The Conversation Queue
Views
Access different views to manage your workload:| View | What You See |
|---|---|
| All | Complete history of all conversations and support tickets |
| Inbox | Conversations and tickets assigned to you |
| Unassigned | Support cases waiting to be assigned to an agent |
Filters
Filter conversations by status:| Filter | What You See |
|---|---|
| All | All conversations and support tickets |
| Active | Currently active support tickets |
| Solved | Resolved/archived support tickets |
| Mine | Support cases assigned to you |
| Unassigned | Support cases not yet assigned |
Sorting
Sort conversations by:- Newest first: Most recent conversations at the top
- Oldest first: Oldest conversations at the top
- Unread first: Conversations with unread messages prioritized
Joining a Conversation
1
Select a Conversation
Click on a conversation in the queue on the left side. Unread conversations show a blue indicator with the unread count.
2
Review History
Read the conversation so far in the main chat area. See what the customer asked and how the bot responded.
3
Join the Conversation
When you start typing a message in the input box at the bottom, the conversation automatically switches to human interaction mode. The bot is paused and you can chat directly with the customer.
4
Respond
Type your message and press Enter or click Send. Your messages appear on the right side with your name, while customer messages appear on the left.
What the Customer Sees
When you join a conversation:- The typing indicator shows you’re responding
- Your messages appear like normal chat messages
- The conversation seamlessly transitions from bot to human agent
The Chat Interface
Message Area
- Customer messages: Left side, with timestamp
- Bot messages: Right side, labeled “AI”
- Your messages: Right side, labeled with your name
Input Area
- Text box: Type your message
- Send button: Or press Enter
- Attachment button: Send files or images (coming soon)
Customer Info Panel
The right sidebar shows customer insights and context. Click the info icon to view:
| Info | Source |
|---|---|
| Name | From conversation or form |
| If provided by customer | |
| Current page | What they’re viewing right now |
| Device | Mobile or desktop |
| Location | Country/region |
| Started | When conversation began |
| Previous conversations | History of past interactions |
| Integration data | Orders, tickets, appointments from connected platforms |
Integration Context
If you have integrations connected, see relevant customer data:Shopify Data
- Recent orders with status
- Order totals and items
- Customer lifetime value
- Previous support interactions
Calendly Data
- Upcoming appointments
- Past meetings
- Booking history
Zendesk Data
- Open tickets
- Previous tickets
- Support history
Managing Conversations
Hand Over to Bot
When the issue is resolved, you can hand the conversation back to the bot:1
Confirm Resolution
Make sure the customer’s issue is fully addressed
2
Hand Over to Bot
Click Hand Over to Bot to return the conversation to AI mode. The bot will handle future messages from this customer.
When you hand over to the bot, the conversation state changes from “human_interaction” back to “bot”. The customer can continue chatting with the AI.
Real-time Updates
The Live Support dashboard updates in real-time:- New messages: Appear instantly as customers send them
- Unread indicators: Blue badges show unread message counts
- Online status: Green dot indicates when a visitor is currently online
- Conversation list: Automatically refreshes when new conversations start
Best Practices
Greet personally
Greet personally
Start with a friendly greeting using their name if available.
Acknowledge the issue
Acknowledge the issue
Summarize their problem to show you understand before solving it.
Use customer context
Use customer context
Reference their order, page, or history to personalize the response.
Be concise
Be concise
Keep messages short and scannable. Break long responses into multiple messages.
Confirm resolution
Confirm resolution
Ask “Is there anything else I can help with?” before closing.
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
Enter | Send message |
Shift + Enter | New line |
Ctrl/Cmd + K | Quick search |
Esc | Close current chat |
Troubleshooting
Messages not sending
Messages not sending
- Check your internet connection
- Refresh the page
- Verify you’ve claimed the conversation
Can't see customer info
Can't see customer info
- Customer info appears after they provide it
- Integration data requires connected accounts
Conversation disappeared
Conversation disappeared
- Check the Resolved tab
- Another agent may have claimed it
- Use the All view to find it