Conversation states
The Inbox sorts conversations into three states, one tab each. The Inbox opens on Being handled.
| Tab | What it holds | Who sees it |
|---|---|---|
| Being handled | Conversations a person has taken and not yet closed. | Everyone with Inbox access. A role limited to Only theirs sees just their own. |
| Waiting | Conversations in the queue that nobody has taken. | Roles that see Everyone’s conversations. |
| Closed | Conversations that have ended. | Everyone with Inbox access, limited the same way. |
The list updates live. A new conversation appears in Waiting as soon as the agent hands it over.
Take a conversation
A conversation reaches you in one of two ways. Duvi offers it to you while you are Available, and you accept the offer. See Routing and availability. Or you open it from Waiting and select Take.
A conversation nobody has taken reads Nobody is handling this yet. Taking it assigns it to you and moves it to Being handled. If someone else takes it first, Studio says so and leaves it with them.
On the website, the customer sees your name join the chat when you take it.
Why the agent handed over
The details panel beside the conversation starts with Why Duvi handed over: the reason, then the agent's summary of what the customer wants, what it already tried, and what is still unresolved. Read it before your first reply, so the customer does not have to repeat themselves.
The rest of the panel holds:
| Field | What it shows |
|---|---|
| Category | What the conversation was about. The person handling it sets it here. See Saved replies and categories. |
| Channel | Website, WhatsApp or Phone. |
| Contact | The phone number, on WhatsApp and phone conversations. |
| Visitor ID | The widget's identifier for a website visitor, with a button to copy it. |
| Handled by | The person who took the conversation, or Nobody yet. |
| Rating | The customer's answer to the rating question, Rated good or Rated not good, after the chat closes. |
On a narrow screen, Show details opens the same panel.
Reply or leave a note
The box at the bottom of the conversation sends either a reply or a note. Switch between them with the button beside the box.
- A reply goes to the customer on the channel they used. Enter sends it.
- A note stays inside your team. The customer never sees it. Use it to hand context to a colleague.
A reply or note can be up to 4,000 characters. Type / to insert a saved reply by its shortcut. An unsent reply is kept as a draft on your device, so it survives leaving the conversation.
Each reply shows its delivery state: Sending, Delivered or Not delivered. Messages Duvi sends for you, such as the queue message, are marked Automatic reply.
Attach files
Select Attach files to add files to a reply, or drag them onto the conversation. A reply can carry up to 10 files.
| Attach from | What happens |
|---|---|
| Library | Sends a file already in the organization's library. |
| Your device | Uploads a file of up to 50 MB and saves it to the library as well. |
Calls
A call offer rings in Studio. Answer connects you through your browser's microphone, so allow microphone access when the browser asks. If you drop off a call that is still live, Join call on the conversation reconnects you.
During a call the box takes notes only, and only your team sees them.
Close a conversation
Select Close, then Close conversation to confirm.
| Channel | What closing does |
|---|---|
| Chat, on the website or WhatsApp | The customer receives your closing message and the rating question. A chat an agent handed over returns to that agent. |
| Call | The call ends for everyone. |
The conversation moves to Closed. Duvi also closes a conversation that goes quiet for longer than the organization's idle close timer. See Routing and availability.