Conversations

A conversation is one thread between you and one user. It starts the moment a user sends a message and holds everything that follows: their messages, your replies, notes your team leaves for each other, and every change of status, in the order they happened. Each conversation comes with context you didn’t have to ask for: the topic the user picked, what device and app version they’re on, and anything you’ve told Feddy about them. You’ll find all of it in the panel next to the thread. From the inbox you can:

• Reply to the user, or leave a note only your team can see.
• Change the status, or let Feddy change it for you as the conversation moves along.
• See the user’s device, app version, and details, without asking them.
• Insert a saved reply by typing /.
• Read and reply in your own language when a user writes in another.
• Mark a conversation unread so a teammate takes a look.

​

Status

A conversation is always in one of three states. Milo’s replies don’t change the status, so an open conversation isn’t always waiting on you. Needs reply, at the top of the inbox, lists the ones that are: the user wrote last, or Milo handed the conversation to your team. The number beside it counts them. You can set any status yourself from the conversation header. Two things also happen without you:

• A conversation that sits in Pending for 14 days closes on its own. The user never answered, so there’s nothing left to do.
• When a user answers “Was this helpful?” with yes after one of Milo’s replies, the conversation closes as resolved.

If a user writes again within 7 days of a close, the same conversation reopens. After 7 days their message starts a fresh conversation, with a link back to the old one so you still have the history.

​

Topics

When a user starts a conversation, they pick what it’s about. This sorts your inbox before you’ve read a word. Five topics are built in: Bug, Feature, Question, Billing, and Other. Users see them in their own language. You can turn any of them off in Settings → Topics, but you can’t rename or delete them. Each topic has a color, shown as a dot next to its name in your inbox so you can tell them apart at a glance. The built-in topics start with suggested colors. Click a dot in Settings → Topics to pick another one, or any color of your own. Users never see topic colors. Add your own for anything specific to your product, such as Sync or Account. A custom topic has a name, translations for other languages, and a short code the SDK uses to refer to it. The code can’t be changed once the topic exists, so pick it with care. On paid plans, Milo reads each new conversation and moves it to the right topic when the user picked the wrong one. The details panel then shows which topic the user picked. A topic you set by hand stays as it is. See Requests.

​

What comes with each conversation

The SDK sends along what it can see about the user’s setup, and the inbox shows it beside the thread:

• iOS: device model, iOS version, app version and build, the device language, and the time zone.
• Web: the page they were on, browser, operating system, window size, where they came from, the browser language, and the time zone.

From the time zone, the inbox shows what time it is for the user right now, so you know when it’s the middle of the night for them. It needs iOS SDK 0.8.2 or later. If you’ve told Feddy who the user is, their name and details appear here too. See Contacts.

​

Replies and notes

The box at the bottom of a conversation has two modes:

• Reply goes to the user. Sending one moves the conversation to Pending.
• Note stays inside your inbox. Use it to leave context for a teammate. The user never sees notes and nothing about the conversation changes.

​

Translation

When a user writes in a language you don’t, you don’t have to switch. Hover over a message and click Translate into English (or your language) on its corner. It’s marked Translated from Spanish (or whichever language it was), and Show original brings back what they actually wrote. To read the whole conversation in your language, click the translate icon in the header. It turns green while the conversation is translated; click it again to switch back. Messages that arrive while it’s on are translated too. This works for the user’s messages, Milo’s replies, and replies from teammates who write in another language. Write your reply in your own language and press Send in Spanish. The user receives it in Spanish, in the app and by email, with nothing marking it as translated. In the inbox you keep seeing what you wrote. Show what they got shows the translation they received. If the translation fails, nothing is sent and your reply stays in the box. Press Send reply to send it untranslated. Replies go out in the language of the user’s latest message. If they switch languages mid-conversation, your next reply switches too. Conversations already in your language look exactly as before. Your language comes from your browser. To change it, go to Account → Profile → Language. Turn on Translate automatically there to open every conversation already translated; you can still switch any one back to the original. Teammates each read in their own language. Notes are never translated. Milo’s weekly email uses the same language, or English until you pick one. Translation is available on paid plans and doesn’t count toward your plan’s AI replies.

​

Attachments

Users can attach up to 5 images to a message: PNG, JPEG, or WebP, up to 10 MB each. The SDK shrinks large images before uploading, so a photo from a phone camera is fine. Other kinds of files aren’t accepted. On the web, users can also attach a screenshot of the page they’re on with one click, so you see exactly what they see. Attachments are available on paid plans.

​

Unread

A conversation is unread when nobody on your team has seen its latest message yet. Opening it marks it read for everyone. If you want it to stand out again, use Mark unread in the header. Closed conversations never count as unread.

​

Related guides