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Once you open a conversation in the Inbox, you have several tools for managing it effectively. This page covers assigning conversations, applying labels, changing conversation status, replying to visitors, and leaving internal comments.

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Assigning Conversations

Every conversation can be assigned to either an AI Chat Agent or a human team member. The current assignee is displayed in the header of the chat thread. To reassign a conversation:
  1. Open the conversation in the Inbox.
  2. Click the assignee dropdown in the top-right corner of the chat thread. It shows the current assignee’s name (or “Assign To” if unassigned).
  3. Browse or search for an agent. The list is divided into two sections:
    • AI Agents — your Chat Agents, displayed with their channel icon
    • Human Agents — your team members, displayed with their avatar and email
  4. Click on the agent you want to assign the conversation to.
The assignment change is logged in the conversation timeline so you can track handoffs. Quick self-assignment: If a conversation is not assigned to you, you will see an “Assign to me” prompt above the message input area. Click it to take ownership immediately.

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Applying Labels

Labels help you categorize and organize conversations. Each conversation can have one label at a time. To add or change a label:
  1. Hover over a conversation in the left panel.
  2. A tag icon appears in place of the timestamp.
  3. Click the tag icon to open the label selector.
  4. Choose a label from the list, or select No Label to remove the current label.
To manage your team’s labels:
  1. Open the label selector on any conversation.
  2. Click Manage Labels at the bottom of the list.
  3. In the dialog you can:
    • Create new labels with a custom name and color
    • Edit existing label names and colors
    • Delete labels you no longer need
Label changes are logged in the conversation timeline.

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Changing Conversation Status

Each conversation has one of three statuses:
StatusMeaning
ActiveThe conversation is ongoing. New messages can be sent and received.
PendingThe conversation is paused, waiting for follow-up.
ClosedThe conversation is resolved. No new messages can be sent.
To change a conversation’s status:
  1. Open the conversation.
  2. Click the status dropdown in the top-right corner of the chat thread (it shows the current status with a colored icon).
  3. Select the new status.
Available transitions depend on the current status:
FromAvailable Actions
ActiveMark as Pending, Close Thread
PendingMark as Active, Close Thread
ClosedReopen Thread (only available for the most recent conversation with a contact)

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Replying to Visitors

The message input area is at the bottom of the chat thread. Supported reply channels:
ChannelReply SupportNotes
WebsiteFull supportSupports rich text with markdown formatting
ZaloFull supportSupports file attachments
Zalo OAFull supportMessages sent after 48 hours may incur a fee
Facebook MessengerFull supportMust reply within 24 hours of the visitor’s last message
SMSComing soonManual replies are not yet available
EmailComing soonManual replies are not yet available
To reply:
  1. Make sure you are assigned to the conversation (click “Assign to me” if prompted).
  2. Type your message in the input area.
  3. Press Enter to send (or Shift+Enter for a new line).
  4. For website conversations, you can use markdown formatting for bold, italic, links, and lists.
Sensitive data protection: If your team has enabled sensitive data protection in Settings, the system will warn you before sending messages that contain patterns matching sensitive data (such as credit card numbers or social security numbers). You can choose to cancel or send anyway.

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Internal Comments

Internal comments let your team collaborate on a conversation without the visitor seeing anything. Comments appear in the right-side panel at the bottom. To leave a comment:
  1. Open a conversation.
  2. Scroll down in the right panel to the Comments section.
  3. Type your comment in the “Leave a comment…” field.
  4. Press Enter to post.
Comments show the author’s name, avatar, and timestamp. You can edit or delete your own comments by hovering over them and using the pencil or trash icons that appear.

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Best Practices

  • Assign before replying — taking ownership ensures your team knows who is handling each conversation.
  • Use labels consistently — agree on a labeling system with your team (e.g., “Hot Lead”, “Support”, “Follow-up”) to keep conversations organized.
  • Close conversations when resolved — this keeps the Mine and Unassigned tabs focused on active work.
  • Leave comments for context — if you are handing off a conversation or noting something for later, internal comments are the right place.
  • Check the Unassigned tab regularly — conversations that triggered a human takeover but have not been claimed will appear here.