Managing Conversations
Conversation Assignment
Assigning Conversations
In the top right corner of any conversation, you'll find two dropdown menus that allow you to:
- Assign to Team Member: Direct the conversation to a specific person
- Assign to Team: Route the conversation to a department or team
AI Control
Enabling/Disabling AI
At the bottom of each conversation, you'll find an AI toggle switch that allows you to:
- Enable AI responses for automated customer support
- Disable AI when you want to handle the conversation manually
Automatic AI Disable
Important: The AI will automatically be disabled when:
- You manually reply to a conversation
- You take over a conversation by sending a message
Note: This ensures clear communication by preventing AI responses once human support is engaged
Conversation Information
Each conversation displays important information:
- Client Details: Name, email, and contact information
- Status: Current state of the conversation (open/closed)
- Created: When the conversation started
- Browser & Platform: Technical details about the user
- Location & Language: Geographic and language preferences
Best Practices
When to Take Manual Control
- Complex customer issues
- Sensitive situations requiring human empathy
- Technical problems requiring investigation
- VIP customer interactions
Need more help managing conversations? Check out our video tutorials or contact our support team.