Threads
The Threads page shows every customer conversation across all your AI Agents and channels. Use it to monitor ongoing support requests, take over conversations from the AI, and respond to users directly.
Views
Use the view switcher in the top-right to change how threads are displayed:
| View | Icon | Description |
|---|---|---|
| Split View | Grid icon | Thread list on the left (320 px panel); conversation chat on the right. No page navigation — scroll down to load more. |
| Card View | List icon | Each thread is a card with user info, channel, AI Agent, last message, and timestamp. |
| Table View | Table icon | Compact rows with columns for Thread ID, Source, User, Last Message, AI Agent, Assignee, and Status. |
Filtering threads
Quick state filters
In Split View, a state selector at the top of the thread list lets you quickly scope to:
| Filter | What it shows |
|---|---|
| All | Every thread |
| Assigned To Me | Threads where you are the assigned support agent |
| AI Agent Active | Threads currently being handled by the AI |
| Support Agent Active | Threads with an agent actively in conversation |
| Unassigned | Open threads with no assigned agent |
Advanced filters
Click the Filter button to open the filter panel. Available filters:
| Filter | Options |
|---|---|
| Channels | Web, WhatsApp, Slack, Telegram, Instagram, and others |
| AI Agents | Filter to a specific agent's threads |
| Assignee | Filter by the assigned support agent |
| Status | Open, Pending |
| Date | Today, Yesterday, Last 7 Days, Last 30 Days |
Active filters appear as removable chips below the header. Click Clear all to reset all filters at once.
Search
Type in the Search bar to find threads by user name or message content. Results update as you type (300 ms debounce).
Thread detail — Full View
Click any thread (in Card or Table view) to open its Full View at /helpdesk/threads/:threadId. This is also the default when navigating directly to a thread URL.
In Split View, clicking a thread loads the conversation inline on the right side without leaving the list.
Full View layout
The Full View has two panels side by side:
Left — Conversation panel
The conversation panel shows the chat between the user and the AI Agent (or support agent).
Header row:
- Back arrow — return to the thread list
- ← → navigation arrows — jump to the previous or next thread in the current filtered list
- User name and channel icon — who the thread is with
- AI Agent Active chip (green, dotted border) — shown when the AI is still actively handling the conversation
- Take Over / Leave button — described below
Chat area: The full message history rendered in the same widget used by end users, so formatting, images, and attachments appear as the user saw them.
Right — Thread info panel
A 320 px info panel with accordion sections:
Thread Details
- Thread ID (last 6 characters, copyable)
- Channel (with icon)
- AI Agent (with icon)
- Support Group (if assigned)
- Assignee
- Status (Open / Pending)
- Priority (if set)
Contact Info
- User avatar, name, and location
- Click the name to open the Contact Details page
- Three tabs:
- Profile — phone, email, device, browser, location, and a link to view the user's saved agent memory
- Threads — the 10 most recent threads from this user
- More Info — custom data collection fields captured by the agent
AI Insights
- Sentiment tab — sentiment analysis of the conversation (positive/negative/neutral breakdown)
- Usage tab — total tokens consumed in this thread
Call History (shown only if the thread includes voice calls)
- List of call records for this thread
Attachments
- Files and images shared in this conversation
Taking over a conversation
When a user requests human support or the AI hands off, a support agent can take over the thread.
Who can take over: Owner and Support Agent roles.
How it works:
- Open the thread in Full View.
- Click Take Over in the conversation header.
- A confirmation dialog appears — confirm to become the assigned agent.
- The header chip updates to show your name as the active agent.
- You can now type replies directly in the chat widget.
Leaving a conversation: If you are the assigned agent, the button changes to Leave. Click it (and confirm) to unassign yourself and return the thread to the unassigned queue.
Real-time updates
The Threads page maintains a live WebSocket connection to each AI Agent's event stream. New messages and status changes appear in the thread list without a page refresh. In Split View, the thread list re-orders or updates as activity comes in.
Navigating back from a thread
- Click the back arrow in the Full View header to return to the thread list with your filters preserved.
- Use the ← → arrows to step through threads without returning to the list.