter conversations.
- Conversation details: the view of a single conversation, system messages, and customer data.
- Closing a conversation: how to mark conversations as resolved or unresolved.
- AI assist for agents: how to generate a draft reply based on your knowledge base.
Related sections
- Live support: how to take over conversations waiting for an agent.
- Bot configuration, Human support: when and how conversations are routed to your team.