Conversations

The conversation screen

Open a conversation from the Inbox and you land on three parts: a top bar, the thread, and the message box.

The top bar has a back button, the visitor's name with the widget name printed underneath it, and a ⋮ button that opens the visitor panel. The thread fills the middle of the screen, newest message at the bottom, with the message box fixed underneath it.

Reading the thread

Long-press any message to copy it as plain text. Tap a picture to open it.

Your own messages carry a tick underneath: a grey single check once it's sent, a blue double check once the visitor has read it. Phone calls and emails never show a tick at all — neither channel can report back that something was read, so it would otherwise sit on "sent" forever instead of telling the truth about it.

Times appear only on the last message of a run, not on every bubble. A day header marks where the date changes, and a thin divider shows up wherever the conversation picks up again after a long gap.

Not everything in the thread is a message. Event chips mark things that happened — a page view, a session start, an agent joining or transferring, a rating left, a ban or unban. Chips with an amber ring are private events, marked as visible only to your team. Event chips always read in English in the app, whatever language your brand or your visitor uses.

AI summary and AI context panels appear the same way: folded shut for older ones, open for one you just generated — tap to fold or unfold either way. AI context lists the sources it drew on; tap one to open the passage. Both panels are private, and generating them is covered in AI Tools.

Replying

Type in the message box and tap send — that covers most replies, but one thing about it matters more than everything else on this page:

While you're typing, the visitor sees a typing indicator — and it works the other way too: their own draft appears just above your message box as they write it, before they've sent anything.

Sending a reply as an email too

When the visitor has an email address, isn't on Facebook or Instagram, isn't currently online, and has been away for more than a minute, sending a public reply asks Send as Email too?

• Yes — the reply goes into the chat and is also emailed to the visitor, so it reaches them even if they never reopen the widget.
• No — the reply only goes into the chat.

Say yes whenever the visitor is unlikely to come back and check — you want the answer to actually land, not sit unread behind a closed tab. This never comes up for a private note, and never for a visitor who's online right now — they'll see your reply immediately.

Attaching a picture

Tap the + in the message box to open the Actions menu, then Attach Image. Pick one picture or several at once from your phone's library — each one shows as a small preview above the message box, with an × to remove it before you send.

Pictures can go out with a caption or on their own; either way, they send with your next tap of send.

Private notes

Open the Actions menu and find Public / Private mode under SETTINGS — it reads ON or OFF. Switch it to private and the message box turns amber: everything you write from then on is a note for your team, not a message to the visitor, until you switch it back.

The message box also carries a Private note banner the whole time private mode is on, so it stays obvious which mode you're in even once the Actions menu is long closed.

What private notes are for, and who can see them, is covered in Visibility.

The Actions menu

The + button on the message box opens the Actions sheet — everything you can do in a conversation besides typing, in five sections. ATTACH adds a picture. AI TOOLS drafts, summarizes, rewrites and looks things up for you. INSERT pulls in a saved reply, a help article or a documentation link. START launches a form or a chatbot workflow inside the chat, and is hidden entirely on Facebook and Instagram conversations. SETTINGS holds Auto Translate and the private-note switch above.

Each section gets its own page below.

When you cannot reply

Two situations replace the message box outright.

If the visitor is blocked, you get a red Replying is paused — this visitor is blocked panel. A manual block shows a Lift block button right there; a block that came from the dashboard's Security system shows no button and points you to manage it there instead. Blocking and unblocking are covered in Conversation Actions.

If the conversation itself fails to load, you get This conversation could not be loaded with a Try again button — rather than a message box that looks normal but silently does nothing.

A phone call replaces the message box too, but with the call's recordings instead of a warning — there's no way to reply to a call from the app. See Phone Calls.

In this section