Handling your first conversation

When a customer sends a message through any connected channel, a new conversation appears in your inbox. Here is how to handle it.

The conversation view

Click on a conversation in the sidebar to open it. You will see the full message history on the left and customer details on the right - including their name, email, previous conversations, and any custom attributes.

Replying to customers

Type your message in the reply box at the bottom and press Enter or click Send. You can format text, attach files, and insert canned responses using the toolbar. To add an internal note visible only to your team, click the 'Note' tab before typing.

Conversation status

Every conversation has a status: Open, Pending, Snoozed, or Resolved. When you have answered a customer's question, click 'Resolve' to close the conversation. If the customer replies again, it will automatically reopen.

Assigning conversations

You can assign a conversation to yourself or another agent using the assignment dropdown in the conversation header. You can also assign it to a specific team for group handling.