Conversation Details view

Last Update: Jun 2023 Est. Read Time:
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When you select a conversation, the right panel in the Kustomer interface will change to a Conversation Details view. Here, you can quickly view more information for the conversation, such as who it is currently assigned to and its status.

You can change the following fields from the details pane:

  • Priority: Select this option to prioritize the importance of the conversation from Highest to Lowest.
  • Assigned Team or Assigned User: Select either of these options to change who is currently assigned to the conversation. You can reassign a conversation from the menu that opens, or transfer it to a different queue.
    You can also assign yourself from directly within the conversation by selecting Assign to me in the conversation header. To assign it to another user or team, or a different queue, select the icon.
  • Conversation Name: Change the name of the conversation to make it easier for you to get a view of the message context. To do so, make your changes in the Conversation Name box and press the Enter key to save the change.
    You can also change it by selecting Edit  and making your edits directly in the Conversation Attributes window.
  • Sub Status: You can change the sub status for any conversation to help provide more context to the current progress of the selected conversation. To change a conversation's sub status, select one from the Sub status drop down menu.

For more information on how to customize how attributes are rendered underneath the the Conversation Details view in the Insights Panel, see Customize Insight Cards.