Select a Conversation from the Conversations list to open the complete thread. The thread is the primary workspace for understanding a visitor session and, when permitted, handling a live human Conversation.
The deployed Conversation thread supports message roles representing:
Internal notes are operator-only content and are not intended to be shown to the visitor.
The thread header identifies the Agent and provides current live-status information. Depending on the Conversation state and the user's permissions, the header can display:
The Conversation thread automatically reloads current Conversation information and messages while Live mode is enabled and the browser tab is visible.
Live takeover sessions refresh more frequently than ordinary historical Conversation viewing.
When the current user owns the human Conversation, the thread can display Visitor is typing… when visitor typing activity is detected.
This helps the operator avoid sending unnecessary overlapping messages while the visitor is actively composing a response.
The Conversation details/context panel can provide visitor and session information including:
When human help was requested, the context can show how long the visitor has been waiting. When an operator has claimed the Conversation, it can show how long the human chat has been active. Otherwise, it can display when the Conversation started.
Before claiming or replying to a Conversation, read enough of the thread to understand the visitor's request, what the AI already answered, whether a Lead has been captured, and whether another operator has already become involved.
Not every Conversation requires action. Conversations can also be opened simply to review customer questions, Agent performance, website context, source quality, satisfaction, or other historical interaction details.