Conversations & Automation

Manage conversations, automate workflows, and track reports

By Wile E. Coyote

• 5 articles

How to use automation rules

How to use automation rulesAutomation rules let you define actions that Konversio takes automatically when certain conditions are met — without any manual intervention from your team.What automation can doA rule consists of a trigger, optional conditions, and one or more actions. Actions include:Assign a conversation to an agent or teamAdd or remove a labelSend a message to the customer (e.g. a welcome message or out-of-hours reply)Send a webhook to an external URLSnooze or resolve a conversationHow rules work: trigger → conditions → actionsTriggers define when the rule runs. Available triggers include:Conversation createdConversation updatedMessage createdConversation status changedConditions (optional) narrow down which conversations the rule applies to. You can filter by inbox, label, assignee, conversation attribute, or message content (contains/does not contain a keyword).Actions run when both the trigger fires and all conditions match. Multiple actions can be chained in a single rule.Creating a ruleGo to Settings → AutomationClick Add Automation RuleGive the rule a nameSelect the triggerAdd conditions (or leave empty to match all conversations)Add one or more actionsSave and enable the ruleRules can be toggled on or off without deleting them, which is useful for seasonal rules or testing.Common examplesAssign by inbox Trigger: Conversation created. Condition: Inbox = "Support Email". Action: Assign team = "Support Team".Label by keyword Trigger: Message created. Condition: Message content contains "refund". Action: Add label = "billing".Send a welcome message Trigger: Conversation created. Condition: Inbox = "Live Chat". Action: Send message = "Thanks for reaching out — we'll be with you shortly."Out-of-hours reply Trigger: Conversation created. Condition: created outside business hours (if configured). Action: Send message with expected response time.Rule ordering and limitsRules run in the order they appear in the list. If two rules could both apply to the same conversation, both will run unless one of them changes a condition the other depends on. Reorder rules by dragging them.There is no hard limit on the number of rules, but keeping the list concise and well-named makes it easier to audit over time. Disable rules you are not actively using rather than leaving a large list of active rules running on every event.

Last updated on Jun 05, 2026

How to use campaigns

How to use campaignsCampaigns let you send proactive messages — reaching contacts before they reach you. Konversio supports two types: ongoing campaigns for live chat, and one-off campaigns for contact segments.Ongoing campaigns (live chat)An ongoing campaign is a triggered message sent to a visitor on your website via the live chat widget. It fires automatically when a visitor has been on a specific page for a set amount of time.Setup:Go to Settings → Campaigns → OngoingSelect the live chat inbox to useSet a title (internal reference only)Write the message the visitor will seeSet the URL that must match (e.g. /pricing)Set the time on page in seconds before the message appearsSpecify the agent whose name and avatar the message appears underSave and enableUse cases:Offer help on high-friction pages (pricing, checkout)Prompt visitors who have been on a support article for a whileReduce drop-off at key conversion pointsLimitations: Ongoing campaigns only work with the live chat widget (website channel). They will not send if the visitor has already had an open conversation. Each campaign targets one URL pattern and one inbox.One-off campaigns (contact segments)A one-off campaign sends a message to a defined set of contacts at a scheduled time. This is closer to a targeted broadcast than a behaviour-triggered message.Setup:Go to Settings → Campaigns → One-offSelect the inbox to send from (API channel or SMS inbox, depending on what you have configured)Write the messageSelect the contact segment to send toSet the scheduled send timeConfirm and scheduleUse cases:Notify a group of contacts about a service incident or maintenance windowSend a follow-up to contacts who were in a specific conversation labelRe-engage a dormant segmentLimitations: One-off campaigns require a compatible inbox type — not all channel types support outbound messaging. Contact segments must be created in advance under Contacts → Segments. Once a one-off campaign has been sent it cannot be unsent, so review the segment and message carefully before scheduling.General notesNeither campaign type is a replacement for a full marketing automation tool. Campaigns in Konversio are intentionally scoped: they integrate directly with the conversation inbox, so any reply from a contact lands in the shared inbox and can be handled by your team like any other conversation.

