Overview
Conversations are threads between customers and agents across channels; work them from the inbox or a direct link to a single conversation.
What a conversation is
A conversation groups messages for one customer thread on a channel (website chat, email, Messenger, etc.). It has status metadata, links to agent and channel, and may link to a contact.
Where to work
| Screen | Route | Purpose |
|---|---|---|
| Inbox & messages | /conversations | Pick a thread from the list and read or send messages in the main pane |
| Conversation detail | /conversations/{id} | Same thread with permalink, sidebar sections, and mobile-friendly list drawer |
The sidebar Conversations entry opens the inbox.
Messages
Messages include user and assistant (agent) turns, timestamps, and may carry rich payloads (cards, widgets) in the merchant view. Sending from the UI uses the same ChatBox component as the detail page when you have permission to reply.
Filters and lifecycle
From the inbox or the detail list column you can search, filter by date, archive state, and conversation status (where exposed). Archive, restore, and delete actions include confirmations.
Next
Last updated 2 days ago
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