System guide
Conversations
From the Conversations page, view and manage all customer conversations, read the message timeline of any session in real time, and close sessions when needed.
A conversation is the exchange between a customer and an agent — AI or human — from the moment the customer sends a message until the session is closed; every message in that window belongs to the same conversation. The Conversations page aggregates these interactions as a session list. You can filter by status, agent, queue, and other fields, then click any row to read the full message timeline.
The conversation list
Open Conversations from the left menu. The list shows every conversation in your organization, newest activity first, with one row per conversation:
| Column | What it shows |
|---|---|
| Customer | The customer's name and phone number. Shows Unknown when no name is available. |
| Agent | Who is handling the conversation — a human agent's name, or the AI with an [AI] tag, or a handoff trail (AI → agent name). |
| Queue | The queue the conversation was routed through. |
| Status | Pending, Active, or Closed (with the reason it closed). See the status reference below. |
| Last Activity | The time of the most recent message in the conversation. |
Conversation status
A conversation is either open (Pending or Active) or closed. When it is closed, the status also tells you why:
| Status | Meaning |
|---|---|
| Pending | Open and waiting for an agent to pick it up. |
| Active | Open and being handled by an agent. |
| Closed by agent | An agent ended the conversation. |
| Closed by admin | An administrator force-closed it from this page. |
| 24h expired | The 24-hour customer service window lapsed with no new customer message, so the session closed automatically. |
| AI auto-closed (inactivity) | The AI was holding the conversation and the customer stopped replying, so it closed automatically. |
| Waiting timeout | The conversation waited in a queue longer than the configured limit and was closed. |
| Discarded by routing | No routing rule matched, so the conversation could not be assigned to any queue. |
| Discarded (queue full) | The target queue was at capacity and could not take the conversation. |
| Closed | Closed without a recorded reason (older conversations). |
Reading a conversation
Click a row to open the conversation detail page. From there you can read the message history between the agent and the customer, as well as the AI debug log if an AI agent was involved.
Closing a conversation
Conversations do not normally need to be closed manually from here, but the Conversations page gives administrators the option to do so. A conversation you close is marked Closed by admin. You can close one at a time from its detail page, or several at once from the list.