Use the conversation detail view
Work from a single conversation view to read transcripts, respond, update status and assignee, link to CRM clients, and review AI insights.
Overview
Use the conversation detail view at /conversations/:conversationId to manage a single conversation end to end: read the transcript, respond when the channel allows, update ownership and status, link the conversation to a client, and review AI and widget insights.
The same layout adapts across chat/SMS, email, and voice conversations while keeping controls and workflows consistent.
The exact controls you see depend on the channel and your permissions. If something described here is missing, contact your tenant admin.
Layout and main sections
The conversation detail view is structured into three main areas:
- Header bar — navigation, participant info, and high-level controls.
- Transcript and activity — messages, calls, or emails in chronological order, plus notes and history.
- Right-hand side panels — AI summary and insights, client linking, and widget tracking.
Header: navigation, channel, and ownership
The header keeps essential context and controls in one place:
- Back control — return to your previous list (inbox, search, or filtered view).
- Channel icon — shows whether this is chat, SMS, email, or voice.
- Contact information — primary participant details, such as name, email address, or phone number.
- Ownership and workflow controls:
- Conversation status (for example, open vs closed type states).
- Assignee field to track who owns the follow-up.
- Tags to categorize and search across conversations.
Changes you make here update the conversation state for everyone in real time.
Transcript and activity stream
The center of the page shows the full history for the conversation:
- Messages appear as a threaded transcript, including:
- Human messages from your team.
- Messages from the contact.
- AI messages where applicable.
- Notes and history may appear inline or as separate activity entries, depending on your configuration.
- For email conversations, you see the email thread, including prior messages.
- For voice conversations, you see call details and the recording player when available.
If there are no messages yet, the main area shows an empty state explaining that the conversation has no transcript yet.
Some conversations are read-only because the underlying channel does not support replies from this view or because you do not have permission to respond. In those cases, use the header controls (status, assignee, tags) and side panels (AI summary, client linking) to document and route the conversation instead of replying.
Right-hand panels: AI and context
The right-hand side aggregates insights and related data so you do not have to leave the page:
- AI summary panel:
- High-level summary of the conversation so far.
- Key extractions such as entities, sentiment, urgency, and qualification signals.
- Freeform AI notes to guide next steps.
- Client linking panel:
- Suggestions for possible matching clients or CRM records.
- Controls to link the conversation to a specific client.
- Options to dismiss individual suggestions.
- Controls to sync with the linked client record.
- Widget tracking events:
- Timeline of events from your widget or embeddable if the conversation is eligible.
- Helps you see how the user interacted before and during the conversation.
If none of these apply, the panel may show an empty or collapsed state instead of AI and widget data.
Channel-specific behaviors
The conversation detail view supports multiple channels with a consistent mental model but channel-specific behavior for replying, attachments, and media.
Chat and SMS conversations focus on fast, short-form exchanges in a single thread.
- Transcript:
- Messages from the contact and your agents appear in order.
- AI messages can appear inline for suggested replies or automated responses.
- Sending messages:
- Use the composer at the bottom to type and send replies.
- Insert canned responses from a picker to respond faster and stay on-brand.
- Typing and delivery:
- Messages send in real time and appear immediately in the transcript.
- Delivery indicators depend on the downstream channel (for example, SMS provider).
Use this channel when you expect quick back-and-forth and short messages.
Email conversations show the entire thread and respect email-specific conventions.
- Thread view:
- Messages group by subject and participants.
- You see incoming and outgoing emails with their original timestamps.
- Replying:
- The composer aligns with your email workflow (for example, reply, reply-all, forward patterns).
- The conversation view mirrors how users see the thread in their email client.
- Attachments and formatting:
- The UI preserves email formatting.
- Attachment handling follows your existing email integration capabilities.
Use the email view when you need longer-form responses, rich formatting, or when the customer prefers email.
Voice conversations represent calls, often originating from a telephony or dialer integration.
- Call recording:
- When available, a player in the main area lets you listen to the recording.
- Playback controls help with QA, coaching, and follow-up preparation.
- Transcript or notes:
- If you capture transcripts, they appear similar to a message stream for easy review.
- Agents may also add call notes as separate entries.
- Follow-up actions:
- You cannot send a voice reply from the same view, but you can:
- Send follow-up messages on another channel (if configured).
- Update tags, status, and assignee.
- Link and sync the call with a client record.
