Conversation Detail

Inside a conversation

When you click on a conversation in the inbox, you open the Conversation Detail view. This is where all the action happens — reading the thread, replying to the customer, collaborating with your team, and managing the conversation's status.

The view is split into three panels:

• Left — The conversation timeline (the full message thread)
• Center — The reply composer and action buttons
• Right — The client profile, conversation metadata, and linked records

The conversation timeline

The timeline shows every event in the conversation in chronological order:

• Customer messages — What the customer sent, on any channel
• AI responses — Replies from your AI assistant, clearly labeled
• Agent replies — Responses from human agents
• Internal notes — Private comments visible only to your team (not the customer)
• System events — Automatic actions like assignments, status changes, and routing events

This gives you a complete picture of everything that happened, in the order it happened. You never have to guess what the AI said or what a previous agent did.

Replying to the customer

The composer at the bottom of the screen is where you write your response.

Sending a reply

Type your message in the composer. You can use the formatting toolbar to add bold, italics, or links depending on the channel. Click the paperclip icon to attach files.

For common questions, use Canned Responses — click the lightning bolt icon or type / followed by the shortcut keyword to insert a pre-written reply. You can edit it before sending.

Sending and changing state

When you send a reply, you'll often want to update the conversation's status at the same time. Use the dropdown next to the Send button:

• Send and Close — Reply and mark as resolved in one click
• Send and Snooze — Reply and hide the conversation until a specific time
• Send and Keep Open — Reply and leave it in your active queue

Internal notes

Switch the composer to Note mode to leave a private comment that the customer will never see. This is useful for:

• Flagging something for a colleague
• Documenting your reasoning before closing
• @mentioning a teammate to ask for their input

The client panel

The right panel shows the client record linked to this conversation. From here you can:

• View and edit the client's contact details (name, email, phone, company)
• See their full conversation history across all channels
• View and edit custom fields (like account tier or CRM ID)
• Add tags to the client's profile

Changes you make here are saved to the client record and will be visible in CRM > Clients.

Conversation metadata

Also in the right panel, you'll find metadata about the conversation itself:

• Channel — Where this conversation came from (chat, SMS, email, etc.)
• Assignee — Which agent is responsible for it
• Tags — Labels applied to this conversation
• AI Summary — A brief AI-generated summary of the conversation so far (useful when taking over from the AI)
• Linked Playbook — Which playbook the AI was following, if any

Taking over from the AI

If an AI assistant is currently handling the conversation, you'll see a Take Over button at the top of the thread. Click it to:

1. Stop the AI from responding
2. Assign the conversation to yourself
3. Take over the reply composer

The customer won't notice the transition — they'll just start receiving responses from you instead of the AI. The AI's previous responses remain in the timeline for full context.

Snoozeing and resolving

• Snooze — Hide the conversation until a specific date and time. It will reappear in your inbox automatically. Use this when you're waiting for a response or need to follow up later.
• Resolve — Mark the conversation as closed. Resolved conversations move out of the active queue but remain searchable and accessible in history.

You can reopen a resolved conversation at any time if the customer follows up or the issue resurfaces.