Details Panel
The details panel is the right-hand sidebar that appears whenever you open a conversation. It gives you a complete picture of the contact, the conversation’s classification, linked tickets, AI suggestions, and activity — all without leaving the thread.
Switching tabs
The panel is divided into tabs. You can switch between them by clicking the tab labels at the top of the sidebar, or by pressing the keyboard shortcuts Alt+1 through Alt+6 (or Ctrl+Shift+1 through Ctrl+Shift+6 on some systems).
Call recordings and voicemail
For phone conversations, the call recording appears at the top of the details panel. You can play back the recording directly in the browser. If the customer left a voicemail, the voicemail is also available here along with a transcription.
Contact notes
The details panel includes a Notes section where you can add internal notes about the contact. Notes are visible only to your team and never shown to the customer. This is useful for recording context like dispute status, follow-up reminders, or customer preferences.
Tab 1: Details
The Details tab is the default view. It contains:
- Contact information — the contact’s name, email address, and phone number. Click any field to copy it.
- Topic and intent — the AI-classified label (topic) and sublabel (intent) for this conversation, for example “Billing > Refund.”
- Tags — free-form tags applied to the conversation for categorization and filtering.
- Flags — structured flags such as “Action Required” that your team has applied.
- Priority — a selector to set or change the conversation’s priority level. Higher priority surfaces the conversation earlier in sorted views.
- Resolution status — the current resolution state, such as Escalated, Resolved, or Contained.
- SLA timers — if your workspace has SLA policies configured, one or more timers appear showing how much time remains before the first response or resolution deadline. Timers that are close to expiring display a warning indicator, and timers that have already passed show a breach indicator.
Tab 2: Tickets
The Tickets tab lists all tickets linked to this conversation. Each row shows the ticket’s status, priority level, and current assignee.
Click any ticket to open its full detail panel as a slide-over on the right side of the screen. The slide-over contains:
- Controls — dropdowns to update the status, priority, and assignee directly.
- Description — the full ticket body. Click Edit to update it inline.
- Classification — topic, intent, source (AI-escalated or human-created), and the short ticket reference number.
- Linked Conversations — every conversation attached to this ticket. Click any conversation to navigate to it.
- External Sync — shows whether the ticket is connected to an external platform such as Zendesk, Gorgias, or Kustomer. When connected, the panel displays the platform name, the remote ticket ID, and the time of the last sync.
- Activity — a chronological feed of everything that has happened on the ticket: status changes, assignments, comments, escalations, syncs, and priority updates. To leave a comment, type in the comment box at the top of the Activity section and click Comment.
Tab 3: Actions
The Actions tab surfaces AI-generated assistance for the current conversation:
- Suggested next actions — the AI recommends what to do next based on the conversation context, for example sending a refund or escalating to a specialist.
- AI draft response — a draft reply generated by the AI that you can review, edit, and send directly from this card.
Tab 4: Timeline
The Timeline tab shows a complete, chronological record of everything that has happened in this conversation. Events include:
- Inbound and outbound messages
- Status changes (for example, New → Open → Escalated)
- Assignment and reassignment events
- Escalations
- CSAT score submissions
- Priority changes
Use the timeline to reconstruct the history of a conversation without scrolling through the message thread.
Tab 5: Flow Runs
The Flow Runs tab lists any automation flow runs that are linked to this conversation, along with the status of each run — for example, whether the flow completed successfully, is still running, or encountered an error.
Tab 6: Metadata
The Metadata tab displays raw technical details about the conversation:
- Message count — total number of messages in the thread
- Ticket count — number of linked tickets
- Last message details — timestamp and channel of the most recent message
- Entities — structured data entities the AI extracted from the conversation, such as order numbers or product names
Next steps
- Conversation Handling — how to reply, assign, resolve, and escalate conversations
- Tickets — managing linked work items and their lifecycle
- Notifications — how to stay informed when conversations and tickets change