#Conversation

The Conversation section is where your team handles live chats, takes over complex cases, reviews history, and checks email follow-up from the same workflow.

#Recommended page order

1. All Conversations
2. Human Handoff
3. Archived
4. Email Records

#What each page is for

• All Conversations is the main queue for day-to-day chat handling.
• Human Handoff keeps active agent-owned conversations easy to spot.
• Archived is the history view for review, QA, and returning cases.
• Email Records helps you confirm follow-up that continued outside live chat.

#Shared detail view

No matter which list you open from, the conversation detail view usually includes:

• Messages
• Ticket
• Detail
• Email
• Orders

Common actions include translation, answer correction, email follow-up, reference lookup, blocking, and archiving.

Treat these four pages as separate queues with different purposes, not as one oversized inbox.