Messaging Conversations
The Conversations inbox gives your team one place to understand what a customer asked, see how the agent responded, step in personally, and decide when automation should continue. Use it for day-to-day customer care and for investigating conversations that need attention.
Navigation: Open Email & Messaging → Messaging Agents, then use an agent’s Conversations or inbox action.
Find a conversation
Search and filters help an operator quickly reach the customer who needs a reply instead of reading every thread.
Use the conversation list and available filters to narrow by channel, state, ownership, or search text. The selected channel icon and account name show where replies will be sent.
If a direct link opens a particular conversation, confirm the agent and channel before replying.
Understand the thread
The message thread distinguishes customer, agent, operator, and system activity. Session separators show when a new conversation period began. System markers can explain that a reply was skipped, failed, paused, or handed over.
Links to CRM records appear when the conversation has been connected successfully.
Reply as an operator
Reply as an operator when empathy, judgment, approval, or specialist knowledge is more important than an automated response.
- Open the conversation.
- Confirm the replying channel displayed in the header.
- Read recent context and any handover reason.
- Write and send the reply.
If human takeover protection is enabled, an operator response pauses automatic replies for that conversation. Confirm the visible automation state after sending.
Pause or resume automation
Pausing keeps the agent from replying while a person owns the conversation; resuming returns routine handling to the agent after the human exchange is complete.
Pause automation when a person needs to own the conversation. While paused, new customer messages may wait for an operator and can trigger the configured notification.
Resume only after the human interaction is complete. Review the newest customer message first so the agent does not answer an outdated request.
Start a new session
A new session gives a returning customer a clean conversational context when the previous topic is finished or no longer relevant.
Use New Session when you intentionally want the next interaction to begin without the previous session’s active context. This does not erase the visible history.
Exclude a contact from AI replies
Exclusion keeps selected contacts permanently in a human-only workflow, which is useful for sensitive accounts or customers who request personal service.
Use the exclusion action for contacts who must always receive human service or should not be handled automatically. Add a clear reason when prompted. Excluded contacts remain visible in the inbox, but the agent does not automatically reply.
Manage broader exclusion and routing settings from the Messaging Agent’s CRM or AI Reply tab.
Handle attachments
Supported media appears in the thread. If an attachment cannot be displayed, the thread may show a descriptive placeholder. Open unfamiliar files only according to your organization’s security policy and ask the customer for text details when needed.
Troubleshoot conversations
A reply is not sent
Check the system marker, channel connection, and current account. Refresh the thread once before retrying so you do not create a duplicate response.
The agent replies after a human
Confirm that human takeover protection is enabled and that the human replied through a recognized connected channel or this inbox. Pause the conversation manually while investigating.
A conversation is missing
Clear filters, confirm the selected agent and workspace, and check the original channel. Recently connected channels may need their initial history import to finish.