Conversation
Conversations brings every message from all your platforms into one place. The left side shows your conversation list, the middle shows the chat, and the right side shows user info—so you can manage all your customer messages from a single screen!
Status Tabs at the Top
Every conversation can be sorted by progress, making it easy to track where each message stands:
Pending: Conversations that haven't been replied to yet and need follow-up.
In Progress: Conversations you're currently handling.
Done: Conversations you've finished handling.
Blocked: Conversations you've blocked.
💡 Tip: A yellow dot next to a friend's avatar means that conversation has unread messages—so you can spot what you haven't read at a glance!
User Info on the Right
Open any conversation and the right side pulls up that friend's full profile, helping you understand who you're talking to before you reply:
Basic info: Avatar, nickname, platform source, UID, and phone number (a green checkmark ✅ shows it's verified).
View Orders: Jump straight to that user's order history.
User Profile: Collected fields such as name, phone, birthday, email, and address—click the pencil icon to edit.
Personalized Tags: Add personalized tags to a friend, then pair them with personalized replies for segmented interactions.
Advanced Settings
Beyond viewing and replying to messages, you can fine-tune things further under Setting > Advanced Settings > Message Center Settings, making the Message Center fit your team's collaboration and management needs.
Enable Assignment
Turn on Enable Assignment, and agents with permission will only see the conversations assigned to them.
This is ideal for multi-agent support teams—you can route different conversations to specific agents, keeping things tidy, protecting conversation privacy, and making each agent's scope crystal clear.
Once it's on, open any conversation and use the Assign Agent panel on the right to search for and pick the member who'll take it.
Show Name
Turn on Show Name, and the usernames in the Message Center will display the real names collected across your platforms.
On: Shows the real name collected in the user profile, making it easier to recognize who's who.
Off: Shows the nickname the user goes by on each platform (such as LINE).
💡 Tip: A real name only shows once it's actually been collected—if there's nothing on file yet, the platform nickname stays.
Live Chat Idle Leave Time Setting
Set how long a user can stay in Live Chat mode without any interaction before automatically switching back to bot mode.
Apply "Bot Settings" default (15 minutes): Use the default time from your bot settings directly.
Custom: Enter your own number of minutes, applied only to Live Chat mode in the Message Center.
💡 Setting an idle timeout prevents users from getting stuck in Live Chat mode, where other bot interactions can't be triggered.
Unread Indicator Settings
Customize which types of messages show an unread indicator dot (the yellow dot) in the Message Center. Checking a type means messages of that type will show an unread dot—pick freely based on the message source.
Bot can handle automatically:
First-time message
Keyword trigger
Rich menu
Interactive button
Quick reply button
GAI reply
Short Quiz
Recommended for agent review:
Live Chat
Unknown message
Offline message
💡 We recommend checking the "Recommended for agent review" types that need a real person to step in, so unread dots stay focused on the conversations that actually need attention—instead of getting buried by messages the bot has already handled.
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