​

Work conversations

The Conversations workspace is where agents handle customer issues across chat, email, voice, and related follow-up.

​

Prerequisites

Before you work conversations:

• You can sign in to the correct tenant.
• Your user has permission to view conversations.
• You are assigned an agent role if you need to receive routed work.
• You are Ready when you want to receive new routing offers.

​

Use views to find work

The Views tab shows conversation lists. Common views include:

• My Conversations for work assigned to you.
• Available Live Conversations for live work that can be opened without a routing offer.
• Open Conversations for active tenant work.
• Team views for teams you belong to.
• Shared or personal views configured by administrators.

Use Edit in the Views panel to reorder visible views for your own workspace. Your order follows you for the same tenant and does not change anyone else’s default order. Use Add view to open the personal view dialog without leaving Conversations when your role allows personal view management. Use search, status filters, priority filters, pending filters, sorting, and column visibility to scan the queue.

​

Open a conversation

Selecting a row opens the conversation in a workspace tab. Conversation tabs stay inside the CXP app, so you can keep several conversations open without using browser tabs. Select the contact name or email beneath the conversation subject to open that customer’s Contact 360 record as another workspace tab. Your conversation tabs remain open and continue receiving activity while you review or edit the contact. When another open conversation receives customer activity, its tab shows a red unread marker. Notification cues are enabled by default and can play a short message sound when that background marker first appears; the active conversation stays silent. Browser-tab attention also stays on while any conversation tab has a red unread marker. You can change cue, sound, and browser-tab attention settings in My Profile. The detail workspace includes:

• Conversation summary and customer context
• Timeline of messages, events, and channel activity
• Status, priority, category, tags, assignment, associated team, and custom fields
• Contact context
• Realtime media handling, Agent Assist, and CSAT in the right rail
• Channel-specific composers or controls when available

Agent-authored timeline rows show the agent’s current profile photo. If the photo is unavailable or cannot be loaded, CXP shows the agent’s initials. Files accepted from web chat appear in a Files uploaded system row. Use the attachment control on that row to preview or download the stored file through the authenticated conversation view. When CXP analyzes a file uploaded through web chat, the generated transcript row is labeled Upload Analysis so it is not mistaken for text typed by the customer. Its smaller text appears on a subtle gray background. The analysis is collapsed to three lines with a trailing ellipsis by default; use the darker chevron to expand or collapse the full content. For analyzed inbound email attachments, CXP keeps the customer’s complete email visible and places generated content below an Attached files analysis divider. Each result begins with its attachment filename, and separate files have visible dividers between their results. Long analysis is limited to three lines initially. Use its chevron to expand or collapse the full bounded analysis; short analysis has no unnecessary toggle. The email’s attachment tiles remain directly below the message.

​

Accept routed work

When CXP routes live work to you, an incoming offer appears in the app shell. You can:

• Accept to take ownership.
• Decline to return the work to routing.

If you are not Ready, CXP should not offer you new routed work. After-hours AI Assistant handoffs appear as team follow-up assignments rather than incoming live offers. The conversation keeps its actual chat or voice channel, even when the contact has an email address. A later authorized agent takeover can move that team assignment to the agent.

​

Assign a conversation

Open Assignee to choose from a team-and-agent hierarchy. All Agents contains every active agent, and each configured team contains its active members. An agent can appear in more than one team. Select either a team or an agent under a team, then select Update to apply the change; closing the dialog before Update discards the draft selection. Selecting an agent under a configured team records both the agent assignment and that team association. Selecting an agent under All Agents assigns the agent without an associated team. Selecting a team row assigns the conversation to that team. Use the separate Team control to change the association without changing the current assignee, or choose No team to clear it. Search matches both team and agent names. A matching agent remains visible under every team where that agent belongs.

​

Update lifecycle

Use conversation status to reflect the current state:

• Use Open for active work.
• Use Pending when waiting on the customer, another party, or a configured reason.
• Use Resolved when the issue appears solved but should remain reopenable.
• Use Closed when the conversation is finalized.

