For users
Conversations and operator work
Read history, use drafts, and safely take control of a conversation.
Updated: August 7, 2026
01
What you see in a conversation
- The channel and contact where the request came from.
- Customer messages, replies, and delivery statuses.
- The current mode: agent, draft, operator, or human handoff.
- Safe application context when it was provided by the external product.
- Diagnostic tool history without secrets or source tokens.
02
How to join a conversation
- 1Open the conversation and read the latest messages and context.
- 2Take manual control before sending your own reply.
- 3Edit the draft or write an answer yourself.
- 4After resolving the issue, return the conversation to the agent only when automation is safe again.
03
Application context
The card only shows permitted information: the page, object, safe error code, snapshot time, and next step. If the data is outdated, use the timestamp and the latest diagnostic result.