- You cannot send a voice reply from the same view, but you can:
Treat voice conversations as read-only for the call itself and focus on documenting outcomes, linking to the right client, and scheduling or sending follow-ups on appropriate channels.
Channel-specific controls (such as reply-all for email or recording playback for voice) depend on your configured integrations. If something you expect to see is missing, confirm the integration is enabled and healthy.
Common workflows
This section covers the core actions you will perform from the conversation detail view: respond, update status and ownership, and link to a client.
Respond to a conversation
Use this flow when you want to send a new message from an active chat or SMS conversation, or reply within an email thread when the UI supports it.
Open the conversation
- Navigate to your inbox or search list.
- Select the conversation to open the detail view at the
/conversations/:conversationIdroute. - Confirm the channel icon and contact information match what you expect before replying.
Review the transcript and AI summary
- Scan the transcript to understand the history and most recent messages.
- Check the AI summary panel for key points, sentiment, urgency, and qualification signals.
- Use AI notes to quickly understand context if you were not the original assignee.
Compose your reply
- Place your cursor in the composer at the bottom of the transcript.
- Type your response using the tone and detail level appropriate for the channel.
- Insert a canned response from the picker to answer common questions consistently.
Send and confirm delivery
- Send the message using the primary send control in the composer.
- The new message appears immediately as the latest entry in the transcript.
- If the conversation is still open, keep the tab active to see follow-up messages in real time.
Sending messages is only supported for channels that accept outbound messages from the app (for example, chat and SMS, and email when configured). Voice conversations do not support sending voice replies from the detail view.
Update status, tags, and assignee
Keeping status and ownership current helps your team coordinate work and maintain accurate reporting.
Locate status and assignee controls in the header
- With the conversation open, look at the header bar above the transcript.
- Identify the current status, assignee, and any tags applied.
- Confirm your permissions allow editing these fields.
Update the status
- Use the status control to change the conversation state based on your workflow.
- For example, move from an active type state to a resolved type state after sending a final reply.
- Status changes apply immediately and are visible in any inbox or reporting views that use status.
Assign or reassign the conversation
- Open the assignee control and select yourself or another teammate.
- Use this when handing off to a subject-matter expert or escalation team.
- The assignee field updates in real time for all viewers of the conversation.
Add or adjust tags
- Use the tags control to apply relevant categories such as product area, priority, or topic.
- Remove tags that no longer apply to keep reporting accurate.
- Changes to tags apply immediately and affect filters and analytics that depend on them.
Link the conversation to a client
Linking conversations to clients or CRM records makes it easier to see history in one place and drive automations.
Review client suggestions
- Open the right-hand client panel while viewing the conversation.
- Look for suggested clients based on contact details and conversation content.
- Skim the suggestions for the best match; you may see multiple candidates.
Check signals before linking
- Compare the suggested client name with how the contact introduces themselves in the conversation.
- Confirm that key identifiers (such as email domain, phone number, company name, or account ID mentioned in the transcript) match the client record.
- Watch for small differences, such as similar names at different companies, that could indicate the suggestion is not correct.
Link to an existing client
- Select the suggested client that matches the participant or account.
- Confirm the linking action when prompted.
- The conversation becomes associated with that client record for future context and reporting.
Dismiss incorrect suggestions
- If a suggestion is not relevant, dismiss it from the panel.
- Dismissing noisy suggestions helps keep the panel focused on likely matches for you and other agents.
- If none of the suggestions are correct, search for and select the right client manually when that option is available.
Review the linked client record
- After linking, use sync controls (when available) to push or pull data between the conversation and the client record.
- Open the client in your CRM or internal system and confirm the conversation now appears in their history.
- Use this view during handoffs so the next owner sees both the conversation and the full client context in one place.
If you link a conversation to the wrong client, correct it as soon as you notice. Downstream systems may rely on this association for reporting, automations, and follow-ups.
Use AI summary and insights
The AI summary panel condenses long or complex conversations into a quick snapshot so you can decide what to do next without rereading every message.
Key elements typically include:
- Conversation summary — short narrative of what has happened so far.
- Extractions — structured items such as topics, entities, or requested products.
- Sentiment and urgency — how the contact feels and how quickly you should respond.
- Qualification and intent — whether the conversation aligns with your target use case or pipeline stage.
- AI notes — optional freeform commentary for agent guidance and handoffs.
Use these insights to:
- Prioritize work across multiple conversations.
- Decide when to escalate or involve other teams.
