Manage conversations
Last updated: September 9, 2026
A conversation is a chat history between a visitor and your team (or the AI bot). The inbox is your central hub.
Status
Each conversation has a status:
| Status | Meaning |
|---|---|
| Open | New conversation, not yet assigned to an agent |
| Assigned | Assigned to an agent, in progress |
| Closed | Completed |
Priorities
Conversations can be prioritized:
| Priority | Usage |
|---|---|
| Low | General inquiries, no time pressure |
| Normal | Standard (Default) |
| High | Important inquiries, quick processing required |
| Urgent | Critical issues, immediate attention |
Change priority: Open conversation → Priority dropdown in the top right.
Priorities can also be changed automatically via Workflows and SLA Escalation Rules.
Tags
Use tags to categorize conversations:
- Add a tag: Open conversation → Tags section → Select tag or create new
- Manage tags: Settings → Tags
- Filter by tag: Use the tag filter in the inbox
Examples: bug, feature-request, vip, billing
Search & Filter
The inbox offers extensive filters:
- Status: Open, Assigned, Closed
- Assigned to: Specific agent or "Unassigned"
- Priority: Low, Normal, High, Urgent
- Widget: Conversations from a specific widget
- Search: Free text search in messages and visitor data
Conversation Details
When opening a conversation, you see:
- Chat History: All messages in chronological order
- Visitor Info: Name, Email, Device, Browser, Country
- Metadata: Custom Fields, Session Data
- Internal Notes: Visible only to the team
- Activity Log: Assignments, status changes