Handling your first conversation
Open a conversation, take it, reply and resolve it. The basic flow in the Deskwoot inbox, step by step.
Updated October 5, 2026Also available in: Deutsch, Português
Every message a customer sends becomes a conversation under Conversations in the left rail. A new one lands in Unassigned, or straight in Mine when auto assignment gives it to you. Open it, click Take it, write your reply and send it. When the question is answered, send with Send and resolve or click Resolve in the header.
Reply to a customer
- Click Conversations in the left rail and open Unassigned or Mine in the inbox panel. If your role only shows your own conversations, you have Mine and Mentions. See Inbox folders.
- Click a conversation. The messages open in the middle. On a wide screen the customer's details sit on the right; otherwise click Show details in the header.
- If the card at the bottom says Nobody has taken this conversation yet., click Take it. The reply box opens with the cursor in it. A conversation that is already yours shows the reply box right away.
- Write your reply. Type / to insert a canned response by its short code. Add files with Attach files or drop them on the reply box.
- Click Send or press Cmd+Enter (Mac) or Ctrl+Enter (Windows). The arrow next to Send offers Send and resolve and Send and snooze (see Snooze conversations).
- Is the question answered? Click Resolve in the header, unless you already used Send and resolve.
In a live chat, the customer sees a line like "Anna joined the chat" in the chat window as soon as you take the chat, open it as yours or answer it.
When your AI bot answered first
If your AI bot answers live chats, a new chat first sits in the AI bot folder of the inbox panel (it shows your bot's name there). It moves to your other folders when the bot hands it to your team, the visitor asks for a person, or someone takes it. To step in earlier, open the chat and click Take over from followed by your bot's name on the card. How the bot works is in Setting up the Deskwoot AI bot (Fynn).
Leave a note for your team
Open the menu at the top left of the reply box and switch from Reply to Private Note. Only your team sees notes. Type @ to mention a teammate, then click Add Note. On a conversation that is not yours, click Write a note on the card instead. See Private notes for your team.
Let Copilot help
Click AI in the reply box and pick Suggest a reply. Copilot writes a draft in the Copilot tab of the right panel, and Add to reply puts it into your reply box. You check it and send it yourself. A conversation where you use Copilot counts toward your plan's monthly AI conversations. See Copilot in conversations.
Frequently asked questions
Why can't I type a reply?
The conversation is not yours yet. Click Take it on the card. If a colleague has it, Take over makes it yours. If the card shows neither button, your role can't take conversations, so ask an administrator. See Take, take over and transfer conversations.
Enter does not send my reply. Is that right?
Yes. Enter starts a new paragraph and Shift+Enter a new line. Cmd+Enter or Ctrl+Enter sends.
How many files can I attach?
Up to 10 files in one reply or note, each up to 10 MB and 20 MB together. Images show right inside the conversation.
What happens when the customer writes again after I resolved?
The conversation reopens when the customer writes within the inbox's reopen window (7 days unless your team changed it). After that, their message starts a new conversation.
How do I pass a conversation to a colleague?
Click Transfer in the header, pick the colleague and add a note if you like. If they are at their limit, the conversation waits for them and becomes their next one.
Does the customer see private notes?
No. Notes and your mentions in them stay inside your team.
Where do I find the conversation later?
The list shows Open & Pending by default. Pick Resolved or All statuses in the status menu above the list, then search for the customer's name or email. See Conversation overview and status for what each status means.