Conversation Actions
Hand a conversation to someone else, mark it read, ask the visitor for a rating, or block and unblock them — all from the visitor panel on your phone.
Where the actions are
Tap ⋮ in the top-right of a conversation, or swipe in from the right edge, to open the visitor panel — covered fully in Visitor Details. Fold open its Actions section, further down the panel below Device Details.
This Actions section is different from the Actions sheet next to the message box that opens the AI tools and the Insert & Start pickers — that one lives in the composer. This one lives in the visitor panel and holds the conversation-level controls covered on this page.
Some of the actions below only show up on conversations assigned to you.
Leave chat
Gives the conversation up so someone else can take it. It only appears on conversations assigned to you.
Tap Leave chat, then Leave in the dialog that opens. The conversation is unassigned from you and goes back to the unassigned queue.
Transfer chat
Hands the conversation to a specific colleague. It only appears on conversations assigned to you, and it disappears while the visitor is blocked — lift the block first if you need to hand a blocked conversation on.
Tap Transfer chat to see who you can transfer to. The list shows colleagues whose status is Online; someone who is offline won't appear, because they wouldn't be alerted about the new conversation. Pick a name, then Transfer in the dialog that opens. The conversation moves to their inbox and off yours.
Mark as read
Clears the conversation's unread state for your team without replying to the visitor. Tap Mark as read, then Confirm in the dialog that opens — the conversation also closes from your view once you do.
Ask for rating
Sends the visitor a request to rate the conversation. Tap Ask for rating, then Send in the dialog that opens.
It only appears on conversations assigned to you. It works on Facebook and Instagram conversations too — there the visitor gets five tappable stars rather than the widget's rating card.
Blocking a visitor
Tap Ban visitor to open a small form with three things to choose.
How much to block
| Level | What the visitor can do |
|---|---|
| Block from agents only | Can still use the AI assistant, but can't reach a human. |
| Block completely | Can't use the chat at all. |
The form starts on Block completely.
For how long
Pick a duration — it starts at 24 hours, and goes up to permanent. The visitor is never shown a countdown: when a timed block ends, chat just works again for them.
A reason, which is required
Type why you're blocking the visitor — Confirm ban stays greyed out until you do. The reason is written into the record: your colleagues can see who blocked the visitor, why, and when the block runs out, right there in the visitor panel — see Visitor Details.
Once someone is blocked, the message box is replaced by a panel saying replying is paused — for every agent, not just you — and Transfer chat disappears from Actions until the block is lifted.
Unblocking
Two ways to lift a block: Unban visitor in Actions, or the Lift block button on the panel that replaced the message box. Neither needs a reason, and both ask you to confirm first.
What the dashboard does that the phone does not
- Closing or resolving a conversation
- Sending the transcript to the visitor by email
- Acting on several conversations at once — leave all, transfer all, close all
See Chat Actions and Inbox Sidebar Actions on the dashboard for all of it.