# View, Reply to, Transfer and Share 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.

> Source: https://www.robylon.ai/docs/inbox/conversations
> Section: Inbox and tickets

When you open a conversation in the [unified inbox](https://www.robylon.ai/docs/inbox/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.

## What do I see when I 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.

## Can I see the customer's earlier conversations?

Yes. 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**.

## How do I 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**.

## How do I 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](https://www.robylon.ai/docs/inbox/canned-responses) by typing `/` and its command.
* Run a [macro](https://www.robylon.ai/docs/inbox/macros) 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.

## What does Take control mean?

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.

## How do I transfer a conversation to another agent?

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](https://www.robylon.ai/docs/human-users/groups#what-are-the-other-chat-assignment-options).

## How do I 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.

## What is in 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. |

<Danger>
Shared links and exported transcripts can contain personal data such as phone numbers, emails and order details. Share them only with people who are allowed to see customer data.
</Danger>

## What are 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](https://www.robylon.ai/docs/knowledgebase) without leaving the inbox.