Conversations for support teams

A guide for customer support teams: how to use the conversation inbox to assign, reply, and resolve chats.

Who can use the inbox

Anyone with Chat edit or Chat admin access can open Conversations, assign conversations, reply to visitors, and mark conversations resolved. If you don’t see the Assign button or reply box, your workspace admin may need to give you chat access under Account → Team management.

Filter conversations

Use the filter bar to focus on the right conversations:

• All — Every conversation for this agent.
• Your inbox — Conversations assigned to you that are still open (unresolved). Use this to see only your queue.
• Unresolved — Open conversations (any assignee).
• Resolved — Conversations already marked as resolved.
• Pending human reply — Chats where the visitor is waiting for a human (e.g. handoff requested).
• Has lead — Conversations where lead info (e.g. email or name) was captured.

Assign conversations

Assigning keeps ownership clear and helps your team avoid duplicate replies.

1. Open a conversation

   Click a conversation in the list to open it in the detail pane.

2. Open the Assign dropdown

   Click the Assign button (or the current assignee’s name) at the top of the conversation.

3. Pick an assignee

   Choose Unassigned to leave it unassigned, or select a team member. Only members with chat edit or admin access appear in the list.

The Assign button shows the assigned person’s avatar and name when closed. Unassigned conversations show “Assign” with a plus icon.

Reply to visitors

Reply in the thread at the bottom of the conversation pane.

1. Type your message

   Use the reply box at the bottom. You can write multiple lines.

2. Send

   Press Enter to send, or click Send reply. Use Shift+Enter to add a new line without sending.

Your reply appears in the thread with your profile name and avatar (set in Settings). Make sure you have a display name and profile photo in Settings before replying; otherwise you’ll be prompted to add them.

Mark resolved

When the issue is handled, mark the conversation resolved so it moves out of open queues.

1. Open the conversation

   Select it from the list.

2. Click Mark resolved

   Use the Mark resolved button next to the Assign dropdown. The button toggles: click again to reopen if needed.

Resolved conversations stay in the list but can be hidden with the Resolved filter or excluded with Unresolved or Your inbox.

Export conversations

To work with data in a spreadsheet, use the download icon above the conversation list to Export as CSV. Exported rows include conversation and lead details; the list respects the current filter (e.g. only unresolved or only your inbox).