Conversations
The conversations view is the central hub for your support team. It shows all active, pending, and resolved conversations in a unified inbox.
The conversations view is the central hub for your support team. It shows all active, pending, and resolved conversations in a unified inbox.
Conversation List
Conversations are displayed in a split-panel layout: the list on the left, the message thread on the right. Each conversation shows the visitor's name, last message preview, unread count, and status badge.
- Open: Waiting for a response
- Active: Currently being handled by an operator
- Pending: Waiting for visitor or internal follow-up
- Resolved: Completed and archived
Internal Notes
Add internal notes that are visible to operators but not to visitors. Use them for handoff notes, context, or internal discussions:
{
"type": "note",
"content": "Customer has an active Pro plan. Check billing before resolving."
}Keyboard Shortcuts
Press ? anywhere in the conversations view to see all available shortcuts.
| Shortcut | Action |
|---|---|
J | Next conversation |
K | Previous conversation |
R | Reply to current conversation |
Shift + R | Resolve current conversation |
E | Export conversation |
T | Transfer conversation |
A | Assign conversation |
? | Show keyboard shortcut overlay |
Tip
Shortcuts work when the conversation list or detail panel has focus. Press Esc to dismiss the shortcut overlay.
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