> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/ai-and-platform/chat/conversation-details.md).

# 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.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FdnsaIjKpy2yJFkZjwuxl%2FScreenshot%202025-05-23%20at%202.00.01%E2%80%AFPM.png?alt=media&#x26;token=30e6260c-a7cc-488c-b0c8-a22a99bea8de" alt="" width="293"><figcaption></figcaption></figure>

* **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](https://docs.cekat.ai/en/chat-settings/pipeline)
* **Labels** [**See how**](https://docs.cekat.ai/en/chat-settings/labels)\
  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**](https://docs.cekat.ai/en/chat-settings/pipeline)\
  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**](https://docs.cekat.ai/en/chat/ticket)\
  Shows the tickets linked to the conversation, so agents can review or update them without leaving the page.