Closing a conversation with an active web chat also ends that chat. The customer sees that the agent left, and the current widget connection closes so their next message can start or resolve to the appropriate conversation. When Chat or Voice is active, the Realtime media panel identifies the current Handler. When an active route is still waiting for a human Handler, the panel shows Concierge (queued). For your own assigned media it also shows connection status. Use the panel’s single Disconnect action to leave every active realtime medium you currently handle in that conversation. Chat and Voice are settled independently, so CXP reports which medium failed if only part of the action succeeds. When a customer starts a new widget chat after an earlier chat ended, CXP can reuse the same non-closed conversation while creating a distinct chat interaction. The new interaction begins with the AI Assistant even if an agent handled the earlier interaction. If the customer needs human help again, CXP creates or joins the conversation’s current live route. Pending conversations can include Pending On and Pending Reason metadata so the queue explains why work is waiting.

​

Correct the conversation contact

If a conversation is associated with the wrong customer, open Contact in the left controls rail and select Change Contact. CXP initially shows the ten contacts updated most recently. Search by name, email address, or phone number, choose a result, and then select Select. If the customer does not have a contact yet, use Create New; CXP assigns the new contact after it is created successfully. In Simple conversation mode, a contact can have only one non-closed conversation. If the selected contact already has one, CXP leaves the current conversation unchanged and tells you which conversation to merge into. In Advanced mode, the contact change proceeds even when the contact has another non-closed conversation. The reserved Anonymous contact is not available in the selector. When the current conversation is still anonymous, the Contact tab shows only an A avatar and Anonymous until a real contact is assigned.

​

Merge duplicate conversations

If two active conversations represent the same customer issue, agents with update permission can merge the current conversation into another conversation. Use Merge from the conversation detail header, search for the target conversation, review the warning, and confirm. Merge is not reversible. CXP adds an internal merge note to the target, then copies customer, agent, assistant, and internal-note history after that note. If the source has a summary, CXP carries it into the target summary; if the target has no subject, CXP uses the source subject. The source conversation is closed with its own merge note, and merge-note conversation links open conversation tabs inside the same CXP browser tab. If the source conversation is Open and the target is Pending or Resolved, CXP reopens the target to Open as part of the merge. This also applies when a returning customer’s new web chat is automatically merged into their existing non-closed conversation.

​

Reply and take notes

For an Open conversation, Public reply offers only the channels that can currently reach the contact:

• Email is available when the contact has a primary or secondary email address.
• Chat is available only while the conversation has an active chat interaction and you are its connected Handler.

A voice call does not add a Public Reply choice. If neither Email nor Chat is available, CXP selects Internal note and disables Public reply. Depending on channel and assignment, you may be able to:

• Send public replies.
• Add internal notes.
• Reply to email with editable recipients.
• Include email attachments.
• Attach allowed files to an active web chat, or paste, select, and drop allowed images.
• Use voice controls for active calls.

Internal notes are for agent and team context. Public replies are sent to the customer through the selected channel. Pending and Resolved conversations keep the composer available for Internal notes only. Closed conversations do not show the composer. Use the Conversation controls rail to assign or take over work when sending requires it. After a successful takeover of active Chat, CXP selects Chat and focuses its composer. It does the same when an active Chat is newly attached to a Voice conversation you already handle, unless you are writing an Internal note or explicitly selected another reply channel. Chat stays unavailable when another Handler owns the realtime media. For an assigned active web chat, select Attach to add a file, or paste or drop an image into the composer. You can send attachments with text or as an attachment-only reply. Remove an attachment from the draft before sending if you no longer want to share it. Images appear inline in the customer widget; other files appear as links using the original filename. Customer attachment links and image previews remain available for 24 hours after the message is sent. In the conversation transcript, sent images and files use the same compact attachment tiles as email attachments. Select an image tile to open the expanded authenticated preview or download the image. In web chat, the customer widget distinguishes AI Assistant replies, replies from the assigned human agent, and lifecycle notices such as an agent joining or leaving the chat. Human replies show the agent’s public display name when available, while lifecycle notices use a separate system presentation. The same presentation is retained if the widget reconnects and recovers missed messages. Use Cmd+Enter on macOS or Ctrl+Enter on Windows/Linux to activate the composer Send action from the keyboard.

​

Use Agent Assist

When Agent Assist is available for an assigned conversation, it appears in the right rail. You can ask questions about the conversation and review suggested actions. Agent Assist does not send messages to customers. Suggested replies and notes must be reviewed and applied by an agent.

​

Create a manual conversation

If you have conversation creation permission, use New conversation from the Conversations workspace or Contact 360. Manual conversations can capture:

• Subject
• Contact
• Organization
• Status
• Priority
• Assignee
• Category
• Summary

After creation, CXP opens the new conversation in the Conversations workspace.