Dialogs
The "Dialogs" section shows conversations with clients, agent replies, operator actions, and conversation details. It is the main daily support screen: here you search for a dialog, reply manually, check agent work, and investigate disputed messages.
Click Dialogs in the project side menu. The section page opens the dialogs workspace: the conversation list with search and filters is on the left, and choosing a dialog opens its chat on the right. On a phone, the list and chat are shown one at a time.
If a dialog is opened from a link or assistant hint, the cabinet can select the required conversation immediately. The AI summary selection chip means the list is temporarily limited to conversations for the selected topic; remove the chip to see all dialogs again.
What people do in dialogs
- view new messages;
- check agent replies;
- control dialog state;
- write as an operator;
- assign or remove agents;
- open a lead card;
- view attachments;
- inspect message details, AI context, connected tools, and delivery statuses;
- investigate errors and disputed replies.
Messages and technical events
Messages remain visible in history, while consecutive technical events are collected into compact groups. A group can contain AI reasoning, tool calls, completed AI actions, state changes, timer creation, and timer triggering. Its row shows the latest event, event count, and state: running, completed, or failed.
Click the technical event row to expand all records in the group; click it again to collapse them. The expanded group shows which actor performed each action. When an agent created a timer, its creation and triggering belong to that agent rather than an unnamed system user. Collapsing does not delete events or change dialog data. When investigating an error, expand the group and check the action sequence, actor, tool state, and text of the specific record.
Topic map
- List, search, channels, and filters - how to find the right conversation and why filters may hide it.
- Creating a dialog - how to start a new dialog with or without a lead.
- Sending messages in a dialog - input field, sending, replying, and editing.
- Deliveries - how to prepare a mass message by lead filters, check a test send, and start background sending.
- Attachments and voice - files, stickers, media, and voice messages.
- Message actions - copying, replying, editing, and contextual actions.
- Dialog and message information panel - IDs, assignments, lead data, metrics, and message details.
- Spam and email link protection - why an email may be restricted and how to open a link safely.
- Polls, reactions, and voter list - how to view reactions and poll data.
- Dialog updates and statuses - new messages, typing indicator, read statuses, and sound.
- Project Operator and Agent Replies - why a team message does not trigger the agent and when a response already being prepared is canceled.
If dialogs do not load
Check authorization, selected project, internet connection, and whether the browser blocks the embedded screen. If there is a loading error, save the time, page address, and error text for diagnostics.
If the needed dialog is missing
First check the selected channel, search query, and list filters. Then make sure the client really sent a message, open the lead card or channel, and check event history for the needed message.
If the agent answered incorrectly
Find the dialog, save an example message, check the published agent instruction, knowledge base sources, lead and project variables, and external tool calls in history. After fixing, test the answer and publish a new agent version.