Your entire relationship with customers happens in the conversation screen. It is your unified inbox: every channel (website chat, email, WhatsApp, and so on) lands in the same place. Here is how to find your way around.

## The three areas of the screen

When you open a conversation, the screen splits into three parts.

- **On the left — the conversation list.** All ongoing discussions. Click a line to open it.
- **In the center — the conversation thread.** Every message exchanged with the customer, oldest to newest. This is where you reply.
- **On the right — the contact panel.** Information about the person (name, email, phone), their previous conversations, and useful details.

## Conversation statuses

Each conversation has a status showing where it stands. You change it at the top of the conversation.

- **Open** — the conversation is active and waiting for action from your team.
- **Pending** — you have replied and are waiting for the customer (or some information). The conversation is set aside without being closed.
- **Resolved** — the request is handled. The conversation leaves the open list.

> Tip: mark a conversation as **Resolved** as soon as it is done. Your list stays clean and you can see at a glance what is left to handle.

## Assigning to an agent or a team

To give a conversation a clear owner, assign it.

1. Open the conversation.
2. In the right panel (or the top bar), find the **Assigned agent** field.
3. Choose the agent who should handle it.
4. You can also assign it to a whole **team** (for example Sales or Support) using the **Team** field.

## Labels

**What it is for:** labels let you sort your conversations by topic — for example "refund", "delivery", "bug". You can then filter conversations by label to stay organized.

1. Open a conversation.
2. In the right panel, find the **Conversation Actions** section, then the **Labels** field.
3. Type or pick a label to add it.

## Reply or private note: the key difference

In the editor at the bottom of the thread, you have two modes. Do not mix them up.

- **Reply** — the message goes to the customer. They see it. This is what you use to answer.
- **Private note** — the message stays visible to your team only. The customer never sees it. Perfect for an internal comment, a heads-up to a colleague, or a detail to remember.

> Always check you are in the right mode before sending. A private note usually appears with a different background color to prevent mistakes.