Managing conversations

A conversation in Konversio represents a single thread of communication with a contact — from the first message through to resolution. Understanding the conversation lifecycle and the tools available will save your team significant time day to day.

The conversation lifecycle

Conversations move through four states:

• Open — active, requires attention
• Pending — received but not yet assigned or acknowledged (common for email and API channels)
• Resolved — closed; the customer issue is considered handled
• Snoozed — temporarily hidden and set to reappear at a specified time (useful when waiting on a customer reply or third-party action)

You can transition between states using the buttons in the top-right of the conversation view, or via bulk actions in the conversation list.

Assigning conversations

Every conversation can be assigned to an agent and optionally to a team. Assignments can be made manually from the Conversation Actions panel on the right side of the screen. You can also reassign mid-conversation if another agent takes over.

Teams are groups of agents. Assigning to a team is useful when you want routing logic or an SLA to apply before a specific agent takes ownership.

If you have automation rules configured (see the automation article), assignments can happen automatically based on inbox, label, or message content.

The Conversation Actions panel

The right-hand panel gives you access to:

• Assignee and team — set or change who owns the conversation
• Conversation labels — tag conversations for filtering and reporting
• Conversation information — contact details, previous conversations, custom attributes
• Participants — add teammates who should receive notifications without being the primary assignee

Keyboard shortcuts

Konversio inherits Chatwoot's keyboard shortcuts. Useful ones:

Press ? anywhere in the app to see the full shortcut list.

Bulk actions

From the conversation list, check the box next to one or more conversations to activate bulk actions. You can bulk:

• Assign agent or team
• Apply or remove labels
• Change status (resolve, reopen, snooze)

This is the fastest way to triage a backlog or clean up after a busy period.

Search and filtering

The search bar (top of the sidebar, or /) searches across messages, contact names, and email addresses. For more targeted filtering, use the Filter button in the conversation list to build filter combinations based on:

• Status, assignee, team
• Label, inbox, channel type
• Date created or last activity
• Custom attributes

Saved segments (not to be confused with contact segments) let you store a filter combination and return to it with one click.