Dialogs

In the Dialogs section, you can read conversations with clients, see agent replies, and respond as an operator.

Find the required dialog

1. In the project side menu, click Dialogs.
2. The section page shows the conversation area. On a computer, the dialog list is on the left and the selected conversation is on the right. On a phone, the list and conversation open one at a time.
3. Find the conversation using search and filters, then choose the dialog. These controls are covered in detail in List, search, channels, and filters.

If the AI summary selection chip appears above the list, only dialogs for the selected topic are shown. Remove the chip to restore the full list.

If the conversation does not exist yet, follow Creating a dialog, which covers creating a dialog with or without a lead.

Reply to the client

Open the required dialog and review its history. To write to a client, reply to a specific message, or edit sent text, follow Sending messages in a dialog.

Files, images, and voice messages are sent from the same input field. Supported formats and limits are covered in Attachments and voice.

For information about new messages, read statuses, and the typing indicator, see Dialog updates and statuses.

Use the message menu

To reply to a message, copy its text, or open other available commands, open the message menu. All commands and their limits are covered in Message actions.

Use message notes to leave an internal comment on a specific message and return to it through a history marker. These notes are not sent to the customer.

View dialog details

Details about the whole conversation, such as assigned agents and lead data, are available in Dialog Information.

Details about an individual message open from its menu and are covered in Message Information.