Managing Conversations

Efficient conversation management keeps your team productive and your customers happy. Here is how to use the key conversation management features.

Assigning conversations

Click the assignee field in any conversation to assign it to an agent or team. You can also use workflows to automate assignment based on channel, customer attributes, or conversation content.

Tags and priority

Add tags to conversations to categorize them (e.g., "billing", "bug report", "feature request"). Set priority levels (low, medium, high, urgent) to help your team focus on what matters most.

Internal notes

Use internal notes to communicate with your team about a conversation without the customer seeing. Notes are visible to all agents who have access to the conversation.

Resolving conversations

When a conversation is complete, mark it as resolved. Resolved conversations move out of the active inbox but remain accessible in the conversation history. If the customer sends a new message, the conversation reopens automatically.