Conversations allows you to easily manage all your customer conversations from one place.

Navigation menu

From the left-hand navigation panel, you can quickly access:

My messages: conversations assigned to you. Unassigned: conversations that haven't been assigned to any agent. All messages: all current and past conversations. Visitors online: view visitors currently browsing your website. ➡️ To learn more, check our dedicated article Understand the Visitors online page. Statistics: monitor your team's performance and response data. ➡️ To learn more, check our dedicated article Understand the Statistics page.

Conversations dashboard

Your Conversations dashboard is made of three sections:

Messages listing Message window Contact details

Messages listing Message window Contact details

From the messages listing, you can:

Click the agent's picture and status to switch your status between Online and Offline, and access your Chat profile, availability or notifications settings. Click the pen and sheet icon to compose an email. Click All channels to filter by channel (email, chat & social). Click Open to filter by Open or Closed conversations. Click the sorting icon to sort your conversations from oldest to newest or from newest to oldest. Hover over a message and click the checkmark to close a conversation, or select multiple conversations to close or delete them in bulk. To learn more, check our dedicated article Filter, close, and delete conversations.

From the message window, you can:

1. Click the checkmark icon to close the conversation.
2. Click the block icon 🚫 to block or ban the contact.
3. Click the bin icon to delete the conversation.
4. Click the group icon to assign the visitor to a group.
5. Click the agents icon to assign the visitor to an agent.
   To learn more, check our dedicated article Assign visitors to a specific agent or group.
6. Type a message. You can apply formatting to your text, add links, use saved replies and email templates, and attach one or several files up to 10MB. You can either:
   • Reply: Your contact will receive the message.
   • Comment: The comment is internal, and only you and other agents can see it. This is useful is you want to give more context to an agent before reassigning the conversation, or arrange your notes before replying.

From the contacts details, you can:

Open the contact detail page. View key information: First name, last name, email, phone number, notes, and more. Click Start a session to see and take control of your visitor's screen. View when and where was your visitor's last session on your website. View the referrer: URL data from an HTTP header field identifying the web link used to direct users to a web page. View the location, local time, OS / Device, and browser of your visitor.

The contact details section can be filled manually, using the contact form bot, or through plugins.

Explanation of the different statuses of a conversation

A dot on the message card indicates the conversation's status:

• No dot: The conversation has been read, replied to, or closed.
• 🟣 Purple: A new conversation not yet assigned, or a new message in conversation assigned to you (until opened).
• 🔴 Red: A missed conversation or unresponsive agents. This appears when the assigned agents are offline or haven't replied within 30 seconds. The dot remains until someone replies or agents come back online.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo Agency partner.