How to use and assign conversations

You track interactions coming from AI agents, campaigns and inbound alike, with full visibility into who is replying, which stage the conversation has reached and what priority it has.

Available on: all plans.

Who can do it: any user with access to the Conversations module.

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What you need before you start

• At least one connected channel (WhatsApp, LinkedIn, etc.)

• Active conversations on the platform (they can come from campaigns, inbound or AI agents)

• Access to the Conversations module according to your role permission (agent, manager or admin)

Key concepts

Navigate Conversations

1. In the sidebar, click Conversations

2. The main panel shows the list of conversations with:

   • Contact name at the top

   • Last message (excerpt of up to 2 lines)

   • Stage (e.g. “Qualification”)

   • Who replies (AI, Human or Unassigned)

   • Time since the last interaction

   • Status indicator (Needs attention, In service)

   • Priority indicator (when set)

3. Click to open the full conversation in the right side panel

4. The side panel shows:

   • Actions menu (mark conversation as resolved, assign agent, team, funnel stage and set priority)

   • Contact data (name, phone, email, custom fields)

   • Conversation files (images, videos and documents exchanged, grouped by type)

   • Full history of the conversation (all messages, in chronological order)

Filter conversations

The Conversations module offers three filter levels to help you find conversations quickly: main filters at the top, who-is-replying tabs and the advanced filters panel.

Main filters

The top bar holds the filters that define the set of conversations you're viewing.

1. Conversation status – filter by state:

   • All conversations – shows conversations of every status (open and resolved) with no state filter pre-applied. Useful for a complete overview

   • In service – conversations where a human or the AI has taken control

   • In follow-up – conversations waiting for the contact to reply

   • In campaign – conversations that are part of an active campaign

2. All teams – filter conversations from just your team or from everyone

3. All funnels – filter by a specific Smart Funnel (or all)

4. All senders – filter by the sender's channel

Who-is-replying tabs

Within the list, three tabs switch the focus:

• All – all conversations within the applied filters

• Mine – your conversations. It includes conversations where you're the agent and, for users whose permission is limited to their own conversations, also those where you're the Owner (before, this filter only showed conversations where you were the agent)

• AI – only conversations where the AI is replying

Advanced filters panel

Click the filter button to open the panel with additional filters:

• Funnel stage – filters by one or more Smart Funnel stages

• Agent – filters by assigned agent

• Creation date – filters by date range

• Conversation state – three options:

  • Open – active conversations (default)

  • Resolved – conversations marked as completed

  • All statuses – shows open and resolved together

How to apply and clear filters

1. Select the filters you want in the panel to update the list

2. Applied filters show up as pills (clickable indicators) above the conversation list

3. Click a pill to reopen the advanced filters panel and edit that filter

4. Click the X on a pill to remove just that filter

5. Click Clear all to reset all filters

Assign a conversation to an agent

Assigning a conversation to a specific agent transfers the responsibility for replying to that person. This is useful when you want a specialist to take over the conversation or when you're routing manually.

Step by step

1. Open the conversation by clicking its card in the list

2. In the side panel, click the three dots (⁞) button at the top right of the conversation

3. Click Assign agent

4. A window opens showing the team's agents, with a presence indicator (online/away/offline)

5. Use the Search user… field at the top to filter by name (the search ignores case and accents)

6. Click the agent you want

7. The assignment is made

What happens after assignment

• The conversation's “Who replies” field is updated to show the agent's name

• If an AI agent was replying, the system pauses the AI

• The selected agent receives the conversation and can start replying immediately

• All following messages are answered by the agent (not by the AI)

Assign a conversation to a team

Assigning a conversation to a team (instead of a specific agent) gives it to any available team member. This is useful for automatically spreading the workload across multiple operators.

