Conversations

Admin Panel → Conversations is the inbox for conversations from your widget: watch what the AI answers, take over when needed, share files and block visitors who cause trouble. The handoff itself (working hours, teams, rules, WhatsApp / SMS alerts) is on the Human handoff page.

The inbox

The conversation list sits on the left and the selected conversation on the right. You can filter the list by status, assignee and tag. New conversations and messages appear instantly (the header says Live); if the connection drops, the screen refreshes itself at regular intervals.

Search

The box above the list searches the customer's name, email and message text (at least 2 characters). The matching part of the message shows under the row. Case doesn't matter, including the Turkish İ/ı; characters such as % and _ are searched as they are. Search only covers your own account's conversations; if it takes longer than 5 seconds, the screen says so and asks for a more specific word.

Take over, reply, close

To reply, Take over first: the conversation is assigned to you and the AI goes quiet. You can hand control back to the AI, close the conversation as Resolved, and Reopen a closed one. Taking over a conversation another agent has sends them an email. Canned responses, internal notes, tags and AI assistance (summary, suggestion, rewrite, translation) are on the same screen. Teams, handoff rules and working hours: Human handoff.

The “typing…” indicator

While a person is handling the chat (taken over, or waiting for the team), The visitor is typing… appears under the open conversation when the visitor starts typing; it clears 6 seconds after the last keystroke or when the message arrives. While you type in the reply box, the visitor sees typing dots in the widget. No text is sent ahead of time, only the “typing” signal; your message goes out only when you press Send.

File sharing

While a person is handling the chat, the visitor can send a file with the paperclip button in the widget, and you can send one with the file button next to Send once you've taken over. A file shows up in the conversation as a message.

Rule	Details
Types	PDF, PNG, JPG, TXT. The content must match the extension: a program named .pdf is refused.
Size and count	Up to 10 MB per file; 3 at a time and 20 per conversation. At most 200 files a day from visitors per account.
Virus scan	Every file is scanned; until the scan finishes it says scanning… and can't be downloaded. A file that fails the scan can't be opened.
Rejected files	Recorded and shown with the reason (type, size, empty file…); nothing disappears silently.
Downloading	A file is always downloaded, never opened in the browser. Files an agent sends are not emailed, and the AI doesn't read files.
Retention	After 12 months the file itself is deleted; the conversation keeps its name and the fact that it was deleted.

Block a visitor

To block a visitor who is causing trouble, use Block visitor in the conversation header (you'll be asked to confirm). The block covers the visitor's session, their email if they left one, and the IP address of their last message. Anything a blocked visitor writes in the widget doesn't reach you and the AI doesn't reply (and uses none of your quota); the visitor only sees “Your message can't be delivered right now.”, can't leave an email and can't be passed to the team. The conversation gets a Blocked label.

• Lift a block under Widget Settings › Blocked visitors. Values are masked there (a***@example.com, 85.105.x.x); the full values aren't stored.
• Blocking and unblocking are written to the Audit Log.
• A block deals with nuisance; it isn't a security boundary. A visitor who clears their browser and comes from another network isn't recognized.

Notifications

The sound button in the header plays a sound on new messages; the bell turns on desktop notifications (the browser asks for permission). With the bell on, notifications arrive even when the panel is closed: a new conversation, a conversation handed to the team, a visitor message in a conversation you've taken over, and the waiting alert. While the panel is open, the tab itself alerts you; a browser notification is only sent while the panel is closed, so the same event doesn't ring twice. If the conversation is assigned to someone, only that person is notified; otherwise everyone who can handle Conversations. The same person gets at most one notification per conversation per minute.

• A notification has no message text, visitor name or email; only what happened and a link to the conversation. Clicking it opens the conversation.
• Send a test sends a test notification to this browser.
• Notifications are per browser: turn the bell on on each computer or browser. The operating system must allow notifications too; on iPhone and iPad, Safari only notifies for sites added to the Home Screen.