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
- Open Conversations in the left sidebar.
- Pick the queue you want (all, assigned to you, unassigned, mentions, etc.).
- Select a conversation from the list to open it in the center panel.
- Read the history, check the contact's context in the right panel and reply.
- Classify the conversation (assignment, status, priority, labels) per your process.
- When you're done, resolve the conversation. To pick it up later, snooze it.
Settings & options
- Open conversation: its item has a highlighted background and a side bar in light and dark themes, both in the list and in the collapsed avatar rail. Use Tab to focus an item and Enter to open it.
- Bulk selection: checked boxes select conversations for bulk actions. The side bar still identifies the open conversation, even when its box is also checked.
- Queue position: when you open a conversation already in the loaded queue, the list brings it into view once, if needed. If the list was hidden, this happens when it appears with the conversation still in the URL, on desktop, tablet or mobile. The Back button opens the list URL without a conversation and cancels this positioning: it does not highlight or bring the previous conversation into view. Real-time updates do not pull your scroll position back; the device preference to reduce motion is respected.
- 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 opened a link but cannot see a highlighted item: the highlight follows the current queue and filters. A conversation outside those filters or outside the loaded part of the queue can open in the panel without appearing in the list. Adjust the filters or load more conversations to find it.
- 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.