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 support @mentions so you can tag specific team members for input. Notes are visible to all agents who have access to the conversation.

Conversation followers

Follow a conversation to receive notifications about new messages and updates even if you are not the assigned agent. This is useful when you want to stay informed about a conversation without taking ownership.

Snoozing conversations

Snooze a conversation to temporarily remove it from your active inbox. Choose when the conversation should reappear — for example, in 1 hour, tomorrow morning, or at a custom date and time. The conversation automatically returns to your inbox when the snooze expires.

Marking as spam

Mark unwanted conversations as spam to move them to the Spam view and keep your inbox clean. You can review and restore conversations from the Spam view if needed.

Linking to tickets

Create a ticket directly from a conversation to track complex issues that need more than a quick reply. Conversations can also be linked to existing tickets and to other conversations for reference.

Closing conversations

When a conversation is complete, mark it as closed. Closed 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.