> ## Documentation Index
> Fetch the complete documentation index at: https://docs.botcadence.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Monitor and manage customer conversations in the Operate inbox

**Conversations** is the live inbox under **Operate**. View and manage customer conversations in one place: thread list, chat, and details.

Open **Operate → Conversations** in the project sidebar.

## Layout

The page has three panes:

1. **Conversation history** — searchable, filterable list with real-time updates (“New messages”).
2. **Active chat** — full message history, takeover controls, and WhatsApp template actions when needed.
3. **Details aside** — customer, handovers, summary, follow-ups, meetings, tickets, notifications, and WhatsApp broadcasts (toggleable on smaller screens).

## Find a conversation

Use **Search**, then open filters:

| Filter     | Options                                                                               |
| ---------- | ------------------------------------------------------------------------------------- |
| Status     | All, Live, Closed, Failed, No Answer, Busy                                            |
| Channel    | Web chat, WhatsApp, Slack, Telegram, Email, Messenger, Instagram, API, SMS, Web voice |
| Resolution | All, Resolved, Partially resolved, Unresolved                                         |
| Date Range | Today, This Week, This Month, Last Month, This Year, or custom                        |
| Assignment | All, **My Handover**                                                                  |

Empty states: **No conversations yet** or **No conversations found**. Adjust search or filters if the list is empty.

## Work a conversation

<Steps>
  <Step title="Open a thread">
    Select a conversation from the list. Past sessions for the same customer appear when available.
  </Step>

  <Step title="Take over or return to AI">
    When AI is handling the chat, use **Take over**. When you are handling it, use **Return to AI**. Banners show whether AI, you, or another agent is handling the chat. If another agent has it, you can view messages but cannot reply.
  </Step>

  <Step title="Close when done">
    Use **Close conversation** and confirm. Closing ends the session for the customer.
  </Step>
</Steps>

<Check>
  After takeover, the banner shows you are handling the chat and you can reply. After **Return to AI**, the AI continues the conversation.
</Check>

### WhatsApp messaging window

On WhatsApp, free-form reply works only within **24 hours** of the customer’s last message. When the window is closed, the UI shows **Messaging window closed**. Send an approved WhatsApp template to reopen the chat, or wait for the customer to message again. Template management: [WhatsApp Templates](/docs/outreach/whatsapp/templates).

### Summary

Use **Generate Summary** or **Regenerate Summary** on the details aside to create a concise session summary for your team.

## Details aside

From the selected conversation you can open linked customer context, active or last handover, follow-up actions, meetings, tickets, notifications, and WhatsApp broadcast history. Deep links support `customer_profile_id` and `conversation_id` query params.

<Note>
  Operate Conversations is the chat-style inbox (including **Web voice** in the channel filter). Put phone lines live under [Inbounds](/docs/deploy/inbounds) and outbound dialing under [Campaigns](/docs/outreach/campaigns). Customer profiles under [Customers](/docs/operate/customers) unify chats and calls.
</Note>

## Live handovers

To work only conversations assigned to you for human help, set Assignment to **My Handover**. Metrics for handover volume and resolution time are on [Handover](/docs/operate/handover) (Handover Insights).