On the conversation’s header, you can see what channel the conversation is coming from and the skills needed. For each item in the conversation list, you can see:
the customer’s ID (for example, phone number or name)
the time passed since the customer’s oldest unanswered message
a preview of the customer’s latest message.
To respond to the customer, type into the chat text box and click or Enter on your keyboard to send your message. You can add emojis and attachments by using the buttons under the text box. Read more about sending attachments.
To end the conversation, click END at the top right above the conversation thread. Note: If you end the conversation, you will not be able to return to it unless the customer sends a new message. The new message will end up in the queue again.