Conversations
A conversation starts when a user sends a message from the SDK. It carries the message, the topic they picked, and what the SDK knows about their device. Everything that follows, replies, notes, status changes, is appended to it in order.
Status
Section titled “Status”| Status | Meaning |
|---|---|
| Open | The user is waiting on you. New conversations start here, and a user reply on a pending conversation returns it here. |
| Pending | You are waiting on the user. Sending a reply moves the conversation here automatically. |
| Closed | Done. Closed conversations are never unread. |
You can set any status from the conversation header. Two things happen without you:
- A conversation that stays pending for 14 days is closed automatically.
- A user who answers “Was this helpful?” with yes after an assistant reply closes the conversation themselves.
If a user writes again within 7 days of a close, the conversation reopens. After 7 days their message starts a new conversation, linked to the old one.
Topics
Section titled “Topics”Users pick a topic when they start a conversation. Four are built in: Bug, Feature request, Question, and Other. The SDK shows them in the user’s language. You can switch any of them off in Settings → Topics but cannot rename or delete them.
Add your own topics for anything specific to your product, such as “Billing” or “Sync”. A custom topic has a name, translations, and a code the SDK sends. The code cannot be changed once created.
What travels with a conversation
Section titled “What travels with a conversation”The SDK attaches what it can see, and the inbox shows it beside the thread:
- iOS: device model, OS version, app version and build, locale.
- Web: page URL, browser, OS, viewport, referrer, locale.
Anything you send with identify appears as well. See Contacts.
Replies and notes
Section titled “Replies and notes”The reply box has two modes. Reply goes to the user and moves the conversation to pending. Note stays in the inbox for your team and changes nothing the user sees.
Type / in the reply box to insert a saved reply.
Attachments
Section titled “Attachments”Users can attach up to 5 images per message, PNG, JPEG, or WebP, up to 10 MB each before the SDK resizes them. Other file types are not accepted. Attachments are available on paid plans.
Unread
Section titled “Unread”A conversation is unread when nobody on your team has seen its latest message. Opening it marks it read for everyone. Use Mark unread in the header to bring it back. Closed conversations never count as unread.