Conversations
Browse, filter, and manage every chat that has happened across your Informly widgets from a single page.
A conversation is the full back-and-forth between a customer and one of your widgets — every message the customer typed, every reply the AI sent, and every handoff or note your team added along the way. The Conversations page is where you go to read, search, triage, and act on all of that history in one place.
Go to Conversations from the sidebar. You'll land on a list view with a stats banner at the top, filters on the left, and the conversation table on the right.
What you see on the list
The stats banner gives you a quick read on volume and unfinished work.
| Stat | Meaning |
|---|---|
| Total | Every conversation that has ever happened in this organization. |
| Today | Conversations that started in the last 24 hours. |
| Unresolved | Conversations that don't have a resolved status yet — useful as a triage queue. |
Each row in the table shows the customer, the widget the chat happened on, the last message preview, the assigned agent (if any), the status, and the time of the most recent message.
Search and filter
Use the search box at the top of the page for free-text matches against message content and customer name. Filters narrow the list further:
- Widget — limit to one widget.
- Status — open, resolved, escalated, and so on.
- Date range — pick a window or use the presets.
- Assigned agent — show only chats handled by a specific teammate.
Filters stack, so you can combine a date range with a single widget to audit a campaign or a launch.
Open a conversation
Click any row to open the full thread. From the detail view you can read the entire message history, see citations the AI used, add notes, tag the chat, and take over from the AI if you need to. See Working with a conversation for the full tour.
Bulk actions
Tick the checkbox on multiple rows to surface the bulk action bar. From there you can:
Reassign
Hand a batch of conversations off to a different agent — useful when someone goes on PTO and you need to move their queue.
Tag
Apply one or more tags to every selected conversation at once. Tags are searchable and help you slice the list later.
Delete
Permanently remove the selected conversations. Deletion can't be undone, so the action prompts for confirmation first.
Bulk delete is permanent. If you only want a conversation out of the way temporarily, change its status to resolved instead.
Real-time updates
The list updates live. New conversations appear at the top the moment a customer sends their first message, and the unread counter ticks up without a refresh. Informly uses websockets (Laravel Reverb) under the hood, so as long as the page is open you're seeing the current state.
This matters most when your team is doing live support — see Agent workspace for the queue view designed around that workflow.
Export to CSV
Click Export above the table to download the filtered list as a CSV. The export respects whatever filters you have applied, so you can pull "all resolved chats from the billing widget last month" with one click. Use the CSV for reporting, audits, or feeding another tool.
What's next
Notifications
Route per-widget alerts to Slack, Discord, or email when something noteworthy happens in an Informly chat — like a low rating, a handoff request, or a new conversation.
Working with a conversation
Open any conversation to read the full thread, add internal notes, tag it, and take action on handoff or AI suggestions.