Conversation Details
In this article, you'll learn how to use the Details panel to view customer context, assign agents, add private notes, and manage linked tickets all without leaving the conversation.
How the Details panel works
When you open a conversation, the Details tab appears on the right side of the screen. It gives you a snapshot of the customer and the conversation's origin so you have the context you need before responding.
Assign Agent
Shows which human agent is currently assigned to the conversation.
To reassign:
Expand the Assign Agent section.
Select an agent from the dropdown.
The assignment updates immediately. If no agent is assigned, any agent or admin can pick up the conversation from the Unassigned view.
User Details
Displays information about the customer or employee who initiated the conversation:
Name
Email
Phone
Start date
Last active timestamp
Timezone
Private Notes
Internal notes visible only to your team. Private notes are never sent to the customer.
Use private notes to:
Pass context to another agent before reassigning.
Flag important information for follow-up.
Record internal decisions or troubleshooting steps.
Click + to add a note. Notes are timestamped and attributed to the agent who created them.
User Channel
Shows the channel and source where the conversation originated:
Source — Channel type (e.g.,
Webchat,Slack)Channel — The specific URL or workspace
Browser — Browser used (for web chat conversations)
Website — The originating domain
Attachments
Lists files or media shared during the conversation by either the customer or agents. Click an attachment to view or download it.
Linked Ticket
Shows tickets in connected systems — Jira, Zendesk, Salesforce, ServiceNow — associated with this conversation.
When an AI Agent escalates a conversation, it typically auto-creates a ticket and links it here. This section shows the ticket ID, status, and a link to the external system.
To manually create or link a ticket, use the controls in this section.
If no ticket has been created, this section is empty.
💡 Ticket status changes in the external system reflect automatically in the Inbox. See Tracking with Tickets for full sync details.
What's next
Using Agent Assist — Get AI-generated answers, summaries, and knowledge drafts from the Agent Assist tab.
Assigning Conversations — Configure how conversations are routed to agents.