View an interaction
Open a conversation from Inbox to review its message history and customer context. A direct conversation link opens the same detail experience when you have access.
What to review
Start with conversation review and customer context.
- Chat header: the visitor identity available to this conversation and the AI/human control.
- Message timeline: messages, timestamps, supported media, and available analysis. Scroll up for older messages.
- Information control: recorded intent, context, recommendations, lead-score trends, emotion, and suggested topics.
Contact fields depend on what the visitor and connected channel provided. A phone number or display name alone does not prove identity or grant access to another conversation.
Take action
Select Take over and confirm before replying. Review the customer message and relevant business information rather than relying on an AI score alone. Select Return to AI when the conversation is ready to continue automatically.
See Human Handover, Conversation tools, and Analytics.
Customer actions and information panels
The header keeps handover and the information control accessible. Permitted secondary shortcuts such as customer profile, identity review, create deal and follow-up can be grouped under Customer actions. This removes a separate CRM button row from the visible message area without hiding the main reply controls.
The information panel contains recorded context, emotion/intent, recommendations and score charts where data exists. Charts initialize for the visible panel rather than a hidden zero-width container. Use its close control to return to the conversation. Scores and emotion are AI-derived signals, not verified customer facts.
Customer profiles and Helpdesk use the same authorized conversation preview, including full-height message scrolling inside a Large slide-over and a full-page action. The original conversation remains the source of truth for handover and message history.