Conversations

All conversations between customers and you are here, including conversations between robots and customers.

By default, conversations that the bot has not transferred to you (not in the "Open" state) will not be displayed. If necessary, you can choose to view "All".

Click on a conversation to view conversation details and replies

Conversation State

• Open state: the conversation is taken over by the robot
• Resolve state: manual takeover

If you set up a robot, all conversations initiated by customers will be handled by the robot first, and the conversation status is Open

If the robot cannot handle it, or the customer requires manual customer service, the robot will transfer the conversation to you and the status will change to Resolve

If you want to transfer the conversation back to the robot, please set the conversation status to Open so that the robot will continue to handle the conversation