Conversations

The Conversations section is your central hub for monitoring and managing all customer interactions across every connected channel. Whether a customer reaches out through your website chat widget, Telegram, WhatsApp, or Instagram, every conversation appears here in a single, unified inbox.

What You Can Do

Feature	Description
View All Conversations	See every customer conversation in one place, regardless of which platform it originated from
Search & Filter	Find conversations by customer name, phone number, or platform user ID, and filter by status
Read Full Chat History	Open any conversation to see the complete message history between the customer and the AI chatbot
Take Over from AI	Manually take control of an active AI conversation to provide human support
Send Messages	Type and send messages directly to customers when in human operator mode
Voice Messages	Record and send voice messages to customers
File Attachments	Upload and send images, PDFs, and documents to customers
Resume AI	Hand the conversation back to the AI chatbot after you have finished helping the customer
Monitor Lead Scores	Track each conversation's lead score to identify high-value prospects

How It Works

The Conversations page is divided into two main panels:

1. Conversation List (left panel) -- A scrollable list of all conversations, showing the customer name or identifier, status badge, last activity time, lead score, and message count.

2. Conversation Detail (right panel) -- When you select a conversation from the list, the full message thread appears here, along with controls for sending messages, taking over from the AI, or resuming AI control.

Conversation Statuses

Every conversation has one of three statuses:

Status	Color	Description
Active	Green	The AI chatbot is actively handling this conversation. New customer messages will receive automated AI responses.
Handed to Human	Amber/Yellow	The conversation has been transferred to a human operator. The AI will not respond until it is resumed. This can happen automatically (when the AI detects frustration or a complex query) or manually (when an operator clicks "Take Over").
Closed	Gray	The conversation is no longer active. No new messages are expected.

Real-Time Updates

The conversations page updates automatically in the background:

• The conversation list refreshes every 10 seconds to show new conversations and status changes.
• The selected conversation messages refresh every 3 seconds so you can see new messages as they arrive without needing to manually reload the page.

Info: You do not need to refresh the page to see new messages. The system automatically polls for updates every few seconds. If a customer sends a message or the AI responds, it will appear in the conversation thread shortly.

Role-Based Access

Not all team members have the same level of access to the Conversations section:

Role	Access Level
Owner	Full access -- can view conversations, send messages, take over, and resume AI
Admin	Full access -- same as Owner
Manager	Full access -- can view and manage conversations
Operator	Full access to conversations -- can view, send messages, and manage handoffs
Viewer	Read-only access -- can view conversations and messages but cannot send messages or change statuses
Accountant	No access to the Conversations section

Warning: Users with the Viewer role will see a "Read-only access" notice in the message input area and cannot send messages, take over conversations, or resume AI. They can only observe conversation threads.

Navigation

The Conversations section shares a navigation bar with the Chat Studio. You will see two tabs at the top:

• Conversations -- The conversation management page (described in this section)
• Chat Studio -- The AI chatbot configuration and testing environment (see Chat Studio & Knowledge Base)

Next Steps

• Learn how to manage conversations -- search, filter, and change conversation statuses.
• Understand how to send messages -- text messages, voice recordings, and file attachments.
• Explore the lead scoring system to prioritize high-value customer interactions.