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.
When you click into a conversation from the Conversations list you get the full thread plus everything Informly knows about the customer and the chat. This page walks through what each panel does and how to act on it.
The message thread
The main column shows every message in order, with the sender labeled (customer, AI, or a named human agent) and a timestamp. Messages the AI sent show the citations it used — short links to the document chunks that informed the answer. Click a citation to open the source document on the exact passage.
If a handoff is active, messages from human agents are marked with the agent's name and avatar so the customer's experience is clear at a glance.
Customer and context sidebar
The right sidebar collects everything outside of the messages themselves:
| Section | What's in it |
|---|---|
| Customer | Name, email if known, plus device and browser. |
| Widget | The widget that hosted the chat, with a link to its config. |
| Context | The page URL where the chat happened, the language Informly detected, and an overall sentiment score. |
The page URL is especially useful for debugging — if a customer is stuck on a specific step, you can click straight through to see what they were looking at.
Internal notes
Notes are messages only your team can see — the customer never reads them. They sit inline with the message thread but render in a distinct color.
Use notes for:
- Context for the next agent ("called billing already, waiting on a refund code")
- Reminders about the customer ("VIP — escalate first")
- Decisions you've made but haven't acted on yet
Notes are the single most useful thing you can leave before a handoff or shift change. Future you, or your teammate, will thank you.
Tags
Tags help you slice the conversation list later. There are two ways to add them.
Open the Tags picker in the sidebar, type a tag name, and press enter. You can add as many tags as you like. Existing tags from your organization appear as suggestions as you type.
Click Auto-tag and Informly reads the conversation, then suggests tags based on the message content. Accept the ones that fit and ignore the rest. Auto-tag uses the same vocabulary as your manual tags, so it stays consistent with what your team already uses.
AI suggestions
Two suggestion panels surface insights from the conversation.
Document suggestions
When the AI couldn't fully answer a question, Informly looks at what was asked and proposes documents that would have helped. This is the fastest way to spot knowledge gaps — pair it with conversation feedback and you have a shortlist of articles to write next.
Copilot suggestions
When a human agent is in the composer about to reply, the copilot surfaces phrasing pulled from past similar conversations. Use a suggestion as-is, edit it, or ignore it. The copilot only watches the active draft — it never sends anything on its own.
Handoff controls
If a handoff is active on this conversation, the sidebar shows an Assignment block with the assigned agent and three controls:
Transfer
Move the conversation to another agent or to a different department. The new owner gets a notification and the chat appears in their queue.
Release
Put the conversation back into the queue so any available agent can pick it up.
End conversation
Wrap the chat up. The customer sees a closing message and (if you've configured it) gets the feedback prompt.
For the full handoff workflow, see Agent workspace.