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Work conversations

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

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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.

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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 search, status filters, priority filters, pending filters, sorting, and column visibility to scan the queue.

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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. The detail workspace includes:

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

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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.

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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.

Pending conversations can include Pending On and Pending Reason metadata so the queue explains why work is waiting.

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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.

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Reply and take notes

Use the timeline composer for the active channel when a conversation supports replies. 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.
• 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.

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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.

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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.