Managing Conversations

Learn how to assign, prioritize, and organize conversations.

Assigning Conversations

Assign a conversation to a team member:

• Open the conversation
• Click the Assign button in the toolbar (or the unassigned indicator)
• Use the search bar to find a team member by name or email
• Select a team member from the list
• The assignee receives a push notification and email with a link to the conversation (based on their notification preferences)

To reassign, click the current assignee and select a different team member.

Tip: You can also use the /assign slash command in the composer or press a as a keyboard shortcut.

Setting Priority

Mark important conversations as high priority:

• Open the conversation
• Click the priority stars or the Priority dropdown
• Select the priority level

Priority levels help your team focus on urgent issues first.

Adding Tags

Tags help categorize and filter conversations:

• Open the conversation
• Click Tags in the toolbar
• Select existing tags or create new ones

You can filter the inbox by tags to see related conversations.

Setting Categories

Assign a ticket category to organize by topic:

• Open the conversation
• Click No category (or the current category)
• Select a category

Categories are configured in Settings > Support > Ticket Categories.

Closing Conversations

When an issue is resolved:

• Click the Close button in the toolbar
• The conversation moves to the Closed filter

Closed conversations reopen automatically if the customer sends a new message.

Merging Conversations

When the same contact has multiple open conversations about related issues, you can merge them into one:

• Open the conversation you want to merge (the source)
• Click the Merge button in the toolbar (only visible for open conversations with a linked contact)
• Select the target conversation from the list of other open conversations for the same contact
• Confirm the merge

What happens when you merge:

• All messages, internal notes, and attachments from the source conversation are moved to the target
• The source conversation is deleted
• The target conversation keeps its tags, priority, category, and assignment
• You're automatically navigated to the target conversation

Managing the Contact

You can update or change the contact linked to a conversation directly from the inbox:

Update Contact Details

• Click the edit icon (pencil) next to the contact name in the right sidebar
• Update the contact's name, email, phone, or tier
• Click Save

Alternatively, use the /contact slash command in the composer.

Change Contact

To link a different contact to the conversation:

• Open the contact management modal (edit icon or /contact command)
• Click the Change Contact tab
• Search for the contact by name or email
• Select the new contact and click Change Contact

This is useful when a conversation was started by someone on behalf of another person, or when contacts need to be consolidated.

Conversation Timeline

The right panel shows the conversation history including:

• Status changes (opened, closed, reopened)
• Assignment changes
• Priority changes
• Category changes
• Channel information

This helps you understand the full context of a conversation.