Viewing and sharing conversations
Open a conversation in the inbox, see the customer's history, reply or add an internal note, transfer it to another agent, and share or export it.
When you open a conversation in the unified inbox, you see the full exchange between the customer, the AI agent and any human agents, plus everything Robylon knows about the customer. This page covers what you can do from there.
Open a conversation
Click a conversation in the list. The centre pane shows the messages, with each sender labelled (the customer, the AI agent, or a human agent). The header shows the customer’s name, phone number and email, and each conversation card shows its channel, its ID and THT (total handle time).
The right-hand details panel shows the conversation’s Group, Assignee and Priority, the customer’s info, back-office tickets, properties, tags and intents.
Presence and SLA in the header
The conversation header shows whether the customer is still on the chat, and how close the conversation is to its SLA target.
- Presence: the ID line shows a green Online when the customer had the chat widget open in the last 90 seconds and the conversation is not closed. Otherwise it shows a grey “Last seen 5m ago” (or “just now”, or “3h ago”). After 24 hours it shows the date instead, as “28 Mar”. Hover over it to see the exact time. Presence shows only on chats from your Robylon chat widget. Conversations on every other channel show no presence.
- SLA pill: when an SLA policy is timing the conversation, a pill shows the time on its most urgent clock, as “18m left” or “12m overdue”. It is green when on time, orange when due soon and red when overdue. Hover over it to see every running clock and its goal. See SLA clocks in the inbox.
See the customer’s earlier conversations
Open the three-dot menu in the conversation header and turn on View all conversations to load the customer’s other conversations from the last 30 days, with the AI or with any agent, on any channel. When it is off, only the current conversation is shown.
To have it on every time you open a conversation, turn on View all of the customer’s conversations by default under Inbox Settings in your profile. To find conversations older than 30 days, filter the conversation list by Date Range.
Read a quick summary
Click the arrow next to a conversation’s title to open an AI Generated summary with the context and the customer’s issues. Summaries use the AI Chat Summary feature, which is turned on in Settings → AI Intelligence → AI Behavior.
Reply
Type in the composer at the bottom of the conversation and click Send. The composer has two tabs:
- Send Reply: a message the customer sees.
- Add Note: an internal note only your team sees. Use @mentions to bring in a teammate.
From the composer you can also:
- Format text (bold, italic, underline, strikethrough) and attach images or files.
- Insert a canned response by typing
/and its command. - Run a macro with the lightning icon, or from its button in the right panel.
- Send a WhatsApp template with Send a WhatsApp template, when the WhatsApp 24-hour window has closed.
Take control
If the conversation is being handled by the AI agent or by another agent, the composer shows who is working on it and a Take control button. Click it to take over the conversation yourself.
Take control assigns the conversation to you, and the AI agent stops replying.
Transfer a conversation
Change the Assignee in the details panel to another agent, or change the Group to move it to another team. To take an unassigned conversation, click Assign To Me under Assignee.
Whether an assignee can hand a conversation to someone else is set per group with Allow reassignment and Roles that can reassign. See Groups.
Share a conversation
Click the share icon at the top right of the details panel (Copy Chat link to Share), or choose Share in the conversation menu. Robylon copies a link to the conversation and confirms it was copied. Only members of your workspace can open the link.
The conversation menu
The three-dot menus at the top of a conversation have:
| Item | What it does |
|---|---|
| Share | Copies a link to the conversation. |
| Copy Transcript | Copies the messages with sender names and times. |
| Export as .txt, Export as .pdf | Download the conversation. |
| Merge ticket | Merges this conversation into another ticket. |
| View all conversations | Loads the customer’s other conversations from the last 30 days. |
| Mark as test user | Flags the customer as a test user, so their conversations are left out of analytics and can be excluded with the Test conversations filter. |
| Block / Unblock channels | Stops, or allows again, messages from this customer on a channel. |
Suggested Articles
The Suggested Articles tab in the details panel lists knowledge base articles related to the conversation, and lets you search the knowledge base without leaving the inbox.