Conversations is your inbox for every customer conversation on every channel: web chat, SMS, email, WhatsApp, Instagram, Facebook Messenger, voice and more.

Click Conversations in the sidebar.

The Conversations page

Find a conversation

• Select a Channel to choose which channel to look at.
• Search by name or message.
• Currently being handled by: show All conversations, only those a Human is handling, or only those with Agents.
• Sort by Latest Activity or start date, and use Filter to narrow down further.

In a conversation

Click a conversation to read it. Hover the icons on an agent’s message to see which Scenario and Knowledge it used. You can reply yourself from the message box at the bottom.