- Capture structured data without manual note-taking.
For handoffs:
- When you reassign a conversation, ask the new owner to read the AI summary and notes first to understand context before replying.
- If the AI misses something important, add a brief manual note summarizing key details so future agents do not have to scan the entire transcript.
- For long-running accounts, use the extractions and sentiment trend to decide whether to involve account managers, sales, or support leadership.
Treat the AI summary as a starting point, not a single source of truth. When a situation is sensitive or high-stakes, skim the most recent messages and adjust your reply to match nuance that AI may not fully capture.
Widget tracking events
For conversations that originate from or interact with a widget (for example, a website chat widget), the conversation detail view can show related tracking events.
Typical uses:
- Session context — see which pages the visitor viewed before starting the conversation.
- Interaction history — review clicks, flows, or forms completed in the widget.
- Drop-off points — identify where users struggled before reaching out to support or sales.
The events appear in a timeline, usually in the side panel, and are scoped to the current conversation.
Widget tracking events only appear when the conversation is eligible. If you expect to see them but do not, confirm that your widget integration sends events for that channel.
Realtime updates
The conversation detail view updates automatically whenever key events occur, keeping everyone in sync without manual refresh.
Realtime behavior includes:
- New messages:
- When a new message arrives, it appears at the end of the transcript.
- This applies to inbound messages from the contact, outbound messages from other agents, and AI messages.
- Conversation updates:
- When status, tags, or assignee change, the header and any relevant indicators update for all viewers.
- This prevents conflicting edits and ensures everyone sees the latest workflow state.
If you keep a conversation open while another agent is working on it, expect to see these updates as they happen.
Empty and error states
The conversation detail view handles several special states so you understand what is happening and what to do next.
Loading state
When you open a conversation, the page first shows a loading skeleton while data is fetched.
You can use this time to confirm the URL and conversation ID, but you cannot take actions until the content loads.
Conversation not found
If the conversation ID is invalid or the conversation is no longer available, you see a not found state instead of the transcript.
Common causes include:
- The link is broken or truncated.
- The conversation was deleted or you no longer have access.
- The ID was copied from a different environment.
Use the back control to return to your list and search for the conversation again or contact an admin to confirm its status.
If many users see not-found errors for conversations they recently worked on, investigate permission changes or synchronization issues between systems.
No messages yet
Some conversations exist before any messages are exchanged, for example when they are created by an automation or imported from another system.
In this case:
- The header and side panels still work (status, assignee, tags, client linking, AI).
- The transcript area shows a no messages yet message.
- For channels that support outbound messages, you can often send the first message directly from this state.
Use this to prepare a conversation (assign, tag, link to a client) before the first interaction.
Troubleshooting common issues
Use this section when something in the conversation detail view does not behave as expected.
You cannot reply to a conversation
If the composer is missing or disabled:
- Check the channel icon to confirm which channel the conversation uses. Voice and some system-created conversations are read-only.
- Look for a banner or note near the composer area explaining why replying is disabled.
- Confirm you are allowed to reply to this conversation type based on your role and team practices.
- If other teammates can reply and you cannot, ask an admin to review your permissions.
Call recording is missing
If you expect a recording for a voice conversation but do not see a player:
- Confirm you are viewing a voice conversation and not a related chat or email follow-up.
- Check with your telephony or voice integration owner to verify that recording is enabled for this type of call.
- Make sure you have permission to access recordings; some organizations restrict these to specific roles.
- If recordings used to appear and no longer do, report the issue to your admin with example conversation links.
Conversation shows as not found
If opening a conversation link leads to a not-found state:
- Double-check that the full URL is present; links copied from emails or chats can be truncated.
- Try accessing the conversation from the Conversations list instead of the direct link.
- Ask the teammate who shared the link whether the conversation was archived or deleted.
- If this happens for multiple conversations, escalate to your admin to check for environment or permission changes.
Some fields or panels are missing
If status, assignee, AI summary, client panel, or widget events are missing:
- Confirm you are signed in with the correct account and workspace.
- Check with your admin whether these features are enabled for your tenant.
- For AI and widget data, verify that the conversation channel is eligible and that the relevant integrations are configured.
- If other teammates see panels that you do not, your role may have more limited access; ask an admin to adjust if needed.
When in doubt, capture the conversation URL and a screenshot of what you see before reaching out to your admin or support. This gives them enough context to diagnose configuration or permission issues quickly.
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