Chat operations

Use this guide to review conversations, take over from automation when needed, reply clearly, classify the chat, and hand control back to the bot afterward.

• Navigate to Chats

Before you start

• Required access: agent, manager, or admin depending on company workspace permissions.
• Open the conversation you want to work on.
• Check whether the chat is already assigned to someone else.

Recommended workflow

1. Open the chat.
2. Review the conversation history.
3. Pause the bot.
4. Respond to the user.
5. Resolve the query.
6. Tag or assign the chat if needed.
7. Leave the chat in the correct state.
8. Resume the bot.

When to pause the bot

Situation	Pause the bot?	Why
A user needs human support	Yes	Manual handling should not overlap with automation
The request falls outside the bot flow	Yes	The automated response path may not fit
You are only reviewing history	No	No customer response is being sent
The issue is resolved and automation can continue	Resume it	Future automated responses should work again

Find the right conversation

• New chats appear in the conversation list, with the newest chats usually shown first.
• Use search to find a contact by:
  • Contact name
  • Phone number
• Use filters to narrow results by:
  • Channel
  • Tags
  • Agent

Understand message status

Message indicators show whether a message has:

• Been sent.
• Been delivered.
• Been read.

Hover over message status ticks where available to see the current state.

Reply manually

1. Open the chat.
2. Review the recent conversation.
3. Pause the bot.
4. Type the response in the main message field.
5. Send the message.
6. Continue until the query is resolved.

TIP

Pause the bot before replying manually so the user does not receive overlapping automated and agent responses.

Use quick replies

Quick replies are saved responses that help agents answer common questions faster.

1. Open the conversation.
2. Select the quick reply you want to use.
3. Review the text before sending it.
4. Replace placeholders or context-specific details.
5. Send the final version.

Use quick replies for:

• Frequently asked questions.
• Standard follow-up messages.
• Common support responses.

Tags, assignment, and ownership

• Add tags to classify a conversation for follow-up or reporting.
• Assign the chat when one person should own the response.
• Avoid having multiple agents answer the same user at the same time unless the team is coordinating deliberately.

How to know it worked

• The user receives a clear response.
• The chat has the right tag or assignment when needed.
• The bot is resumed after the manual interaction ends.
• The chat is left in a state another teammate can understand later.

Common mistakes

Mistake	Why it matters	Better approach
Replying while the bot is active	The customer may receive conflicting messages	Pause the bot first
Multiple agents reply at once	The conversation becomes inconsistent	Assign ownership
Forgetting to resume the bot	Future automation does not continue	Resume once manual support ends
Leaving filters applied	Chats may look missing	Clear filters before escalating

Related guides

• Chats feature
• Troubleshooting
• Platform FAQ