> ## Documentation Index > Fetch the complete documentation index at: https://hellotars.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Work the inbox > Find the conversations that need you with views, tabs, filters, and search, then pick them up and act on them one at a time or in bulk. export const Browser = ({url, children}) =>
{url ? {url} : null}
{children}
; export const img = { activity: { activityTimeline: "/docs/guides/activity/images/activity-timeline.png", capturedVariablesPanel: "/docs/guides/activity/images/captured-variables-panel.png", dataViewCards: "/docs/guides/activity/images/data-view-cards.png", exportDataDialog: "/docs/guides/activity/images/export-data-dialog.png", tasksPanelExportReady: "/docs/guides/activity/images/tasks-panel-export-ready.png" }, analytics: { analyticsOverview: "/docs/guides/analytics/images/analytics-overview.png", exploreGallery: "/docs/guides/analytics/images/explore-gallery.png", exploreTab: "/docs/guides/analytics/images/explore-tab.png", goalForm: "/docs/guides/analytics/images/goal-form.png", goalsTab: "/docs/guides/analytics/images/goals-tab.png", improveDiagnostics: "/docs/guides/analytics/images/improve-diagnostics.png", improveTab: "/docs/guides/analytics/images/improve-tab.png", teamTab: "/docs/guides/analytics/images/team-tab.png" }, billing: { billingOverview: "/docs/guides/billing/images/billing-overview.png", buyConversationsDialog: "/docs/guides/billing/images/buy-conversations-dialog.png", buySeatsDialog: "/docs/guides/billing/images/buy-seats-dialog.png", livechatSeatsTab: "/docs/guides/billing/images/livechat-seats-tab.png", organizationDeletionLifecycle: "/docs/guides/billing/images/organization-deletion-lifecycle.svg", organizationSwitcher: "/docs/guides/billing/images/organization-switcher.png", rolesAndAccessMatrix: "/docs/guides/billing/images/roles-and-access-matrix.png" }, building: { agentBehaviorGuardrails: "/docs/guides/building/images/agent-behavior-guardrails.png", agentCardMenu: "/docs/guides/building/images/agent-card-menu.png", agentConfigure: "/docs/guides/building/images/agent-configure.png", agentExitRoutesDialog: "/docs/guides/building/images/agent-exit-routes-dialog.png", agentLibrary: "/docs/guides/building/images/agent-library.png", agentModelParameters: "/docs/guides/building/images/agent-model-parameters.png", aiAgentGambitLoop: "/docs/guides/building/images/ai-agent-gambit-loop.svg", builderBasics: "/docs/guides/building/images/builder-basics.png", builderConnectHandlePanel: "/docs/guides/building/images/builder-connect-handle-panel.png", builtInToolsDialog: "/docs/guides/building/images/built-in-tools-dialog.png", configureDebugTab: "/docs/guides/building/images/configure-debug-tab.png", configureLanguage: "/docs/guides/building/images/configure-language.png", configureNotifications: "/docs/guides/building/images/configure-notifications.png", createAgentDialog: "/docs/guides/building/images/create-agent-dialog.png", draftPublishRollbackPinning: "/docs/guides/building/images/draft-publish-rollback-pinning.svg", draftSwitcherChip: "/docs/guides/building/images/draft-switcher-chip.png", duplicateAgentDialog: "/docs/guides/building/images/duplicate-agent-dialog.png", flowConditions: "/docs/guides/building/images/flow-conditions.png", gambitPalette: "/docs/guides/building/images/gambit-palette.png", gambits: { gambitAiAgent: "/docs/guides/building/gambits/images/gambit-ai-agent.png", gambitApiCall: "/docs/guides/building/gambits/images/gambit-api-call.png", gambitAutoSuggestion: "/docs/guides/building/gambits/images/gambit-auto-suggestion.png", gambitButton: "/docs/guides/building/gambits/images/gambit-button.png", gambitCard: "/docs/guides/building/gambits/images/gambit-card.png", gambitChannel: "/docs/guides/building/gambits/images/gambit-channel.png", gambitCustomCode: "/docs/guides/building/gambits/images/gambit-custom-code.png", gambitDateTime: "/docs/guides/building/gambits/images/gambit-date-time.png", gambitGeoLocation: "/docs/guides/building/gambits/images/gambit-geo-location.png", gambitLanguage: "/docs/guides/building/gambits/images/gambit-language.png", gambitLiveChat: "/docs/guides/building/gambits/images/gambit-live-chat.png", gambitMediaUpload: "/docs/guides/building/gambits/images/gambit-media-upload.png", gambitNoInput: "/docs/guides/building/gambits/images/gambit-no-input.png", gambitRedirect: "/docs/guides/building/gambits/images/gambit-redirect.png", gambitStarRating: "/docs/guides/building/gambits/images/gambit-star-rating.png", gambitStartAndEnd: "/docs/guides/building/gambits/images/gambit-start-and-end.png", gambitText: "/docs/guides/building/gambits/images/gambit-text.png", gambitTrigger: "/docs/guides/building/gambits/images/gambit-trigger.png" }, languagesTranslateGambit: "/docs/guides/building/images/languages-translate-gambit.png", languageSystemMessages: "/docs/guides/building/images/language-system-messages.png", newDraftDialog: "/docs/guides/building/images/new-draft-dialog.png", outputComponentsGrid: "/docs/guides/building/images/output-components-grid.png", publishDialog: "/docs/guides/building/images/publish-dialog.png", systemPromptDialog: "/docs/guides/building/images/system-prompt-dialog.png", testModeEventLog: "/docs/guides/building/images/test-mode-event-log.png", testModePanel: "/docs/guides/building/images/test-mode-panel.png", validationProblemsPanel: "/docs/guides/building/images/validation-problems-panel.png", variablePickerPanel: "/docs/guides/building/images/variable-picker-panel.png", variablePillInserted: "/docs/guides/building/images/variable-pill-inserted.png", versionsDraftsPanel: "/docs/guides/building/images/versions-drafts-panel.png" }, campaigns: { campaignFlavorsTriggers: "/docs/guides/campaigns/images/campaign-flavors-triggers.svg", campaignReplyRouting: "/docs/guides/campaigns/images/campaign-reply-routing.svg", campaignSendAnatomy: "/docs/guides/campaigns/images/campaign-send-anatomy.svg", createACampaign: "/docs/guides/campaigns/images/create-a-campaign.png", walletReserveSettleRefund: "/docs/guides/campaigns/images/wallet-reserve-settle-refund.svg", webhookCampaignContractLocking: "/docs/guides/campaigns/images/webhook-campaign-contract-locking.svg", webhookCampaignLifecycleStates: "/docs/guides/campaigns/images/webhook-campaign-lifecycle-states.svg", webhookCampaignOneCallOneDelivery: "/docs/guides/campaigns/images/webhook-campaign-one-call-one-delivery.svg" }, channels: { distributeWhatsappConnect: "/docs/guides/channels/images/distribute-whatsapp-connect.png", whatsappConnectDialogWaiting: "/docs/guides/channels/images/whatsapp-connect-dialog-waiting.png", whatsappEmptyState: "/docs/guides/channels/images/whatsapp-empty-state.png" }, deploy: { bridgeEventGambitSection: "/docs/guides/deploy/images/bridge-event-gambit-section.png", deploymentSurfacesAndChannels: "/docs/guides/deploy/images/deployment-surfaces-and-channels.svg", designAgentTab: "/docs/guides/deploy/images/design-agent-tab.png", designLauncherTab: "/docs/guides/deploy/images/design-launcher-tab.png", embedIframeTab: "/docs/guides/deploy/images/embed-iframe-tab.png", embedTheWidget: "/docs/guides/deploy/images/embed-the-widget.png", mobileAppIntegration: "/docs/guides/deploy/images/mobile-app-integration.png", onYourDomain: "/docs/guides/deploy/images/on-your-domain.png", shareYourAgentLink: "/docs/guides/deploy/images/share-your-agent-link.png" }, developer: { api: { channelSendTemplateVsMessage: "/docs/developer/api/images/channel-send-template-vs-message.svg", endUsers: { endUsersListCursorPagination: "/docs/developer/api/end-users/images/end-users-list-cursor-pagination.svg" }, triggerCallConversationLifecycle: "/docs/developer/api/images/trigger-call-conversation-lifecycle.svg" }, developerSurfacesMap: "/docs/developer/images/developer-surfaces-map.svg", embed: { embedConfigToWidgetContext: "/docs/developer/embed/images/embed-config-to-widget-context.svg", hostPageBridgeFlow: "/docs/developer/embed/images/host-page-bridge-flow.svg", identitySigningFlow: "/docs/developer/embed/images/identity-signing-flow.svg", scriptVsIframeEmbed: "/docs/developer/embed/images/script-vs-iframe-embed.svg" }, mobile: { bridgeMessageProtocol: "/docs/developer/mobile/images/bridge-message-protocol.svg", webviewBridgeArchitecture: "/docs/developer/mobile/images/webview-bridge-architecture.svg" } }, endUsers: { anonymousToIdentifiedProfile: "/docs/guides/end-users/images/anonymous-to-identified-profile.svg", bulkActionBar: "/docs/guides/end-users/images/bulk-action-bar.png", campaignConsentGate: "/docs/guides/end-users/images/campaign-consent-gate.svg", consentPerChannelStates: "/docs/guides/end-users/images/consent-per-channel-states.svg", dynamicVsStaticSegments: "/docs/guides/end-users/images/dynamic-vs-static-segments.svg", endUserDirectory: "/docs/guides/end-users/images/end-user-directory.png", endUserProfileAcrossChannels: "/docs/guides/end-users/images/end-user-profile-across-channels.svg", endUserProfilePanes: "/docs/guides/end-users/images/end-user-profile-panes.png", profileMergeAndTakeoverProtection: "/docs/guides/end-users/images/profile-merge-and-takeover-protection.svg", segmentBuilder: "/docs/guides/end-users/images/segment-builder.png", segmentsPage: "/docs/guides/end-users/images/segments-page.png" }, getStarted: { agentStates: "/docs/get-started/images/agent-states.svg", buildToLivePath: "/docs/get-started/images/build-to-live-path.svg", dashboardSidebarMap: "/docs/get-started/images/dashboard-sidebar-map.png", organizationOwnershipAndRoles: "/docs/get-started/images/organization-ownership-and-roles.svg", quickstart: { step1CreateYourAccount: "/docs/get-started/images/quickstart/step-1-create-your-account.png", step3ConnectTheAiAgent: "/docs/get-started/images/quickstart/step-3-connect-the-ai-agent.png", step4TestMode: "/docs/get-started/images/quickstart/step-4-test-mode.png" }, quickstartCanvas: "/docs/get-started/images/quickstart-canvas.png" }, knowledge: { addASource: "/docs/guides/knowledge/images/add-a-source.png", addRetrieverPicker: "/docs/guides/knowledge/images/add-retriever-picker.png", attachKnowledgeGambit: "/docs/guides/knowledge/images/attach-knowledge-gambit.png", configureARetriever: "/docs/guides/knowledge/images/configure-a-retriever.png", createKnowledgeBaseDialog: "/docs/guides/knowledge/images/create-knowledge-base-dialog.png", customRetrieverDialog: "/docs/guides/knowledge/images/custom-retriever-dialog.png", datasetTab: "/docs/guides/knowledge/images/dataset-tab.png", documentChangeReindexLifecycle: "/docs/guides/knowledge/images/document-change-reindex-lifecycle.svg", documentsTabPreview: "/docs/guides/knowledge/images/documents-tab-preview.png", importAWebsite: "/docs/guides/knowledge/images/import-a-website.png", kbList: "/docs/guides/knowledge/images/kb-list.png", retrieverIndexStates: "/docs/guides/knowledge/images/retriever-index-states.svg", retrieverQueryPipeline: "/docs/guides/knowledge/images/retriever-query-pipeline.svg", standardVsParentChildChunking: "/docs/guides/knowledge/images/standard-vs-parent-child-chunking.svg", syncManagement: "/docs/guides/knowledge/images/sync-management.png", testRetriever: "/docs/guides/knowledge/images/test-retriever.png" }, liveChat: { agentWorkspace: "/docs/guides/live-chat/images/agent-workspace.png", assignedAgentPicker: "/docs/guides/live-chat/images/assigned-agent-picker.png", automaticAssignmentRouting: "/docs/guides/live-chat/images/automatic-assignment-routing.svg", availabilityDropdown: "/docs/guides/live-chat/images/availability-dropdown.png", cannedResponses: "/docs/guides/live-chat/images/canned-responses.png", composerPreferences: "/docs/guides/live-chat/images/composer-preferences.png", copilotPanel: "/docs/guides/live-chat/images/copilot-panel.png", filterConversationsDialog: "/docs/guides/live-chat/images/filter-conversations-dialog.png", inboxAnalyticsTab: "/docs/guides/live-chat/images/inbox-analytics-tab.png", inboxAvailabilityTab: "/docs/guides/live-chat/images/inbox-availability-tab.png", inboxesSettings: "/docs/guides/live-chat/images/inboxes-settings.png", inboxRoutingTab: "/docs/guides/live-chat/images/inbox-routing-tab.png", labelsSettings: "/docs/guides/live-chat/images/labels-settings.png", newAttributeDialog: "/docs/guides/live-chat/images/new-attribute-dialog.png", newCannedResponseDialog: "/docs/guides/live-chat/images/new-canned-response-dialog.png", notificationPreferences: "/docs/guides/live-chat/images/notification-preferences.png", notificationsPage: "/docs/guides/live-chat/images/notifications-page.png", pickupTargetCard: "/docs/guides/live-chat/images/pickup-target-card.png", resolveMenu: "/docs/guides/live-chat/images/resolve-menu.png", searchDialog: "/docs/guides/live-chat/images/search-dialog.png", seatGateConversation: "/docs/guides/live-chat/images/seat-gate-conversation.png", seatsSettings: "/docs/guides/live-chat/images/seats-settings.png", workTheInbox: "/docs/guides/live-chat/images/work-the-inbox.png" }, security: { addOpenRouterKeyDialog: "/docs/guides/security/images/add-open-router-key-dialog.png", auditChainVerified: "/docs/guides/security/images/audit-chain-verified.png", auditEventDrawer: "/docs/guides/security/images/audit-event-drawer.png", auditExportDialog: "/docs/guides/security/images/audit-export-dialog.png", auditLogViewer: "/docs/guides/security/images/audit-log-viewer.png", auditRecordLifecycle: "/docs/guides/security/images/audit-record-lifecycle.svg", logPrivacyRedactionEnabled: "/docs/guides/security/images/log-privacy-redaction-enabled.png", modelProviderEmptyState: "/docs/guides/security/images/model-provider-empty-state.png", privacySettings: "/docs/guides/security/images/privacy-settings.png", siemConnectWizard: "/docs/guides/security/images/siem-connect-wizard.png", supportActorMasking: "/docs/guides/security/images/support-actor-masking.svg" }, tools: { addToolModal: "/docs/guides/tools/images/add-tool-modal.png", addToolsPanel: "/docs/guides/tools/images/add-tools-panel.png", codekitActionEditor: "/docs/guides/tools/images/codekit-action-editor.png", codekitConnectToolkitsDialog: "/docs/guides/tools/images/codekit-connect-toolkits-dialog.png", codekitSchemaDialog: "/docs/guides/tools/images/codekit-schema-dialog.png", codekitToolkit: "/docs/guides/tools/images/codekit-toolkit.png", codekitToolkitAnatomy: "/docs/guides/tools/images/codekit-toolkit-anatomy.svg", createActionDialog: "/docs/guides/tools/images/create-action-dialog.png", createCodekitDialog: "/docs/guides/tools/images/create-codekit-dialog.png", responseFilteringDialog: "/docs/guides/tools/images/response-filtering-dialog.png", toolGambitEditorAgentMode: "/docs/guides/tools/images/tool-gambit-editor-agent-mode.png", toolGambitEditorWorkflowMode: "/docs/guides/tools/images/tool-gambit-editor-workflow-mode.png", toolkitDetail: "/docs/guides/tools/images/toolkit-detail.png", toolsConnected: "/docs/guides/tools/images/tools-connected.png", toolsDirectory: "/docs/guides/tools/images/tools-directory.png", viewActionsModal: "/docs/guides/tools/images/view-actions-modal.png", workflowModeResponse: "/docs/guides/tools/images/workflow-mode-response.png" } }; export const urls = { app: "https://dashboard.hellotars.com", site: "https://hellotars.com", support: "mailto:support@hellotars.com", status: "https://status.hellotars.com" }; At the end of this page, your queue is sorted your way, your go-to filter is saved, and you can take over from the agent. Live chat inbox with the views rail on the left, the conversation list with the Mine, Unassigned, and All tabs, an open thread, and the details rail on the right ## Before you start Before you start, sign in to the dashboard and select the organization you want to work in. * You need a live-chat seat. See [Live-chat overview and seats](/docs/guides/live-chat/overview-and-seats). * An Admin must add you to at least one inbox. See [Set up inboxes](/docs/guides/live-chat/set-up-inboxes). * Replying, private notes, and the **Resolve conversation** dialog are covered in [Use the Agent Workspace](/docs/guides/live-chat/agent-workspace). ## The inbox layout Open **Conversations** from the sidebar. The screen has four columns, left to right: | Column | What it holds | | ----------------- | ------------------------------------------------------------------------------------------------------------------------ | | Views rail | The **Live** and **Test** toggle, the views, **Inboxes**, **Labels**, and **Saved Filters**. | | Conversation list | The **Search conversations...** field, the **Mine**, **Unassigned**, and **All** tabs, sort, filter, and bulk selection. | | Conversation pane | The open thread and the composer. | | Details rail | The end user profile and the conversation details. | Conversations update in real time, so new messages appear without a refresh. You can drag the right edge of the conversation list and of the details rail to resize them. If you hold a seat but see **No inbox assigned yet**, ask your Admin to add you to an inbox. The empty state reads **Ask your admin to assign you to an inbox so you can start handling conversations.** ## Pick a view The views rail narrows what the conversation list shows: | Rail item | What it shows | | --------------------- | ------------------------------------------------------------------------------------------------ | | **All Conversations** | Every conversation in the inboxes you belong to. | | **Mentions** | Conversations where another human agent mentioned you with `@`. | | **Participating** | Conversations you follow. | | **Unattended** | Conversations waiting for a human, plus conversations a human agent joined but never replied to. | | **Inboxes** | One row per inbox. Empty state: **No inboxes yet**. | | **Labels** | Labels marked to show on the rail. Empty state: **No labels yet**. | | **Saved Filters** | Your saved filters. The section appears once you save at least one. | The **Live** and **Test** toggle at the top of the rail switches between real conversations and test conversations from the agent test panel. In **Test** mode the list header and the search dialog show an amber **Test mode** badge. The rail footer holds your availability status, an Admin-only **Analytics** row that opens the inbox analytics view, **Notifications** with an unread badge, and **Settings**. See [Assignment and availability](/docs/guides/live-chat/assignment-and-availability) for the availability dropdown. ## Work the queue tabs The conversation list has three tabs, each with a live count: | Tab | What it queues | Empty state | | -------------- | -------------------------------------------------------------------------------------- | ------------------------------------ | | **Mine** | Conversations assigned to you. | **No conversations assigned to you** | | **Unassigned** | New conversations waiting for triage. | **No unassigned conversations** | | **All** | Every conversation in the current view. Cards on this tab also show the assignee name. | **No conversations yet** | Each card shows the inbox name, a priority pill, a status pill, the end user name, the last message, and label chips. A bold name and a dot beside the time mark an unread conversation. Hold the pointer over a **Resolved** pill to see who resolved the conversation and when. When new conversations arrive above your scroll position, a banner reads **3 new conversations ยท click to scroll up**. Select it to jump to the top. ### Sort the list The tooltip reads **Sort conversations**. A dot on the button means a non-default sort is active. Options are **Open**, **Pending**, **Snoozed**, **Resolved**, **Abandoned**, and **All**. **Open** is the default. For example **Last activity: Newest first**, **Priority: Highest first**, or **Pending Response: Longest first**. The **Order by** list covers last activity, created time, priority, and pending response time in both directions. The last option, **Priority + Created: Oldest first**, puts the oldest urgent conversation at the top. A **Reset** button appears when you change either control. The sort popover is hidden while a filter is active, because the filter owns the list. ## Filter the list The tooltip reads **Filter conversations**. The **Filter conversations** dialog opens. Each row combines an attribute, a comparison, and a value. For example **Priority**, **Equal to**, **Urgent**. Join rows with the **AND** or **OR** pill between them. Select a pill to switch it. The list now shows only matching conversations. **Clear filters** removes every condition. Filter conversations dialog with two condition rows, Priority equal to Urgent and Labels equal to billing, joined by an AND pill, with Add filter, Clear filters, and Apply filters buttons Built-in attributes cover **Status**, **Assignee**, **Priority**, **Inbox**, **Labels**, **Channel**, and the dates **Created at**, **Last activity at**, and **Waiting since**. The attributes **First referrer**, **Last referrer**, **Browser language**, **Country**, and **City** target the end user session. Your custom attributes appear below with a **custom** tag. The comparison options depend on the attribute. They include **Equal to**, **Not equal to**, **Is present**, **Contains**, **Is greater than**, and **Days before**. While a filter is active, the filter button shows a dot and a red **Clear filters** X appears beside it. ## Save a filter A bookmark button with the tooltip **Save filter** appears beside the filter button. The popover asks **Do you want to save this filter?**. Enter a name such as `Urgent billing`, then select **Save**. A toast confirms **Saved "Urgent billing"**, and the filter appears under **Saved Filters** in the views rail. While it is selected, pencil and trash buttons replace the filter button. ### The Edit saved filter dialog The pencil button opens the **Edit saved filter** dialog. It is the filter dialog with a **Name** field at the top and a **Save changes** button. **Save changes** stays disabled while the name is empty. A toast confirms **Filter updated**. ### The Delete saved filter dialog Deleting a saved filter is permanent. Conversations are not affected, only the filter itself. The trash button opens the **Delete saved filter** dialog. Confirm with **Delete**. A toast confirms **Filter deleted**. You can also right-click a saved filter in the views rail to delete it. ## Search conversations The search dialog opens with the placeholder **Search conversations, messages, users...