Conversation Window
What it is
The conversation window is the main chat: message history, composer, and actions for the selected dialog. Everything the customer, bot, and managers wrote appears here in order.
Messages
Messages are tagged by who sent them:
| Sender | Meaning |
|---|---|
| Customer | Incoming from the channel |
| Bot | Automatic constructor / scenario |
| Manager | Human reply from Chats |
| System | Service events (assignment, status…) |
Attachments (images, files) appear when the channel supports them. Widget chats may also show page context (URL the visitor was on).
Composer
With write access you can:
- Type a text reply
- Attach files when the channel allows it
- Send the message to the same platform the customer used
Respect channel rules: keep SMS short; avoid free-form WhatsApp messages outside the customer care window. See Channels.
Delivery status
Outgoing messages can show a small status indicator:
| Status | Meaning |
|---|---|
| Delivered | Accepted / delivered by the channel (check mark) |
| Seen / read | Customer opened the message when the channel reports it (eye icon) |
| Failed | Delivery error — check token, number, or provider (warning icon) |
Not every channel reports all states. For example:
- Messengers often support delivered / read better than email or SMS.
- Failed is important on any channel — the customer may not have received your reply.
Actions with the dialog
From the header or menus you can typically:
| Action | Purpose |
|---|---|
| Assign manager | Give the dialog to yourself or a teammate |
| Change status | Open, pending, closed, spam |
| Bookmark | Star for later |
| Folders | Attach / detach custom folders |
| Ban user | Block the contact (if permitted) |
| Tags / notes | Context for the team (notes are internal) |
Assigning a manager
Assignment makes ownership clear:
- Open the assignee menu.
- Pick a manager (workload may be shown).
- The dialog appears in their My queue.
Unassigned chats stay in the common pool for triage.
Disable constructor (handover)
Disable constructor stops automatic scenario handling for this dialog so the bot does not interrupt the human conversation.
| State | Behavior |
|---|---|
| Constructor on | Bot continues to process messages by the scenario |
| Constructor off | Human-only replies until you turn it back on |
Turn constructor off when you take over; turn it back on when the case is done if the bot should resume.
Real-time updates
While the dialog is open, new customer messages and teammate replies can appear without reloading the page. Still refresh if something looks stale.
Tips
Always assign yourself before a long reply so colleagues know the chat is taken.
Watch for Failed delivery — fix the channel before writing long answers.
After closing, leave a short note if the next agent needs context.