The Conversation View: Layout and Features

The Re:amaze conversation view is made up of 8 sections, each serving a specific purpose. This layout is consistent across all conversation types:

• Email
• Live chat (real-time messaging)
• Classic live chat
• Facebook
• Instagram
• X (Twitter)
• SMS/MMS

Quick Actions

The quick actions menu provides conversation options such as reply, resolve, mark as spam, run workflow, reassign, and more. The available commands vary depending on the conversation type.

Conversation Header

The conversation header displays at-a-glance information about a conversation, including its subject line, state, channel, brand, reference ID, assignee, and any tags that have been applied.

Customer Fields & Data Attributes

This panel shows details about the customer who started the conversation. Custom fields are automatically populated based on what you have enabled in the Re:amaze Shoutbox widget. Data attributes are added to the customer's profile either manually or programmatically.

Conversation Message Thread

Messages are displayed in chronological order, oldest to newest. The thread also indicates whether the customer has viewed your reply, whether teammates have viewed the customer's reply, and event data for actions such as resolving, reopening, reassigning, or archiving the conversation.

Reply Box

The reply box is where you compose replies to customers, leave internal notes for staff members, or forward the conversation to a third party. Each of these actions has its own tab. You can also use the emoji picker, insert an FAQ article hyperlink, or insert a Response Template. To learn more about Response Templates, go to Settings > Advanced Features > Response Templates.

Customer Profile

This panel displays the customer's full name, goes-by name, primary contact identity, additional contact identities such as phone number or social media accounts, time zone, location, and conversation history. To edit the customer profile, select the customer's name.

Recent Activity

The recent activity panel is only enabled if you have the Re:amaze Shoutbox/Chatbox widget embedded inside your website or app. It shows you where the customer is currently and where they've been. To learn more about this feature, see this article.

Integration Panel

Lastly, the Integration Panel is home to all enabled Re:amaze integrations including Shopify, Klaviyo, MailChimp, Stripe, Shipstation, GitHub, and the custom module.