Managing Conversations
Tags, lifecycle stages, notes and handing chats between AI and your team.
These tools keep your inbox organized and make sure every customer gets an answer.
AI, Human or Unassigned
Switch a conversation between AI Agent, Human Agent and Unassigned from the dropdown in the conversation header. Every member of the workspace can see and answer conversations. To route a conversation to a specific teammate automatically, use the Assign to step in a workflow.
Tags
Add a tag from the contact panel: under Tags click Add tag, type the name and press Enter. Remove one with its x. Rename or delete tags in Settings > Workspace > Tags; a change there applies to every conversation and contact that uses the tag.
Tip: Tags can start workflows (the Contact tagged trigger) and pick the audience of a broadcast.
Lifecycle Stages
Each conversation has a lifecycle stage, picked from the stage dropdown in the header. The built-in stages are:
Important: You can rename and restyle stages in Settings > Workspace > Lifecycle. A stage you add yourself cannot be picked in the inbox yet; rename a built-in stage instead.
| Stage | Typical meaning |
|---|---|
| New Lead | First contact, not qualified yet |
| Hot Lead | Showing clear interest |
| Payment | Ready to pay or paying |
| Customer | Bought from you |
| Closed Won | Deal completed |
| Closed Lost | Deal lost or gone cold |
Notes
Click Notes in the message bar to add a note for your team. Notes are never sent to the customer.
Handoff and Action Required
When a customer asks for a person, or the AI agent escalates, the thread shows an Approve button and the chat moves to Action required. Approve to take over; the AI stays off until you click Resume AI.
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