Use the Conversations inbox
Find your way around the Conversations inbox. Switch between views, search and filter conversations, and read what each status means.
Updated 5 min read
On this page
Conversations is the one inbox for every channel you've connected. It shows what your AI agent is handling, what needs your team, and what's already resolved.
Time: about 5 minutes to read
Before you start
- Every role can open Conversations. Owners, Admins, Supervisors and Agents can act on conversations. Viewers can read them but can't change them.
- Owners, Admins and Supervisors see every conversation. Agents and Viewers see only conversations assigned to them, unassigned conversations, and conversations where a teammate mentioned them in a note.
- Conversations appear here once a customer writes to you on a channel you've connected. See Install Mevrik Messenger or the guides under Connect your channels.
Open a conversation
- In the console, click Conversations in the main menu.
- Pick a view from the tiles at the top of the list (see Views).
- Click a conversation in the list. The conversation opens next to the list.
When you open a view, Mevrik opens the top conversation in it for you.
Each row in the list shows the customer's name, a channel icon, the start of the latest message, a status label, the number of unread messages and who the conversation is assigned to. A customer without a name is shown as Guest with a short number. The list is sorted Most recent first.
Views
The tiles at the top of the list are your views. A number on a tile shows how many conversations are in it. Tiles with nothing in them show no number.
| View | What it shows |
|---|---|
| My open | Open conversations assigned to you. |
| My mentions | Internal notes where a teammate mentioned you. See Mentions. |
| All open | Every open conversation. |
| Resolved today | The number counts conversations resolved today. The list shows every resolved conversation, not only today's. |
| Assigned to my team | Conversations assigned to your teammates. Agents and Viewers don't see these, so this view stays empty for them. |
| Unassigned | Conversations waiting for someone to pick them up. |
| AI handover queue | The number counts conversations your AI agent has handed over to a person and that are still waiting. The list under it isn't filtered yet and shows all conversations. |
| Awaiting approval | Actions your AI agent wants to take and needs a person to approve. |
| AI handling | Conversations your AI agent is answering right now. |
On a narrow tile the name is shortened, for example My team, Handover and Approvals. Hover over a tile to see its full name.
Drag to resize the views
Drag the small grip under the tiles to make the views area taller or shorter. Double-click it to reset.
Search and filter
Above the list there is a Search… box. Type a customer's name or a few words from a message.
Click Filters to narrow the list. The button shows how many filters are on, for example Filters (2). You can combine:
- Channel type: tick one or more channels, for example WhatsApp or Email. Only channels you've connected are listed. If you haven't connected any, you'll see "No connected channels."
- Assignee: pick a teammate. Search teammates by name.
- Date range: click Pick a date range and choose a start and end date.
Clear next to a filter removes just that filter. If nothing matches you'll see "No matching conversations". Click Clear filters to start again.
The Filters button isn't shown in the My mentions view.
What the status labels mean
Each conversation has a status label in the list and at the top of the conversation.
| Label | Meaning |
|---|---|
| New | An open conversation that no one has picked up yet. |
| AI active | Your AI agent is handling the conversation. An AI tag also appears next to the customer's name. |
| Human active | A teammate has taken over and the AI agent has stopped replying. |
| Escalated | The AI agent has handed it over and nobody has it yet. A person needs to pick it up. |
| Mine | The conversation is assigned to a teammate while the AI agent is still active. |
| Waiting | The conversation is waiting. |
| Resolved | The conversation is closed. |
The context panel
Beside an open conversation, the context panel shows more about it. Use the tabs to switch:
- AI Activity: what your AI agent did in this conversation.
- Profile: who the customer is.
- History: the customer's earlier conversations.
- Knowledge: search your knowledge base while you reply, and add an answer to your reply.
- Tasks: tasks linked to this conversation. See Tasks.
- Side conversations: private chats with teammates about this conversation. The customer never sees them.
Click the panel button in the top-right of the conversation to show or hide it. On wide screens Mevrik remembers whether you left it open.
See what the AI did
For chat conversations, the Default and Thinking switch at the top of the conversation lets you flip between the normal transcript and a turn-by-turn view of what the AI agent did. Email and comment conversations don't have this switch.
Troubleshooting
"Couldn't load conversations" Check your connection, then click Try again.
A view says it is empty Empty views say what will appear there, for example "Nothing assigned to you" or "No open conversations". Nothing is wrong. New conversations from your channels will appear as they arrive.
I can't reply or resolve Viewers can't change conversations. Ask an Owner or Admin to change your role.