Conversations Panel

Manage live chat conversations, take control from the AI agent, assign conversations to team members, and resolve or close interactions in real time.

The Conversations Panel is the central hub for managing live conversations between your AI agent and end users. From here, your team can monitor ongoing chats, step in when needed, assign conversations to specific members, and control the conversation lifecycle.

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Conversation States

Every conversation has a status and a handler:

Property	Values	Description
Status	active, resolved, closed	The current lifecycle stage of the conversation
Handler	agent, human	Whether the AI agent or a human team member is currently responding

Pre-assigned conversations

A conversation can be pre-assigned to a specific team member even while the AI agent is still handling it. This is shown with an amber badge in the conversation header that reads “Assigned · agent responding” followed by the assignee’s name (when available). This badge is truncated on smaller screens and displays the full text on hover.

Pre-assignment is useful when a conversation is expected to need human attention soon—for example, after a scheduled escalation or a VIP contact.

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Taking a Conversation

When a conversation is handled by the AI agent and requires human intervention, a team member can take the conversation to gain control.

• Click the Take button to assume control of the conversation.
• Once taken, the handler switches from agent to human, and the team member can type and send replies directly.

Who can take a conversation

Role	Can take	Details
Owner / Admin	✅ Any conversation	Owners and admins can take any active conversation, regardless of assignment.
Member	✅ Unassigned or own	Members can take conversations that are unassigned or assigned to them. They cannot take conversations assigned to another member.

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Assigning & Passing Conversations

You can assign (or reassign) a conversation to a specific team member using the assign dropdown in the conversation header.

• Click the assign button (person icon) to open the list of available team members.
• Select a member to assign the conversation to them.

Who can assign or pass conversations

The assign/pass dropdown is only visible to team members who are allowed to take the conversation. If you are a member-role user and the conversation is assigned to someone else, you will not see the assign button.

Role	Can assign/pass	Details
Owner / Admin	✅ Always	Can assign or reassign any conversation to any available member.
Member	✅ Unassigned or own	Can assign or pass conversations that are unassigned or currently assigned to them. Cannot reassign conversations assigned to other members.

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Changing Conversation Status

Active conversations can be marked as resolved or closed using the status dropdown in the conversation header.

Who can change status

The status dropdown is only visible when the conversation is active and you have permission to take it. Members who cannot take a conversation (because it is assigned to someone else) will not see the status controls.

Role	Can change status	Details
Owner / Admin	✅ Always	Can resolve or close any active conversation.
Member	✅ Unassigned or own	Can resolve or close conversations that are unassigned or assigned to them.

For resolved or closed conversations, a Reopen button is shown instead, allowing the conversation to be set back to active.

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Replying to Conversations

Only team members who have taken the conversation (switching it to human control) can type replies. The reply input is available when:

• The conversation is in human control, and
• You are the assigned member, or you have an owner/admin role.

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Starting a New Conversation

The Start new (re-engage) action lets you send a proactive message to a contact. This is limited to:

• The assigned member, or
• Owner / Admin roles

It is not available on unassigned (loose) conversations.

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Permission Summary

The table below summarizes what each role can do depending on the conversation’s assignment:

Action	Owner / Admin	Member (unassigned conv.)	Member (assigned to them)	Member (assigned to someone else)
Take	✅	✅	✅	❌
Assign / Pass	✅	✅	✅	❌
Change status	✅	✅	✅	❌
Reply	✅	✅ (after taking)	✅ (after taking)	❌
Start new	✅	❌	✅	❌

Members cannot interact with conversations assigned to other members. If you need to reassign a conversation that belongs to someone else, ask an owner or admin to do it.