Step by step

1. Open the conversation by clicking its card

2. In the side panel, click the three dots (⁞) button

3. Click Assign team

4. A menu opens with the account's list of teams (each item shows the team name and the number of online/offline agents)

5. Select the team you want

6. The assignment is made

What happens after assignment

• The “Who replies” field is updated with the team's name

• The conversation becomes visible to all agents on the team

• The first team agent to reply becomes responsible for the conversation

Set a conversation's owner

The Owner is a follow-up link to the conversation, separate from the agent. Use it when a salesperson needs to follow a lead without entering the service queue: setting the owner does not change who is replying (Who replies), does not reassign the agent and does not send a message in the conversation.

Owner vs. Agent

• Agent — who is in the queue and replies to the conversation day to day

• Owner — who follows the lead or opportunity (usually a salesperson), even offline, without taking over the service

In the conversation header, the Owner block appears whenever an owner is set, next to Handled by (which reflects who is replying).

How the owner is assigned

• Manually, with the Set owner action in the conversation, choosing a user from your account

• Automatically, by a Smart Funnel (AI agent) during the conversation, when the flow records who is responsible for follow-up

• When you start a conversation manually: when you use Start new conversation in the Inbox, you're set as its owner right away. This makes sure the conversation shows up for you even when your access is limited to your own conversations (“Own” or “Own + AI”). Conversations that come from the lead (inbound) or from a campaign still start without an owner, as before.

The owner must be a user from the same company. Older conversations start without an owner — the platform doesn't assign owners retroactively.

Assign a funnel or stage

Besides people and teams, you can change the smart funnel running the conversation or jump to a specific stage within the current funnel.

Assign a different funnel

1. Open the conversation

2. Click the three dots (⁞) button

3. Click Assign funnel

4. Select the funnel you want from the list

5. A confirmation window opens

6. Click Confirm

7. The conversation's active funnel changes and the AI starts running the new flow

Assign a stage

1. In the same menu, click Assign stage

2. A side menu opens with the stages grouped by type (Main, Success, Discard)

3. Click the stage you want; the conversation moves to that stage instantly

Resume AI in a human conversation

When a human agent takes over a conversation (Who replies = Human), the AI is paused. You can hand control back to the AI at any time.

Step by step

1. Open the conversation being answered by a human

2. In the three dots button, choose:

   • Resume AI – the AI starts replying again immediately, without sending a message

   • Resume AI and send message – opens a window where you can add extra context before the AI continues

3. Confirm in the window that opens

What happens

• The “Who replies” indicator goes back to “AI”

• The AI resumes the flow based on the conversation's context

• If there's a conflict error or the service is unavailable, a warning is shown

Set a conversation's priority

High-priority conversations stay at the top of the list and need faster attention. You can adjust the priority manually based on how important the contact or opportunity is.

Step by step

1. Open the conversation

2. In the side panel, click the three dots (⁞)

3. Click Set priority

4. Click the priority you want from the options:

   1. No priority (default, removes any priority set)

   2. Low

   3. Normal

   4. High

   5. Urgent

Impact of priority

• Conversations with Urgent priority always show at the top of the list

• Conversations with High priority show after Urgent ones

• The priority is visible as a small flag on the conversation

Mark as resolved

Resolved conversations are marked as completed and leave the Conversations module's default view. The history and data are kept.

Step by step

1. Open the conversation

2. In the side panel, click the three dots (⁞)

3. Click Mark as resolved

4. A window appears: “Are you sure you want to mark this conversation as resolved?”

5. Click Confirm

What happens

• The conversation's state changes to Resolved

• The conversation disappears from the module's default view (“Open” filter)

• The history and data are kept for future reference

• Use the Conversation state > Resolved filter (in the advanced filters panel) to view resolved conversations

Automatic resolution for inactivity

Open conversations with no activity for 30 days are automatically marked as resolved by an internal routine. This period can't be configured.

What happens if the customer replies after resolution

If the customer sends a new message in an inbox where their previous conversation is already Resolved, the platform creates a new conversation; the old conversation isn't reopened. The previous history is kept and accessible from the contact's profile.

Limits and rules

Common errors and solutions

Frequently asked questions