Chat Conversations

The full chat inbox for one agent. Browse every text conversation across web, WhatsApp, Messenger, Instagram, and X. Search, filter, sort, take over conversations, assign to teammates, archive, or delete.

Chat Conversations lives at /agents/{agentId}/chat-conversations. The sidebar shows three sub-tabs (collapsed by default behind a chevron toggle on the parent row): Inbox / Archived / Deleted. Hidden entirely for voice-only agents.

Layout

Two-pane on desktop, single-pane on mobile.

Desktop

The list pane is on the start edge (340px wide), the detail pane is on the other side (flex). The right panel slides in alongside the detail pane on demand and shows three tabs (Details / Assign / Routing).

Mobile

Below the desktop breakpoint, only one pane renders at a time. Selecting a conversation slides the detail in full-width. The detail header gets a back arrow on the start edge that returns to the list. The metrics strip at the top of the detail is hidden on mobile.

Channel tabs

A row of 5 tabs at the top of the list pane:

Tab	Brand color (active)
Web	Indigo
WhatsApp	Green
Messenger	Blue
Instagram	Pink gradient
X	Black / white

The active tab is filled with that channel’s brand color. Each tab carries a count chip showing how many conversations match that channel within the current filter window.

Toolbar

Above the conversation list:

• Search box, placeholder Search conversations…. Matches name, message preview, conversation ID, phone number, and detected intent.
• Sort dropdown, four options: Newest (default), Oldest, Unread first, Longest first.
• Filter button, opens a popover with multi-select chips for Status (Open, Resolved, Handoff), Sentiment (Positive, Neutral, Negative), Read (Read, Unread), Rating (1 to 5 stars), Tags, Assignee.
• An Active filters chip on the end of the toolbar shows how many filters are on, with a small Clear button to reset them all in one click.

Bulk actions

Tick any conversation’s checkbox in the list to enter selection mode. The toolbar replaces with a select-all bar showing icon buttons (each with a tooltip):

Icon	Tooltip	What it does
double check	Mark read	Marks every selected as read
open envelope	Mark unread	Marks every selected as unread
user-plus	Assign	Opens Bulk Assign dialog
archive box	Archive	Opens an Are you sure? confirmation, moves rows to Archived
trash	Delete	Same shape, but the confirm button is red and rows move to Deleted

A select-all checkbox on the start of the bar selects every conversation on the current page.

Bulk Assign dialog

Title: Assign conversations. The body has an Agent combobox (search by name) and an optional Note textarea. Click Assign to apply, Cancel to back out.

Conversation row

Each row in the list shows:

• A small checkbox on the start (visible on hover or when selection mode is on)
• #number (conversation id, monospaced)
• Customer name (or Unknown if not captured)
• Phone number
• A channel brand-color dot
• Message preview (one line, truncated)
• Pill chips on the end: sentiment / status / rating / ticket / lead, plus an assignee chip if assigned

Unread rows have a small dot indicator and bolder text. Hovering shows a faint background.

Detail pane

When you select a conversation, the detail pane fills with:

Detail header

• #number
• The channel’s brand icon
• Phone number
• Status pill
• Assigned: {teammate name} (or Unassigned)
• AI status tag (see below)

On mobile, a back arrow on the start edge returns to the list.

Metrics strip (desktop only)

A row above the conversation: Duration, AI Responses, Messages, Avg Latency, Rating, Channel, Status. Each is a tiny KPI card. Hidden on mobile.

Linked records bar

Above the message stream, if the conversation has a captured ticket or lead, a thin bar shows Linked record: TICKET-XXXX or Linked record: LEAD-XXXX. Click to deep-link into the Leads & Tickets inbox with the matching record pre-selected.

Message stream

Speech-bubble style. Customer messages on the start edge with the channel avatar, agent / human messages on the end edge with the agent avatar. Each message has a small timestamp underneath. System messages (handoff, routing) appear as centered, muted notices.

Reply composer

A textarea at the bottom of the detail pane plus an attachment button.

Element	Notes
Textarea	Up to 4,000 characters. Press Enter to send, Shift+Enter for a newline.
Attachment button	Paper-clip icon. Opens file picker.
Attachment limits	MIME whitelist (images, PDFs, common docs), max 10 MB per file, max 5 files per message
Send button	Primary, disabled while empty or while a previous send is in flight.
End-edge padding	The composer’s end padding (pe-16) leaves room for the floating Wittify chat widget launcher so it never covers the Send button.

If you try to attach a file that’s too big or has the wrong MIME type, an inline toast reads Attachment rejected: too large or Attachment rejected: unsupported format.

AI status tag

A non-interactive pill in the detail header. Three visual states:

State	Color	Meaning
auto	Green	The agent is actively responding to messages
suspended	Amber	The agent is paused, waiting for a human to take over
human	Blue	A human has taken over the conversation

The pill is intentionally non-clickable. To change it, use the Routing tab in the right panel (see below).

Right panel

A drawer that slides in alongside the detail pane (or from the end edge as a full-screen sheet on mobile). Three tabs:

Details tab

• Contact: Conversation #, Name, Phone, Email, Channel, Language, First seen, Last seen.
• Web Visitor Info (when present): page URL, referrer, browser, OS.
• Conversation Info: detected Intent, overall Sentiment, linked Ticket / Lead IDs.

Assign tab

• Agent combobox, search by name.
• Team combobox, optional, sets routing for the conversation.
• Priority picker: Low / Medium / High / Urgent.
• Note textarea, optional, attached to the assignment.
• Save Assignment button.

Routing tab

• AI status picker: switch between auto, suspended, human.
• Channel-specific routing rules where supported (e.g. Telegram bot subreplies).

Sub-tabs

Three sub-tabs collapse-in under the Chat Conversations sidebar item, behind a chevron toggle. They auto-expand when you’re on Archived or Deleted:

Sub-tab	What’s in it
Inbox	Live conversations
Archived	Conversations you’ve archived. Still searchable.
Deleted	Soft-deleted conversations. Recoverable for 30 days.

In Archived, the bulk action bar shows Restore and Delete forever instead of Archive / Delete. In Deleted, only Restore and Delete forever are available.

Empty states

• No conversations match this filter with the hint Try changing the filter or search.
• No conversations on this channel (when a channel tab has zero results).
• Inbox is empty. New conversations will appear here. (when the agent has no traffic yet).

Common questions

The agent stopped responding mid-conversation.

Check the AI status tag. If it says suspended, a teammate paused the agent. Switch to auto in the Routing tab to resume.

A customer's message has been sitting unread for an hour.

That happens when the agent’s auto-routing failed to take the conversation. Open the conversation, switch the AI status to auto, the agent will resume. Or take it over yourself by switching to human and replying directly.

My attachments aren't being sent.

Check the inline toast. The most common reasons are: (1) file is over 10 MB, (2) MIME type isn’t on the whitelist, (3) more than 5 files are attached. Drop offending files and try again.

Can I undelete a conversation?

Open the Deleted sub-tab, find the conversation, click Restore (in the row’s actions or in bulk). Restored conversations come back to the Inbox in their original state.

Why is the right panel collapsed by default?

Most users only need it for assignment or routing changes, which are infrequent. Click the panel toggle on the end edge of the detail header to open it on demand.

Next

Voice Conversations

Recordings, transcripts, and AI summaries.

Leads & Tickets

Captured records grid.