Conversations
Work your AI conversations in the inbox — triage, takeover, notes, and assignments.
The inbox is where conversations with visitors land, whether the AI handled them or a human needs to step in.
The conversation list
Each row is one conversation, filterable by support status:
| Status | Meaning |
|---|---|
NEW | Just arrived, nobody has looked at it |
OPEN | Being worked on |
PENDING | Waiting on the visitor |
ON_HOLD | Paused deliberately |
RESOLVED | Answered — no further action expected |
CLOSED | Done and closed |
A quick filter for assigned to me keeps the list to your own work.
The conversation timeline
Everything that happened in a conversation is one timeline: visitor messages, AI answers, replies from your team, internal notes, status changes and handoffs — each attributed to who did it (visitor, AI, agent, or system).
The sidebars give context without leaving the conversation:
- Visitor context — who you are talking to and their earlier conversations
- Notes — internal notes the visitor never sees
- Triage — categorise and route the conversation
- Assign — hand the conversation to a teammate
- Media — attachments exchanged in the conversation
When a human should take over
The AI answers from your knowledge base. Hand over to a person when:
- the visitor asks for a human,
- the question needs an account-specific decision the AI cannot make, or
- the AI's answer would be a guess — the knowledge base has no match.
Your First Conversation describes how to close those gaps by improving the source content.
From conversation to content fix
- Filter for conversations the AI could not resolve.
- Read what the visitor actually asked — the wording, not the topic.
- Add or sharpen the knowledge base item that should have answered it.
- Confirm the next conversation on that topic resolves without a human.