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Conversation View

The Conversation View is the operator’s workspace for a single conversation. Read the full history, check who the contact is, and reply — without losing the context around the chat.

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Message timeline

The center of the screen shows the complete history for this contact and conversation. Use it to:
  • Read prior messages before replying
  • See how the customer phrased their request
  • Distinguish manual replies from automated ones
  • Check timestamps and delivery status
  • Spot internal Notes and system Event Studio inline with messages
The timeline is the source of truth. A quick scan of the last 3–4 entries plus the most recent Note prevents duplicate or out-of-context replies.
Reviewing the timeline prevents:
  • Duplicate replies when another teammate already answered
  • Out-of-context responses that miss the customer’s intent
  • Missed details that were already collected via custom fields or Flows

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Conversation header

The top bar shows identity and controls for the active conversation.
What you see:
  • Contact name and phone number
  • Channel (e.g., WhatsApp)
  • Labels and status (e.g., Active, Unsubscribed)
  • Current Pipeline stage, where linked
What you can do:
  • Reassign the conversation to another teammate
  • Pause or resume automation for this conversation
  • Open contact details for Custom Fields and labels
  • Start quick actions such as call or menu options, where available

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Timeline actions

Actions are available directly on messages without leaving the view.
  • Translate a customer message
  • React to a message
  • Open quick actions and reply tools depending on channel
These keep common tasks one click away so operators stay in the flow.

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Reply composer

The input area at the bottom is where you send replies.
You can:
  • Type and send text replies
  • Attach files or media (images, video, documents, voice)
  • Share location
  • Insert approved templates
  • Trigger follow-up logic (where automation and template actions are exposed)
1

Review recent context

Read the last messages, the most recent Notes, and the current Pipeline stage before you type.
2

Confirm ownership

Check that the conversation is assigned to you — or assign it now — so ownership stays clear.
3

Compose and send

Write a concise, accurate reply. Attach media or insert a template only when it matches the customer’s intent.

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Notes and Events in the timeline

  • Notes appear inline as internal entries — e.g., “Customer requested callback after 5 PM” — visible only to your team, never to the customer.
  • Event Studio (such as automation runs or field updates) may surface as system entries with timestamps and source, giving you the trace of what triggered the current state.
Both are invaluable during handoffs and later Review.

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System messages

Some entries are generated automatically:
  • Automation replies and welcome messages
  • System notifications (e.g., “Sent by automation” or status changes)
They are visually distinct from human replies so operators can quickly distinguish automated from manual behavior.

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Load more history

For long-running threads, use Load more messages to fetch older history. Useful when a returning contact references a past issue.
Last modified on August 28, 2026