**. Results group under **Users**, **Conversations**, and **Messages**, each with a count. **Sender** picks a human agent or an end user. **Inbox** picks one inbox. **Date range** picks a period. Move with the Up and Down arrow keys and press Enter, or select the result. Search dialog with the search field, Sender, Inbox, and Date range chips, and the message Start typing to search. Recent searches will appear here. Before you type, the dialog reads **Start typing to search. Recent searches will appear here.** Once results load, tabs for **All**, **Conversations**, **Users**, and **Messages** switch the scope. On the **All** tab each group shows a few hits, and a view more link opens the full group. The **Date range** chip offers **Last 7 days**, **Last 30 days**, **Last 60 days**, **Last 90 days**, **Today**, **Yesterday**, and a custom range. **Clear filters** removes every chip. When nothing matches, the dialog reads **No results found** and suggests a different keyword, end user name, or message text. ## Pick up a conversation New conversations arrive on the **Unassigned** tab. Automatic assignment moves them to a human agent's **Mine** tab when an inbox routes that way. See [Assignment and availability](/docs/guides/live-chat/assignment-and-availability). To pick one up yourself, open it. What you see above the composer depends on who controls it: | Situation | What you see | What to do | | ---------------------------- | ----------------------------------------------------------- | ------------------------------------------------------------------------------------------ | | The agent is replying | **You're observing this conversation. Take over to reply.** | Select **Take over conversation**. The list switches to **Mine** and the composer unlocks. | | Another human agent holds it | **This conversation is assigned to Jordan Lee.** | Select **Reassign to me** and confirm **Reassign**. Jordan is unassigned. | | It is assigned to you | The composer | Reply. See [Use the Agent Workspace](/docs/guides/live-chat/agent-workspace). | Admins can also assign any conversation to any human agent from the card menu or from the **Assigned Agent** section of the details rail. ## Return a conversation to the agent The dashboard has no control that hands a conversation back to the agent. See [What happens after the handoff](/docs/guides/live-chat/overview-and-seats#what-happens-after-the-handoff). ## Act on one conversation Hold the pointer over a card and select the kebab button, or right-click the card. The **Conversation actions** menu opens. Items depend on your role and the conversation status: The Resolve button in the conversation header with its dropdown open, showing Mark pending and Snooze | Action | What it does | | ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Assign label** | Applies or removes a label. Applied labels show a check mark. | | **Assign agent** | Admin only. Picks a human agent, or **Unassigned** to release the conversation. | | **Resolve** | Opens the **Resolve conversation** dialog. Available while a human agent controls the conversation. | | **Reopen** | Reopens a resolved, abandoned, or pending conversation and moves it to **Mine**. A conversation that a campaign reply replaced cannot be reopened while the new conversation is still open. Open the new conversation instead. | | **Mark pending** | Parks an active conversation as pending. | | **Snooze** | Hides it for **1 hour**, **4 hours**, **Tomorrow morning**, or **Next week**. | | **Priority** | Sets **Urgent**, **High**, **Medium**, **Low**, or **None**. | | **Mark read** / **Mark unread** | Toggles the unread state. | | **Mute** / **Unmute** | Silences the in-tab sound alert for this conversation. Email and push preferences are unchanged. See [Notifications](/docs/guides/live-chat/notifications). | | **Copy link** | Copies a direct link. A toast confirms **Link copied**. | | **Open in new tab** | Opens the conversation in a new browser tab. | Priority also shows as a pill on the card and works as a filter and sort signal. Members without a seat see only **Copy link** and **Open in new tab**, plus **Assign agent** for Admins. ## Apply labels Labels are created by an Admin. See [Set up labels](/docs/guides/live-chat/set-up-inboxes#set-up-labels). Admins can also select the plus button beside **Labels** in the views rail to open the **Create label** dialog. You can apply an existing label in four places: | Place | How | | --------------- | ------------------------------------------------------------------------------------------------ | | Card menu | **Assign label**, then pick the label. Pick it again to remove it. | | Details rail | Expand **Labels**. Tick a label under **Assign labels**, or select the X on a chip to remove it. | | Bulk action bar | **Label**, then pick one label for the whole selection. | | Resolve dialog | **Add labels (optional)** while resolving. | Applied labels show as chips on the card and in the details rail. Selecting a label in the views rail lists every conversation that carries it. ## Run bulk actions Hold the pointer over a card avatar and tick the checkbox that replaces it. A pill appears with the count, for example **4 selected**, and the action buttons. **Resolve** asks **Resolve 4 conversations?** first. **Assign**, **Label**, and **Priority** open a picker. | Bulk action | What it does | | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- | | **Resolve** | Resolves the selection after you select **Confirm**. Conversations the agent still controls are skipped, and the toast reports the skipped count. | | **Assign** | Admin only. Assigns the selection to one human agent. | | **Label** | Applies one label to the selection. | | **Priority** | Sets **Urgent**, **High**, **Medium**, or **Low** on the selection. | Large selections continue in the background. The toast then reads, for example, **Resolving 40 conversations in the background**. The X on the left of the bar clears the selection. ## Read the details rail The details toggle in the conversation header shows or hides the rail. The header shows the end user profile with email and phone, or **Not available** when missing. Below it, accordion sections summarize the conversation: | Section | What it holds | | --------------------------- | ------------------------------------------------------------------------------------------------------------------ | | **Assigned Agent** | Admins pick a human agent from a searchable picker. Others see the name or **Unassigned**. | | **Priority** | A priority picker, collapsed by default. | | **Labels** | Applied label chips with a remove X, plus the **Assign labels** list. | | **Conversation info** | Landing page, referrer, UTM values, device, browser, and country. Appears only when data exists. | | Participants | Human agents following the conversation, with a **Follow conversation** link and a **Manage participants** button. | | **Conversation attributes** | Structured key-value data on this conversation. Empty state: **No attributes set.** | | **User attributes** | Structured key-value data on the end user. | | **Previous Conversations** | Earlier conversations from the same end user. Selecting one switches the pane to it. | ## Keyboard shortcuts | Keys | Where | What happens | | ------------------------------------- | ----------------------------- | ---------------------------------------------------------------------- | | `/` | Anywhere outside a text field | Opens the search dialog. | | Up and Down arrows | Search dialog | Move between results. | | Enter | Search dialog | Opens the highlighted result. | | Esc | Search dialog | Closes the dialog. | | Enter or Space | A focused card | Opens the conversation. | | Enter, or the modifier key plus Enter | Composer | Sends the reply, depending on the **Hotkey to send messages** setting. | The send key is set under **Settings**, then **Preferences**, in the **Hotkey to send messages** card. See [Use the Agent Workspace](/docs/guides/live-chat/agent-workspace). ## Verify Open **Saved Filters** in the views rail and select your saved filter. The list shows only the conversations that match, and the sort popover stays hidden while the filter owns the list. Press `/`, type an end user name, and open the result with Enter. ## Related pages * [Live-chat overview and seats](/docs/guides/live-chat/overview-and-seats) * [Use the Agent Workspace](/docs/guides/live-chat/agent-workspace) * [Assignment and availability](/docs/guides/live-chat/assignment-and-availability) * [Set up inboxes](/docs/guides/live-chat/set-up-inboxes) * [Notifications](/docs/guides/live-chat/notifications)