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Support overview and the conversation lifecycle

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Support is the heart of ConversaLabs: it's where every message arriving from any channel (WhatsApp, website, email, social and more) becomes a conversation your team can answer, organize and resolve in one place. Each conversation gathers the full history, the contact's context and the available actions (reply, assign, classify, snooze, resolve).

This article gives the big picture of the flow. The other articles in this category cover each part in detail: the conversation screen, the ways to reply, assignment and classification, macros, canned responses, search, filters and SLA.

Prerequisites

  • An active ConversaLabs account and a user with an agent or administrator role.
  • At least one connected inbox (a channel), so there are conversations to handle.

Step by step

  1. Open Conversations in the left sidebar.
  2. Pick the queue you want (all, assigned to you, unassigned, mentions, etc.).
  3. Select a conversation from the list to open it in the center panel.
  4. Read the history, check the contact's context in the right panel and reply.
  5. Classify the conversation (assignment, status, priority, labels) per your process.
  6. When you're done, resolve the conversation. To pick it up later, snooze it.

Settings & options

  • Queues and panels: the conversation list, the conversation panel and the contact context panel.
  • Reply vs. private note: answer the contact, or write an internal note visible only to the team.
  • Classification: assignment to an agent/team, status, priority and labels.
  • Accelerators: macros (sequences of actions), canned responses (shortcuts) and attachments.

Use cases

  • Centralize support across multiple channels in a single screen, with one shared way of working.
  • Distribute conversations across agents and teams and track what's open, pending or resolved.
  • Standardize repetitive replies and actions with macros and canned responses.

Tips, limits & best practices

  • Define a standard for status, priority and labels early to keep reports consistent.
  • Use private notes and mentions to align with colleagues without exposing anything to the contact.
  • Resolve when done: it keeps queues clean and metrics trustworthy.

Troubleshooting

  • I see no conversations: confirm an inbox is connected and that you have access to it.
  • The conversation doesn't update in real time: reload the page and check your network connection.

See also