Conversations

The Conversations (Chats) page is the main workspace for sending and receiving messages across all supported channels — WhatsApp, SMS, Viber, Email, Line, Webchat, Facebook Messenger, and Instagram Messaging. It is the default landing page for all user roles.

Conversation Folders & Interface

Folder	Description
Unassigned	New conversations not yet assigned to any agent. Behavior depends on routing mode — see below.
Assigned	All conversations assigned to any agent.
Assigned to Me	Conversations assigned to the current agent.
Sub-Tabs (Queue)	Selecting a queue sub-tab filters to conversations in that queue.
Closed	Completed conversations.
Spam	Conversations marked as spam. To remove, open the conversation and click the unspam option.
My Reminders	Upcoming reminders you have set on conversations.

Routing Modes

• Pick-Me: New conversations land in the Unassigned folder. Agents preview and manually claim a conversation to assign it to themselves.
• Round-Robin: New conversations are automatically assigned to the next available agent. The Unassigned folder is view-only in this mode.

Each open conversation provides:

• Conversation ID — A unique ID (e.g. #123) shown at the top of the chat
• Channel indicator — Icon showing which channel (WhatsApp, Email, Facebook, etc.) is in use
• Agent name — Name of the agent currently handling the conversation
• SLA timer — Color-coded timer for each stage and overall SLA (🟢 within SLA, 🟡 approaching SLA limit, 🔴 SLA exceeded)
• Conversation label — Click "No Label" to assign a label from the list
• Concurrent conversation counter — Shows current active count and maximum (e.g. 2/5)

Starting a Conversation

1. Click the New Conversation icon in the conversation list column.
2. Select the channel account to send from.
3. Enter the recipient's number.
4. Type your message or retrieve a canned message by typing # followed by a keyword.

Replying to Conversations

• Type in the response box and click Send or press Enter.
• Retrieve canned messages by typing # followed by the associated keyword.
• For the Email channel, a Signature selector appears at the bottom of the message field.
• Messages are auto-saved as drafts locally in your browser until sent.

WhatsApp Delivery Status

Indicator	Meaning
Single grey tick	Sent from Converse but not yet delivered to recipient
Double grey tick	Delivered to recipient's device (not yet read, or read receipts off)
Double blue tick	Read by recipient (only if read receipts are on)
Exclamation mark	Delivery failed — click for failure reason

Actions (Three-Dots Menu)

Create a Note

Add an internal comment visible only to agents — never sent to the customer. Notes can include images, videos, audio, or documents, and appear alongside the conversation thread.

Add Conversation Tags

Search and select existing tags, or type a new tag name and press Enter to create it. Multiple tags can be added per conversation. Click the blue arrow to save or X to cancel.

Set a Reminder

Set a reminder to follow up on a conversation at a later time. Once set, the reminder appears in the My Reminders folder, and an email will be sent to the agent at the scheduled time.

Assign to Agent

1. Click Assign Agent.
2. Select the destination agent and click Next.
3. Select the queue to group the conversation under and confirm.

Assign to Queue

1. Click Assign Queue.
2. Select the destination queue and click Next.
3. Add a note and click Assign.

Close Conversation

1. Click Close Conversation.
2. Select a Disposition category.
3. Optionally enter a note.
4. Click Close.

Message-Level Actions

Click the three-dots icon next to any individual message to:

• Reply — Reply directly to that message.
• Delete — Remove the message from the Converse interface only. The message remains visible to the customer.

Icon Reference

Icon	Action
Search (conversation list)	Search by phone number, name, or other info
Search (in-conversation)	Search message history by keyword within the current conversation
Spam	Mark conversation as spam
Edit (pencil)	Edit contact information or add tags/notes to the contact
Release	Release conversation back to the queue
Information	Show/hide the contact information and audit trail panel

Bulk Actions

Bulk Assign / Release

1. Go to the Assigned folder.
2. Select all conversations (checkbox at top) or individual conversations.
3. Click the three-dots icon and choose: Assign to Queue, Assign to Agent, or Release to Queue.

Bulk Close

1. Go to a queue under Assigned to Me.
2. Select conversations using their checkboxes.
3. Click the three-dots icon and choose Close Conversation.
4. Select a Disposition, optionally add a note, and click Close.