• English

      • All Conversations

      Conversations > All Conversations is the main operating queue for chats handled by HeiChat across channels.

      What you can see at a glance

      Each row helps your team quickly judge whether a conversation needs attention.

      Key fields:

      • Online status
      • Guest name
      • Contact information
      • Status
      • Tags
      • Created time

      Tags are especially useful because they expose themes such as sales leads, policy questions, order checks, tickets, conversions, and human intervention.

      Filters your team should actually use

      Useful filters include:

      • Data source
      • Sort order
      • Email
      • Creation date range
      • Online status
      • Read status
      • Reply status
      • Control status
      • Archive status
      • Close status
      • Tags
      • Custom tags on supported plans

      These filters matter because All Conversations becomes noisy very quickly once traffic grows.

      Understanding the conversation lifecycle

      HeiChat can close conversations after long inactivity. For a limited period, the shopper may continue the same thread instead of starting from scratch.

      Operationally, this affects:

      • Whether an existing conversation keeps its history
      • Whether reporting stays attached to the original thread
      • Whether your queue shows the case as still active

      What you can do inside the detail view

      In Messages

      Your team can:

      • Translate customer messages
      • Correct poor AI answers
      • Send email if SMTP is configured and the customer has an email address
      • View the knowledge references behind an AI answer

      Live chat takeover

      If your plan supports it, Go Live Chat hands control to a human agent.

      When used:

      • The AI stops leading the conversation
      • The manual reply box becomes active
      • Translation can help the agent respond across languages

      Other tabs

      • Ticket links the case to support tickets
      • Detail shows customer and session metadata
      • Email shows sent emails
      • Orders shows attributed orders

      A practical working pattern

      1. Use filters to reduce the list to the team or case type you need.
      2. Open the conversation detail and inspect the messages first.
      3. Correct weak AI behavior when possible instead of only fixing the case manually.
      4. Switch to live chat only when human judgment is truly needed.