Help Desk
Conversations
Monitor and respond to customer chats from one support inbox.
Documentation Index
Fetch the complete documentation index at: /llms.txt
Use this file to discover all available QwryAI pages before exploring further.
Conversations is the support inbox for your chatbot. It shows customer messages, AI responses, assignment state, escalation state, internal notes, and customer context in one place.
- Start with escalated and unread conversations.
- Use assignment filters to keep ownership clear.
Conversation Views
Views help your team focus on the conversations that need attention. Use them to separate AI-handled chats from conversations that require agent ownership.
| View | Use it for |
|---|---|
| Unread | Customer messages that have not been reviewed yet. |
| Assigned | Conversations owned by a teammate or queue. |
| Unassigned | Work that needs an owner before a reply is sent. |
| Escalated | Cases where the AI should not continue alone. |
| Agent | Human-handled conversations and support follow-up. |
- Unread
- Assigned
- Unassigned
- AI
- Escalated
- Queued
- Agent
Viewing a Conversation
- Open Conversations.
- Choose a conversation from the list.
- Review the message history.
- Check customer details and tags.
- Read internal notes or linked tickets.
- Reply, assign, escalate, or create a ticket as needed.
- Check customer context before replying.
- Create a ticket when the issue needs investigation or later follow-up.
Recommended Workflow
- Prioritize escalated and unread conversations.
- Assign ownership before replying if multiple agents are online.
- Use internal notes for handoffs.
- Turn repeated questions into better source content.
- Create tickets for unresolved issues.