Overview of the Conversation Window

A quick guide on the conversation window.

Last Updated By Knoon on Oct 1, 2025, 1:50 AM

After you open a conversation, it will display in the conversation window. The conversation window shows the chats between the user and either the AI agent or a human operator (or both).

In the left pane, the conversation is displayed. Some of the available functions include:

Date, time, and user/agent name in the chat
Chat messages
“Request to take over agent” or “Request agent to take over” button
Knowledge base article attachment
File attachment
Keyboard shortcut keys
A "Resolve" button
Delete conversation button

In the right pane, the following information is shown:

Username
User email address
Name of the chat box the conversation was initiated from
Location of the user on a map
IP address of the user
Timezone of the user
Zip code of the user
Locale of the user
Browser/OS of the user
Tags
Memos