> For the complete documentation index, see [llms.txt](https://chatlyst.gitbook.io/chatlyst-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://chatlyst.gitbook.io/chatlyst-user-guide/chat/conversation-panel.md).

# Conversation Panel

The Conversation Panel is the main workspace used to review message history, manage customer interactions, and send replies. Within this panel, a team member can [join a chat](#join-a-conversation), [use quick actions](#use-additional-options), [review customer information](#review-customer-details), and [submit feedback](#provide-training-feedback) to improve the system.

### Join a Conversation

A live support agent can intervene and take control of a customer chat at any time. This includes stepping into active conversations that are currently being managed by the automated bot (indicated by the **Bot Handling** status).

#### How to Join a Chat

{% stepper %}
{% step %}
Click the **Join Chat** button located at the bottom of the screen.

{% hint style="info" %}
Taking this action activates the Input Field, the conversation status will automatically change to **Pending 1st Response**. 
{% endhint %}

<div><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FKg2wlhbpww3aIisshH0G%2Fimage.png?alt=media&amp;token=8d5a5b26-ba05-43a0-9e93-7998942baaa6" alt=""><figcaption></figcaption></figure> <figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FdKwWpzHThZMl7LVxwBOg%2Fimage.png?alt=media&amp;token=7f2abce4-f176-4d15-b0c4-7e526ed714ef" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
**Available Tools After Joining**

Once an agent joins the chat, the system unlocks several tools to help manage the customer inquiry effectively.
{% endstep %}

{% step %}

1. **Send Replies:** Use the Input Field to communicate directly with the customer. The following response options are available:

   * **Text Messages**: Type and send standard text replies.

   <div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2Fp3stVbDpAP5kKPGDmyVQ%2Fimage.png?alt=media&amp;token=9b9efee6-745a-4640-9133-d589c862eb3b" alt="" width="563"><figcaption></figcaption></figure></div>

   * **Multimedia**: Attach and send files, such as images or documents, directly to the customer.

   <div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FnrjU3sccXG2zVhAzsstG%2Fimage.png?alt=media&amp;token=6d227a51-0601-4f05-80ca-028da8f5a897" alt="" width="563"><figcaption></figcaption></figure></div>

   * **Canned Messages**: Use pre-written text shortcuts to quickly insert answers to common questions. Refer to the [Canned Messages](/chatlyst-user-guide/settings/canned-messages.md) guide for more details.

   <div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2F2YRyEF3AGFmizn98ppvO%2Fimage.png?alt=media&amp;token=d6ee5818-6604-4080-8402-4a05e2fa2608" alt="" width="563"><figcaption></figcaption></figure></div>
2. **Leave Internal Notes**: Switch the Input Field from standard messaging to the **Note** function. This feature allows agents to write internal memos, reminders, or updates for other team members to read.&#x20;

{% hint style="info" %}
Internal notes are strictly private and will never be visible to the external customer.
{% endhint %}

<div><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FhLeBhTfe2QDEQzmmB7tt%2Fimage.png?alt=media&amp;token=00f960da-a67b-46c0-9564-e336ae3f7a48" alt=""><figcaption></figcaption></figure> <figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FkvxlKkJbtT5t2lX6XPXJ%2Fimage.png?alt=media&amp;token=032f652d-25a1-4dfb-9ff7-bb2afb7608f9" alt=""><figcaption></figcaption></figure></div>
{% endstep %}
{% endstepper %}

***

### Confirm the Conversation Status

The current condition of the conversation status dictates what actions are available. This status is always displayed in the top-right corner of the Conversation Panel.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FkJJFWV4hvfU8xx72sHRc%2Fimage.png?alt=media&amp;token=9c31911d-e986-470a-a8d5-1a9c36045130" alt="" width="563"><figcaption></figcaption></figure></div>

### Additional Options

The Additional Options menu provides quick access to standard chat management tools. Locate this menu in the top-right corner of the panel to perform the various actions. Refer to the [Additional Options by status](/chatlyst-user-guide/chat/additional-options-by-status.md) guide for more details.&#x20;

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FSTJ0DZvF3qEvW9QSc5IR%2Fimage.png?alt=media&amp;token=b67fea89-e1b4-4e4c-b457-f01d77b51c91" alt="" width="563"><figcaption></figcaption></figure></div>

***

### Review Customer Details

Select the Customer Details icon (located in the top-right corner, next to the Additional Options menu) to open a comprehensive profile of the current customer.&#x20;

This view provides essential context, including: Contact Info, Platform Context and Notes etc. Refer to the [Customer Details](/chatlyst-user-guide/chat/customer-details.md) guide for more details.&#x20;

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FfwT6uleAznjYakw6WTp9%2Fimage.png?alt=media&amp;token=dde79119-4051-45c4-9a82-d1c7315746be" alt="" width="563"><figcaption></figcaption></figure></div>

***

### Provide Training Feedback

To improve the accuracy of the automated system, users can submit training feedback directly on individual messages within the Conversation Panel.

{% stepper %}
{% step %}
Review the specific responses sent by the bot or the live agent within the chat history. If a response is unhelpful, select the option to submit negative feedback on that specific message.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FDmupoZWa1ZgLC7d76TJw%2Fimage.png?alt=media&amp;token=1183ecc9-d5ce-4963-8103-5eb4acebb423" alt="" width="563"><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}
A Provide Training Feedback window will immediately appear on the screen. Follow the prompts in this window to submit corrections and train the system on how to handle similar questions in the future. Refer to the [Train & Test bot](/chatlyst-user-guide/train-and-test-bot/train-and-test-bot.md) guide for more details.&#x20;

<div align="center" data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FYhcpPcCLzZgUDSd4lO4O%2Fimage.png?alt=media&amp;token=348c370f-4e8e-4d37-b808-7026f0596594" alt="" width="359"><figcaption></figcaption></figure></div>
{% endstep %}
{% endstepper %}