Dialog Information

Open Dialogs in the project side menu, choose a conversation on the section page, and click chat context information. The information panel opens with dialog details; its close button closes the panel.

Dialog information

The dialog panel shows:

• Dialog ID with a copy action;
• channel and space;
• lead for personal chats;
• main agent;
• background agent;
• whether auto-assignment of agents is allowed;
• start, end and last event dates;
• number of events;
• duration;
• status: Active, Completed, or Archived;
• test dialog marker if the conversation was created while testing an agent.

For VK or Telegram post threads, the space can be shown as a post card: with space type, title, text preview, media/cover, and comment count. If the space has an external link and channel access is available, you can open it from the panel.

In a dialog for a VK wall post comment, the card may initially show community data instead of the publication itself. Post metadata updates automatically, so wait and reopen the panel. If the title, text, or cover does not appear for a long time, refresh that space in channel settings and check the channel's access to the VK post.

The main and background agents are edited separately. When choosing an agent, use search, select the required agent or No agent, and click Apply. Cancel or the close button closes the selector without saving.

The auto-assignment hint explains that new messages can assign an agent according to project rules when the dialog does not have an assigned agent yet. Manual assignment remains available. The Operator field separately shows the assigned team member.

For a private dialog, you can open the lead note through the chat button or the information panel, change the note text, and save it. "Cancel" closes the editor without applying the current draft.

Archive removes a completed dialog from active work. When deleting, check the confirmation carefully: confirm the deletion or cancel it.

Priority and SLA

Priority helps sort the support queue and apply different SLA thresholds. In the chat header and in the info panel, you can open the dialog priority selector and choose an option: no priority, low, normal, high, or urgent.

In the dialog list row, the current priority appears as a priority icon on the dialog avatar.

The SLA indicator is shown in the list only for dialogs where the customer is waiting for an operator response, if SLA is enabled in project settings for the current priority. Possible states are OK, warning, and breach. The SLA mode is configured in project settings: first response only or every customer question.

The current waiting state is shown in the Operator response status field.

If schedule accounting is enabled in support settings, warning and breach are reached using working intervals from the calendar: SLA waiting does not advance outside shifts. The current wait deadline is determined when that wait begins, so a later schedule change applies to the next wait for a reply. The same calculated deadline determines both the indicator color and the dialog position in the support queue.

If the SLA indicator is not visible, check:

• the dialog operator response status shows that the customer is waiting for a response;
• SLA is enabled in project settings for its priority;
• the project has warning and breach thresholds configured;
• the selected SLA mode matches the dialog history.

If the indicator remains "OK" longer than expected while schedule accounting is enabled, check whether future operator assignments had already been saved when the wait began. If the available working intervals are insufficient to reach a threshold, the warning or breach deadline will not occur. Editing the calendar does not recalculate a wait that has already started.

For a specific event, AI context, and response cost, open Message Information.