> ## Documentation Index
> Fetch the complete documentation index at: https://semantiks.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# 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.
***
## 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.
***
## 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. |
***
## 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. |
***
## 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.
***
## 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.
***
## 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.
***
## 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.