## 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

- [The conversation screen: queues, panels and context](/hc/ajuda/articles/conversations-tela-de-conversas-en)
- [Replying, private notes and mentions](/hc/ajuda/articles/conversations-responder-notas-mencoes-en)
- [Assignment, status, priority and labels](/hc/ajuda/articles/conversations-atribuicao-status-prioridade-labels-en)