Last updated on Jun 05, 2026

Managing conversations

Managing conversationsA 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 lifecycleConversations move through four states:Open — active, requires attentionPending — received but not yet assigned or acknowledged (common for email and API channels)Resolved — closed; the customer issue is considered handledSnoozed — 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 conversationsEvery 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 panelThe right-hand panel gives you access to:Assignee and team — set or change who owns the conversationConversation labels — tag conversations for filtering and reportingConversation information — contact details, previous conversations, custom attributesParticipants — add teammates who should receive notifications without being the primary assigneeKeyboard shortcutsKonversio inherits Chatwoot's keyboard shortcuts. Useful ones:ShortcutActionRReply to conversationEResolve conversationPToggle pendingMMute conversation/Focus searchJ / KNavigate between conversationsPress ? anywhere in the app to see the full shortcut list.Bulk actionsFrom the conversation list, check the box next to one or more conversations to activate bulk actions. You can bulk:Assign agent or teamApply or remove labelsChange status (resolve, reopen, snooze)This is the fastest way to triage a backlog or clean up after a busy period.Search and filteringThe 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, teamLabel, inbox, channel typeDate created or last activityCustom attributesSaved segments (not to be confused with contact segments) let you store a filter combination and return to it with one click.

Last updated on Jun 05, 2026

Private notes and @mentions

Private notes and @mentionsNot every message in a conversation is meant for the customer. Private notes let your team communicate inside a conversation thread without the contact seeing anything.What private notes areA private note is an internal comment attached to a conversation. It is visible only to agents and administrators — never to the customer, regardless of channel. Notes appear with a distinct yellow background in the conversation timeline to make them visually distinct from customer-facing replies.Common uses:Leaving context before handing off to another agentFlagging an issue for a supervisor without creating a separate threadRecording decisions or actions taken that are not part of the customer replyHow to add a private noteIn the reply editor at the bottom of a conversation, switch from the Reply tab to the Note tab. Type your message and submit. The note is saved immediately and appears in the timeline.You cannot send a note accidentally — the tab switch is a deliberate mode change, and the editor background changes colour to signal you are in note mode.@mentioning teammatesInside a note, type @ followed by a name to mention a specific agent. The agent receives a notification and can click through directly to the conversation. This is the primary way to pull someone into a conversation without reassigning it.Mentions work only inside notes, not in customer-facing replies. This is intentional — it keeps internal discussion separate from what the customer receives.Using notes for handoff contextWhen passing a conversation to another agent or team, a note before the handoff is good practice. Include:What the customer has already triedWhat you have already checked or doneAny commitments made (e.g. "I told them a refund would be processed today")Any relevant account details that are not obvious from the contact recordThis removes the need for the receiving agent to read the entire conversation history before responding.Note vs reply — the key differenceReplyNoteVisible to customerYesNoTriggers customer notificationYesNoCan @mention agentNoYesAppears in timelineYesYes (yellow)If you are unsure which tab you are on, check the background colour of the editor and the label on the submit button before sending.

Last updated on Jun 05, 2026

Reports overview

Reports overviewKonversio includes a set of built-in reports that give you visibility into team performance, conversation volumes, and customer satisfaction. All reports are under the Reports section in the main navigation.Available reportsOverview A real-time dashboard showing open conversations, conversations in queue, agents online, and average response times right now. Useful for a support manager keeping an eye on the team during a busy period.Conversation Aggregated data on conversation volume over time: how many were created, resolved, and the average resolution time. Filter by date range to compare periods.Agent Breaks down conversation and resolution metrics per agent. Useful for identifying workload distribution and spotting agents who may need support or have capacity.Team The same metrics as the Agent report, grouped by team rather than individual agent.Inbox Shows conversation volume and response metrics per inbox (email, live chat, WhatsApp, etc.). Helps you understand which channels drive the most load.Label Conversation counts grouped by label. If you use labels consistently to categorise issues (e.g. "billing", "bug", "onboarding"), this report shows the volume distribution across categories.CSAT (Customer Satisfaction) After a conversation is resolved, Konversio can send a CSAT survey to the customer. The CSAT report shows the responses: satisfaction rating, any comments left, and overall score over time. CSAT sending must be enabled per inbox in inbox settings.Filtering by date rangeEvery report has a date range picker. You can select a preset (last 7 days, last 30 days, last 3 months) or define a custom range. Reports recalculate automatically when the range changes.Some reports also allow filtering by agent, team, or inbox to narrow the view further.Exporting dataMost reports include a Download or Export button that produces a CSV file. This is useful for sharing data with stakeholders outside Konversio, feeding into a spreadsheet, or archiving monthly snapshots.The Overview report is real-time only and does not have an export function.Using CSAT to track satisfactionCSAT is the most direct signal of whether your support interactions are landing well. A few practical notes:Enable CSAT surveys per inbox, not globally -- this lets you roll it out incrementallyScores are typically 1-5 or a thumbs up/down depending on configurationLow CSAT scores on specific agents or inboxes are a starting point for coaching, not a final judgementFilter the CSAT report by agent to identify patternsExport CSAT data monthly if you report on it externallyThe CSAT report does not require any integration with an external survey tool -- it is built in and sends automatically after resolution when enabled.

Last updated on Jun 05, 2026