Conversation Actions
Resolve or snooze a conversation, hand it to someone else, ask the visitor for a rating, or block and unblock them — all from the details panel on your phone.
Where the actions are
Tap the visitor's name at the top of a conversation, or the ⋮ button in the top-right, to open the details panel — covered fully in Visitor Details. The Conversation card at the top of the panel holds the everyday actions; Block, in red, sits at the very bottom.
This panel is different from the + menu next to the message box that opens the AI tools and the Insert & Start pickers — that one lives in the composer. This one holds the conversation-level controls covered on this page.
Some of the actions below only show up on conversations assigned to you.
Resolve
Tap Resolve and confirm with Resolve in the dialog (Resolve this conversation?). The conversation moves to Resolved and leaves your open conversations.
There are two shortcuts. The check icon at the top of the conversation resolves it in one tap and takes you back to the Inbox — it isn't shown on phone calls. And in the Inbox you can swipe a row to the left and tap Resolve.
Snooze
Snoozing moves a conversation out of your inbox until later. Tap Snooze and pick In 1 hour, Later today, Tomorrow or Next week — each shows when it ends. The conversation comes back at that time, or sooner if the visitor writes.
A snoozed conversation shows Snoozed with its end time; tap it and choose Unsnooze now to bring it back right away. Snoozed conversations wait in the Snoozed view of the Inbox. In the Inbox you can also swipe a row to the left and tap Snooze — that snoozes it until tomorrow at 8:00, with an Undo bar for a few seconds.
Assign
The Assign row shows who has the conversation — Unassigned, You, or a teammate's name. It disappears while the visitor is blocked — lift the block first if you need to hand a blocked conversation on. Tap it to open the Assign sheet:
- Me — takes the conversation yourself. Shown when it isn't yours.
- Unassigned — gives it up so anyone on the team can take it. Shown when it's yours.
- Online teammates — hands it to a colleague. Only teammates whose status is Online are listed, because someone who is offline wouldn't be alerted about the new conversation. Tap a name and the conversation moves to their inbox and off yours.
Leave conversation
Gives the conversation up so someone else can take it. It only appears on conversations assigned to you.
Tap Leave conversation, then Leave in the dialog that opens (Leave this conversation?). The conversation is unassigned from you and goes back to the unassigned queue.
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 (in red, in the Block card at the bottom of the panel) 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 Yaplet, 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 1 hour, 24 hours, 3 days, 7 days, 30 days or Forever — it starts at 24 hours. 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 — the Ban visitor button 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 Assign disappears from the panel until the block is lifted.
Unblocking
Two ways to lift a block: Unban visitor in the Block card, 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
- Sending the transcript to the visitor by email
- Acting on several conversations at once — leave all, transfer all, close all
- The ban form's Also block their connection option, which also stops the visitor coming back as a new visitor from the same internet connection. A ban placed from the phone blocks only that one visitor
See Chat Actions and Inbox Sidebar Actions on the dashboard for all of it.