> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversation Management

> Complete guide to manage conversations, send messages and organize support

# 💬 Conversation Management - Complete Guide

Learn everything about managing conversations in Chatwoot: from receiving first contact to closing support with excellence.

***

## 📋 What are Conversations?

**Conversations** are message threads between your team and customers. Each conversation has:

* 👤 **A contact** (customer)
* 📧 **Messages** exchanged
* 📱 **Channel** (WhatsApp, Email, etc.)
* 👨‍💼 **Agent** responsible (optional)
* 🏷️ **Labels** for organization
* 📊 **Status** (Open/Pending/Resolved)

***

## 🎯 Conversations Interface

### Overview

```
┌────────────────────────────────────────────────────────────┐
│ Sidebar │  Conversation List     │   Active Conversation    │
├─────────┼─────────────────────────┼───────────────────────┤
│         │ 🔍 Search...            │ 👤 John Silva         │
│ Home    │ ═════════════════════   │ 📱 WhatsApp           │
│ Convers.│ ┌─────────────────────┐ │ ──────────────────── │
│ Contacts│ │ 👤 John Silva       │ │ 👤 10:30             │
│ Reports │ │ 📱 WhatsApp         │ │ Hello, I need       │
│ Funnels │ │ "Hello, I need..."  │ │ help with my        │
│ Settings│ │ 2min ago       [1]  │ │ order!              │
│         │ └─────────────────────┘ │ ──────────────────── │
│         │ ┌─────────────────────┐ │ 👨‍💼 10:31            │
│         │ │ 👤 Mary Santos      │ │ Hello John! Sure,   │
│         │ │ 📧 Email            │ │ I'll help you...    │
│         │ │ "I would like..."   │ │ ──────────────────── │
│         │ │ 1h ago              │ │ [Type message]      │
└─────────┴─────────────────────────┴───────────────────────┘
```

***

## 📥 Viewing Conversations

### Conversation List

In the sidebar, click **"Conversations"** to see all customer interactions.

**What you see:**

* 👤 Contact name
* 💬 Last message preview
* ⏰ Time since last activity
* 🔔 Unread message counter
* 🏷️ Labels applied
* 👨‍💼 Assigned agent

### Filter Conversations

Use filters to find what you need:

* **Status**: Open, Pending, Resolved, All
* **Assigned Agent**: Mine, Unassigned, All Team
* **Team**: Specific team
* **Inbox**: By channel (WhatsApp, Email, etc.)
* **Labels**: By tags
* **Priority**: High, Medium, Low

***

## ✍️ Replying to Messages

### Send Text Message

1. Click conversation to open
2. Type your reply in the text box at bottom
3. Press **Enter** or click send button

### Attach Files

* Click **📎 paperclip** icon
* Select file (image, document, video, etc.)
* Add optional caption
* Send

**Supported formats:**

* 📄 Documents (PDF, DOC, XLS, etc.)
* 🖼️ Images (JPG, PNG, GIF)
* 🎥 Videos (MP4, MOV)
* 🎵 Audio (MP3, WAV)

### Use Emojis

* Click **😊 emoji** icon
* Choose desired emoji
* Or type `:smile:` for quick emojis

***

## 🚀 Canned Responses (Quick Replies)

Save time with ready-made responses!

### Use Canned Response

1. In message box, type **`/`**
2. List of canned responses appears
3. Choose desired response
4. Edit if necessary
5. Send

### Create Canned Response

1. Go to **"Settings"** → **"Canned Responses"**
2. Click **"+ Add Canned Response"**
3. Fill in:
   * **Short Code**: `/greeting`
   * **Content**: "Hello! How can I help you today?"
4. Save

**Examples:**

* `/greeting` - Welcome message
* `/hours` - Business hours
* `/shipping` - Shipping policy
* `/return` - Return policy

***

## 👥 Assigning Conversations

### Assign to Me

* Click **"Assign to me"** icon at top of conversation
* Conversation becomes yours

### Assign to Another Agent

1. Click agent dropdown
2. Select agent from list
3. They receive notification

### Assign to Team

1. Click team dropdown
2. Select team
3. Any team member can handle it

***

## 🏷️ Using Labels (Tags)

Labels help categorize and organize conversations.

### Add Label

1. In conversation, find "Labels" section
2. Click **"+ Add Label"**
3. Choose existing or create new
4. Label is applied instantly

### Label Examples

* **By Type**: `sales`, `support`, `billing`
* **By Priority**: `urgent`, `important`, `low-priority`
* **By Product**: `product-a`, `product-b`, `service-x`
* **By Status**: `waiting-info`, `escalated`, `vip`

***

## 📊 Conversation Status

Organize workflow with statuses:

### Available Statuses

* **Open**: Active conversation, needs attention
* **Pending**: Waiting customer reply or external action
* **Resolved**: Issue solved
* **Closed**: Conversation finished, no more action needed

### Change Status

1. Click status dropdown in conversation header
2. Select new status
3. Conversation moves to corresponding list

***

## 📝 Internal Notes

Notes visible only to team!

### Add Note

1. In conversation, click **"Add Note"**
2. Type note (e.g., "Customer prefers email contact")
3. Save

**Notes are useful for:**

* Record customer preferences
* Note agreements or pending items
* Share context with team
* Log important information

***

## 8. Conversation Priority

Set priorities to focus on most urgent conversations:

* **Set Priority**: In conversation panel, use priority dropdown to set as "High", "Medium", or "Low"
* **Filter by Priority**: Filter conversation list by priority to focus on most urgent
* **Visual Indicator**: High priority conversations appear highlighted in list

***

## 🔕 Other Actions

### Mute Conversation

Silence notifications from specific conversation:

1. Click **"..."** (three dots)
2. Select **"Mute"**

### Send Transcript

Send conversation copy by email:

1. Click **"..."**
2. Select **"Send Transcript"**
3. Enter email address

### Mark as Unread

Mark as unread for later follow-up:

1. Right-click conversation
2. Select **"Mark as Unread"**

***

## 💡 Tips and Best Practices

### Response Speed

✅ **Reply fast**: Customers expect quick responses\
✅ **Use canned responses**: For common questions\
✅ **Set expectations**: If takes time, warn customer

### Organization

✅ **Use labels consistently**: Create naming standard\
✅ **Change status**: Keep workflow organized\
✅ **Add notes**: Share context with team\
✅ **Assign correctly**: Put right specialist

### Quality

✅ **Be empathetic**: Show you care\
✅ **Clear language**: Avoid jargon\
✅ **Solve completely**: Don't leave loose ends\
✅ **Follow up**: Check if customer is satisfied

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Manage Funnels (Kanban)" icon="columns" href="/en/user-guide/funnels">
    Organize your conversations in visual flows
  </Card>

  <Card title="API Reference - Conversations" icon="code" href="/en/api-reference/conversations">
    For developers who want to automate conversation management
  </Card>
</CardGroup>