What you can do
- Monitor conversations in real-time across all channels.
- Respond directly: compose emails, send chat messages, reply to DMs.
- Take over from AI to handle a conversation personally.
- Assign conversations to team members or teams.
- Set statuses and priorities to track progress.
- Add labels for categorization and routing.
- Leave internal notes visible only to your team.
- View customer data: profile, orders, journey, and metadata.
- Search across all messages, notes, and metadata with full-text search.
Navigation
Views
The sidebar provides built-in views to filter conversations:| View | Shows |
|---|---|
| All | Every conversation. |
| Your Inbox | Conversations assigned to you. |
| Unassigned | Conversations with no assignee. |
| AI Conversations | Conversations handled by the AI assistant. |
| Live Conversations | Conversations with a human agent actively engaged. |
| Campaigns | Conversations originating from campaigns. |
| Sent | Outbound messages. |
| Archive | Archived conversations. |
| Spam | Conversations flagged as spam. |
| Trash | Deleted conversations. |
Filters
You can filter by:| Filter | Options |
|---|---|
| Status | In Progress, Waiting on Customer, On Hold, Resolved |
| Channel | Storefront, Email, Instagram, Facebook |
| Direction | Inbound, Outbound |
| Labels | Any label you’ve created |
| Assigned to | Specific team member |
| Read/Unread | Unread only |
| Date range | Start and end dates |
| Sort | Newest or oldest first |
| Account | Specific integration/account |
| Priority | Low, Medium, High, Critical |
Custom views
Save frequently used filter combinations as custom views for quick access from the sidebar. Custom views support the same filter options listed above, so you can create views like “High priority email conversations” or “Unresolved Instagram DMs.”Conversation statuses
| Status | Meaning |
|---|---|
| In Progress | Active conversation being worked on. |
| Waiting on Customer | You’ve responded and are waiting for the customer. |
| On Hold | Paused. Needs attention later. |
| Resolved | Issue handled. Conversation complete. When a conversation is resolved, any attached data extractor runs automatically. |
Priorities
| Priority | Use for |
|---|---|
| Low | Non-urgent inquiries. |
| Medium (default) | Standard conversations. |
| High | Important issues needing prompt attention. |
| Critical | Urgent. Requires immediate action. |
Conversation actions
Click on any conversation to open it. From there you can:| Action | Description |
|---|---|
| Change status | Move between In Progress, Waiting, On Hold, Resolved. |
| Change priority | Set Low, Medium, High, or Critical. |
| Assign | Assign to a team member or team. |
| Take over | Take personal control from AI. The AI stops responding and the conversation is assigned to you. |
| Add labels | Apply one or more labels for categorization. |
| Add note | Leave an internal note (not visible to the customer). Notes can be deleted if needed. |
| Compose email | Send an email with full controls (from, to, cc, bcc, subject, attachments). |
Bulk actions
Select multiple conversations and perform:- Bulk resolve: Resolve all selected conversations.
- Bulk archive: Archive selected conversations.
- Bulk spam: Mark selected as spam.
- Bulk delete: Move selected to trash.
- Bulk status change: Change the status of all selected conversations at once.
Information panel
Each conversation has a side panel with:- Customer data: Name, email, phone, and Shopify customer details.
- Orders: Recent orders with status, tracking, and details.
- Journey: Customer’s browsing and interaction history.
- Metadata: Channel, session info, device, browser, location, and other technical details.
Conversation events
The conversation timeline shows not just messages but also system events:| Event | Description |
|---|---|
| Chat taken over | A human agent took over from AI. |
| Chat assigned | The conversation was assigned to a member or team. |
| Status changed | The conversation status was updated. |
| Priority changed | The conversation priority was updated. |
| Tags changed | Labels were added or removed. |
| Chat moved | The conversation was moved (to inbox, archive, trash, or spam). |