Conversation details

The single-conversation view shows the full history of the exchange between the customer and the bot (or an agent), along with additional technical information that helps you understand the context.

Conversation content

In the central part of the screen there is a chronological record of messages, from oldest to newest, starting with a "Conversation started {date}" marker:

• Customer messages are shown on the left.
• Bot or agent messages are shown on the right. Bot messages are labeled Fibly AI.
• System events are shown as small, centered notes, separated from regular messages.

If the customer rated a bot reply, the rating appears under that reply as Helpful or Not helpful.

System events

System notes appear automatically and highlight key moments in the conversation:

• Customer asked to speak with a human: when the customer asked for a person.
• AI couldn't answer — escalated to a human: when the bot decided it couldn't help (see Human support).
• Timed out waiting for an agent: when no one took over the conversation within the configured time. The conversation is closed and handed to your team by email.
• joined the conversation: an agent took over the conversation in the dashboard (see Live support).
• left the conversation: an agent handed the conversation back to the bot.
• closed the conversation: the conversation was marked as finished (see Closing a conversation).
• Email verification request sent and Email address has been verified: when the customer was asked to confirm their email address and confirmed it.

Details panel

On the right side of the screen there is a panel with the customer's name (with a Returning badge for repeat customers) and these sections:

• Details: the Channel, the customer's Location and IP address (or several, if they connected from different networks), Browser, First seen, the number of Conversations (click it to list them), Email and Phone if known, and the Conversation ID.
• AI summary: a short summary of the conversation, generated when you open it.
• Category: the conversation's classification. The AI assigns it when the conversation ends, and you can change it with Set category. Categories are managed in Settings → Classifications.
• Notes: the notes saved in the customer's profile.
• View full profile: opens the customer profile.

Click an IP address to Show customers from this IP, Show conversations from this IP, Copy IP address, or Ban this IP address. Next to Access you'll find Ban customer. Banning is described in Banning customers and IP addresses.

Actions

The top bar of the conversation provides action buttons:

• Take over, on any open conversation that isn't assigned to you. If a colleague is handling it, it is reassigned to you.
• Hand back to AI, when the conversation is assigned to you and you want to return it to the bot.
• Close, when the conversation is assigned to you, to mark it as finished with a result of Resolved or Not resolved.
• Verify email, when the conversation is assigned to you and the customer gave an email address that isn't verified yet. The customer receives a verification email.
• Send message in the field at the bottom of the screen, when you are handling the conversation.

Email tickets have their own controls instead (status, priority, and internal notes); see Email.

Searching by content

A full-text search works within an open conversation. Press Ctrl + F and type a phrase. Matches are highlighted, and the arrows take you to the next hit.

What's next

When you finish your analysis, mark the conversation with the appropriate status: Closing a conversation.