Conversations is your inbox — every chat between Convi and your shoppers, with filters, search, and the ability to step in or take over. This article walks through the layout and every filter you can use.
In this article
Where the inbox lives
The three-pane layout
The status tabs
The chat list (left pane)
Filters
Search
Sorting
Empty states
URL persistence
Where the inbox lives
Open Conversations from the sidebar. The page header reads "Conversations — Review every chat between Convi and your shoppers, and step in whenever you need to."
When you arrive with no conversation selected and there's at least one chat in the list, the inbox automatically navigates to the most recently active conversation. If you came from a deep link, that conversation is loaded directly.
The three-pane layout
Once a chat is selected, the inbox is a three-pane view:
Left — Chat list. Every conversation that matches your current filters.
Center — Chat messages. The full transcript of the selected conversation, plus session actions (Hand over / Resolve / Give back to AI) and the responder footer when you've taken over.
Right — Details. A two-card panel showing Conversation data (summary, topics, started chat from) and User data (name, email, phone, local time, location, satisfaction).
If no conversation is selected — for example after clearing all filters and nothing matches — the layout collapses to two columns (list + empty message area).
The status tabs
Above the filter bar are three tabs: All, Open, Resolved.
All — every conversation, regardless of status.
Open — conversations that haven't been marked resolved. New conversations land here by default.
Resolved — conversations you (or the AI, on the merchant's behalf) have closed out.
Switching tabs adjusts the status filter for you. You can also set the status filter manually under Filters → Status.
The chat list (left pane)
Each row in the list shows:
Customer name — falls back to "Anonymous User" when the shopper hasn't been identified.
Time — relative ("2 min ago", "Yesterday") from the last message in the session.
Session title — auto-generated from the conversation, e.g. "Return policy question". New conversations show "New conversation" until a title is generated.
Badges — one or both:
Open (green) or Resolved (neutral) — the session status.
Needs you (amber) — the session has been handed over to a human and is waiting for you.
Selecting a row updates the URL to /conversations/<sessionId> so the link is shareable.
Filters
The inbox filter bar exposes seven filters in addition to the search box and the status tabs:
Filter | What it does |
Status | Open / Resolved (mirrors the tabs above). |
Created at | Today / Last week / Last 30 days / Last 90 days / All time. |
Customer feedback | Upvote / Downvote / Unknown — the thumbs-up/down a shopper left on the session. |
Responder | AI / Handover to human — who is currently driving the conversation. |
Topic | The conversation topics Convi detected (e.g. Shipping, Returns, Orders). The available topics are populated from your shop's actual conversations. |
Ability | Which abilities the assistant used during the conversation (Order tracking, Knowledge search, Handover to human, etc.). |
Started from | The page URL the chat was opened from. The available pages are populated from your shop's actual entry points. |
Active filters appear as removable chips above the list. Click an individual chip's × to clear that filter, or use Clear all filters to reset.
Search
The search box matches on the conversation title and content. Convi debounces input (so the list doesn't flicker while you type) and the query is added to the URL. Clearing the search box runs an empty query.
Sorting
Open the Sort menu to switch between:
Date started — newer first / older first
Last activity — newer first / older first (default)
Empty states
No conversations at all — "This is where your users' conversations will be displayed." with a Test chatbot on your shop button.
No conversations match the current filters — "Try changing the filters or search term." with a button to clear filters.
URL persistence
Every filter, the search term, the sort, and the selected conversation are written to the URL. That means:
You can bookmark a filtered view (e.g. only handed-over conversations from the last 7 days).
Refreshing the page restores exactly what you were looking at.
Sharing the URL with a teammate opens the same view.