Understanding the dashboard

The rail

The narrow column on the far left. Hover an icon to see its name.

• At the top: the logo (back to Conversations), the onboarding checklist while it is open, and the main pages Conversations, Contacts, Reports, Campaigns and Help Center. Administrators on the Enterprise plan also see MCP Control.
• A page your plan does not include shows a small lock. Hover or click it to see which plan includes it.
• At the bottom: Search (also Cmd+K on a Mac or Ctrl+K elsewhere, see the command bar), Help, Notifications, Contact Support (Talk to sales on the Hacker plan) and Settings.
• Below them sits your picture. Click it to set your status (Online, Away, Busy, Offline), switch the Language and the Theme (Light, Dark, System), open Profile settings or Sign out.

The inbox panel

Next to the rail. It holds the folders Mine, Mentions, Unassigned, All and the folder of your AI bot, then the sections Teams, Teammates, Labels and Views. The number next to a folder counts its open and pending conversations. What each folder holds is explained in Inbox folders.

On screens at least 1,536 pixels wide the panel stays next to the list. In narrower windows it is hidden: the button at the top left of the list (Show inbox panel) opens it over the list.

The conversation list

• The top row: the button for the inbox panel, the folder name with its count, Search conversations (see Search conversations and see where they match) and Compose new message (the plus) to start a new conversation.
• The second row: the status menu (Open & Pending until you pick another status) and the sort menu (Newest first or Oldest first). As soon as you pick a folder other than All, a status, a sort order or a search, Save view appears there and keeps that combination as a view in the inbox panel (Startup plan or higher). See Filters and saved views.
• Each row shows the contact, the channel icon, the conversation number and the last message. A dot in front of the name means the customer wrote last or the conversation is unread. Small markers show Bot while your AI bot answers, the priority, an SLA timer, label dots, In queue (only administrators see conversations waiting in the queue), Next up (transferred to you, yours once you have room) or Reserved for a teammate.
• The list loads 50 conversations at a time and the next ones as you scroll.
• Hover a conversation and tick the box that replaces the picture, as many as you need. The bar that appears can Resolve them or Assign to me, and More actions can set them to pending, reopen, unassign, mark unread, mute or delete them. Deleting needs the permission to delete conversations.

The conversation

• The header shows the customer, the channel and the number, and the buttons Translate conversation (Business plan or higher, see Multilingual conversations), Transfer, the status menu, Resolve (or Reopen) and, on smaller screens, Show details. When the conversation area is narrow, some of them move into More actions.
• Until a conversation is yours, a card sits where the reply box would be. It says who has the conversation and offers Take it, Take over or Write a note. See Take, take over and transfer conversations.
• In the middle: messages, private notes and activity lines. At the bottom: the reply box. You can attach several files to one reply, and the arrow next to Send (More send options) has Send and resolve and Send and snooze (see Snooze conversations). Statuses, the header and the timeline are explained in Conversation overview and status.
• The right panel has up to three tabs: Details (contact, attributes and orders from Shopify, WooCommerce or Stripe), Copilot (see Copilot in conversations) and Notes. The Copilot tab only shows when your workspace allows you to use Copilot.

New here? Handling your first conversation walks you through one step by step.

Bring your customers in

• Email: forward your mailbox to Deskwoot with the guides for Gmail, Outlook and other providers.
• Live chat: open the chat widget from a button on your own site, see Open the chat widget from your own button.

Help, support and notifications

• Help in the rail answers questions about using Deskwoot. It is free and never sees your conversations, see Help or Copilot.
• Contact Support opens a chat with the Deskwoot team next to the rail. New replies from the team show as a number on that button and a short card with Open chat and Later. On the Hacker plan the button is called Talk to sales and the team answers plan and pricing questions there.
• Notifications lists assignments, mentions, transfers and other events, see Mentions and team notifications. Which events notify you by email or on your phone, and which sound plays in the browser, you set in Settings > Notifications, see Notification sounds and push notifications. On your phone, the Deskwoot iPhone app sends pushes.

Frequently asked questions

Where are search, settings and my status?

All in the rail on the left: Search, Help, Notifications, Contact Support and Settings at the bottom, and your status under your picture.

How do I switch to dark mode?

Click your picture at the bottom of the rail and pick Dark (or System) under Theme. The command bar (Cmd+K or Ctrl+K) also has Toggle Dark Mode.

How do I set myself to Away?

Click your picture at the bottom of the rail and pick Away under Your status. Round robin only gives new conversations to people who are Online and have Deskwoot open, see Auto assignment and round robin.

Why does a page in the rail show a lock?

Your plan does not include it. Hover or click it to see which plan does, or compare the plans in Plans and pricing. Campaigns and Help Center still open below their plan, so you can stop, edit or delete what you created before a downgrade. See After a downgrade: paused campaigns and automation rules.

Why don't I see Reports?

Reports needs the Startup plan or higher; below that it shows a lock. Administrators always see it. Agents only see it when their custom role includes View reports. See Who can see Reports.

Where is the inbox panel on my laptop?

In windows narrower than 1,536 pixels it is hidden. Click the button at the top left of the conversation list (Show inbox panel) to open it over the list.

Can I see the dashboard tour again?

Yes. Add ?tour=1 to the address of any dashboard page, for example the Conversations page, and load it.

Why are some conversations dimmed at the end of the list?

Your plan's monthly conversation limit was reached (100 on Hacker, 1,000 on Startup). Conversations over the limit are listed last and stay locked. Upgrade your plan to open them, or delete conversations from this month to make room.