Conversation Details

This section shows everything about the contact and their conversation history. It all helps agents understand the context and look after customers better.

• Contact information At the very top, you'll find:

  • Customer name

  • Phone number (for WhatsApp)

  • Inbox name

  • Pipeline status (you can change it right here) See how

• Labels See how Group conversations into categories. Add or remove labels as you need.

• Handled By Shows the main agent handling the conversation, so it's always clear who's responsible.

• Collaborator Add other agents to the conversation so they can help answer.

• Notes Internal notes only agents can see, such as a customer's history or a specific follow-up.

• AI Summary An automatic summary of the conversation, written by AI. It helps agents get up to speed without rereading the whole chat.

• Additional Data See how Extra information you can customize, such as customer preferences, order numbers or anything else relevant. You set up the fields in pipeline management.

• Conversation Details A log of key events: who assigned it, when it was created, when it was resolved, and the reply deadline (open until). It makes it easy to follow a conversation's progress.

• Block Conversation Block this contact.

• Tickets See how Shows the tickets linked to the conversation, so agents can review or update them without leaving the page.