Conversation statuses
Conversations are organized into four status columns:| Status | Description |
|---|---|
| AI Handling | The AI assistant is actively managing the conversation. |
| Human Handling | The conversation has been escalated or assigned to a team member. |
| Resolved | The conversation has been completed. |
| Opted Out | The customer opted out of messaging. |
The previous “Escalated” and “Assigned” statuses have been consolidated into a single Human Handling status for a simpler workflow.
Viewing conversations
Switch between two views using the toggle at the top of the page:- List view — A flat table of all conversations sorted by most recent activity.
- Board view — A Kanban-style board with conversations grouped by status column.
Filtering conversations
Use the filter bar to narrow down conversations by:- Status — Filter by AI Handling, Human Handling, Resolved, or Opted Out.
- Assignee — Select one or more team members to see only their assigned conversations.
- Channel — Filter by messaging channel (SMS, webchat, etc.).
- Date range — Set a custom date range for conversations.
Assigning and managing conversations
When a conversation is in the Human Handling state, you can:- Send messages immediately without assigning an owner first. This lets you respond quickly to escalated conversations.
- Assign an owner by selecting a team member from the assignment dropdown.
- Reassign a conversation to a different team member using the Reassign button.
- Unassign an owner using the Unassign button.