Manage a conversation

Assign, tag, resolve, block, download, and translate conversations directly from your inbox.

Written By ScaleFlows Team

Last updated 22 days ago

💡 Tip: Use the actions below to organize your inbox and resolve customer issues.

Step 1. Right-click any conversation in the inbox to access quick actions.

Step 2. Choose from the following actions:

Action	Description
Assign to me	Assign the thread to yourself
Mark as resolved	Mark the conversation as resolved.
Add tag	Add tags to organize conversations.
Copy link	Copy the conversation's link.

💡 Tip: Copy and share a conversation link with a colleague or a member that has access to your workspace to collaborate on issues and on how to manage your tickets.

Step 3. Inside an open conversation, click "Unassigned" to select a team member and assign the ticket.

Click the three-dot button for additional controls.

Action	Description
Exit thread	Close the current thread view
Mark as Unread	Put ticket in unread state.
Disable AI	Turn AI handling on or off for this specific conversation.

💡 Tip: Use Disable AI on conversations that need a personal touch. For example, high-value customers or complex complaints that fall outside your escalation or standard policies.

Step 4. Use Auto-translate, download, or block an email address using the following buttons in the thread view: