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Everything on this page is about one thread: who owns it, what state it is in, and what your team can see about the person on the other end.

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Status

A conversation is Open, Pending or Closed. Change it from the dropdown in the thread header, or from the row’s actions menu without opening the thread at all. Closing does not archive or hide anything — the conversation stays in the list, and the Closed filter is how you keep it out of your working queue. A new message from the customer arrives in the same conversation whatever its status.
Triage from the list, not from the thread. Opening a conversation marks it read, which is exactly what you were avoiding when you decided to deal with it later.

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The row actions menu

Hover a row in the conversation list and a menu appears in its top-right corner. Deleting cannot be undone. The contact is not deleted, and a new message from them starts a fresh conversation. Members with the Viewer role see only Copy number / Copy handle — they can read the Inbox but not change anything in it. See Members and roles.

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Owner — a teammate or an AI agent

The Owner dropdown in the thread header answers one question: who has this thread. It lists the workspace’s AI agents first, then your teammates, each with a presence dot showing whether they are online. Your own row is marked (me).
  • Picking a teammate assigns the conversation to them. It also stands the AI down: while a human owns a thread, the bot does not reply to it.
  • Picking an AI agent hands the thread to that agent and clears the human assignment.
  • Unassign clears the human owner only. The agent that had the thread earlier picks it back up, so the customer does not meet a new persona because the thread changed hands twice.
The button label shows the current answer: a teammate’s name, an agent’s name, AI paused, or Unassigned.

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Pausing the AI on one thread

Next to the owner control is a switch reading AI on, AI paused or AI standing by.
  • AI on — an agent may answer this conversation.
  • AI paused — you have paused it here. This happens automatically the moment a human replies, so the bot never talks over an agent mid-sentence. Click to resume.
  • AI standing by — a teammate owns the thread, so the agent is silent whatever the pause setting says. Clear the owner to let it reply.
Everything else about agents is on AI agents.

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Who else is looking

The Inbox shows live presence, so two people do not answer the same customer twice.
  • A small people glyph on a list row means a teammate has that conversation open.
  • Inside the thread, a strip under the header names them: “Anil is also viewing”, or “Anil is also replying” once they start typing. Typing outranks viewing. Past two people it becomes “Anil and 3 others”.
Presence is based on tabs that are actually open; an entry older than about a minute and a half is ignored, so a suspended laptop does not keep claiming a thread.

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The contact panel

The panel beside the thread carries what you need mid-conversation, without leaving it.
  • Name, company and avatar, with the phone number or @handle as a click-to-copy row, plus the email when there is one.
  • Tags on the contact.
  • Segments the contact belongs to, with an Edit link that opens the segment picker. Filter segments work out their own members and cannot be edited here — see Segments.
  • Active Deals — title, value and stage for each deal raised against this contact. See Pipelines and deals.
  • Notes — a box to write one and the list of previous notes with their dates. Notes are internal; the customer never sees them.
For the full record — the address, custom fields, marketing consent and the whole activity timeline — open the contact from Contacts.

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The reply window

On WhatsApp the header carries a countdown pill showing how long is left in the 24-hour window that opened when the customer last wrote. When it runs out the pill reads Expired, the composer is disabled and only an approved template will send. Read The 24-hour window for the rule itself, and Sending messages for what to do about it. Instagram has the same 24-hour limit but no templates, so a closed Instagram thread waits until the person writes again. Website chats have no window at all.