Reply, assign & label conversations
Open any conversation from the inbox list. Type your message in the reply box at the bottom and press Enter or click Send. You can send:
- Session messages — any text, image, video, document, or audio (only available within 24 hours of the customer's last message)
- Template messages — pre-approved templates you can send anytime, even after the 24-hour window closes
Click the Assign button at the top of any conversation and select a team member. The conversation moves to their queue. Assigned conversations are highlighted in their inbox view.
Agents can also self-assign by clicking Claim on unassigned conversations.
Labels help you organise and filter conversations. Common label setups:
| Label | When to use |
|---|---|
| Hot Lead | Customer has shown strong buying intent |
| Follow Up | Needs a message in 24–48 hours |
| Closed | Deal won or conversation resolved |
| Support | Has a question or complaint, not a lead |
To add a label: open the conversation, click the Label icon in the top bar, and select or create a label. You can filter your inbox by label to focus on specific conversations.
Each conversation can be in Bot mode (AI Agent replies automatically) or Human mode (your team replies). You can switch at any time using the toggle at the top of the conversation.
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