Conversations
Conversations
How conversations work in Kerabie.
A conversation starts when a visitor sends their first message through the widget. Every conversation has a status, an optional assigned agent, and a full message history.
Conversation lifecycle
Visitor opens widget → sends message
↓
Conversation created → status: WAITING
↓
Agent picks up → status: ACTIVE (or AI handles it)
↓
Issue resolved → status: RESOLVED
↓
After 24h of no activity → status: CLOSEDStatuses
| Status | Meaning |
|---|---|
WAITING | New; no agent has responded yet |
ACTIVE | Agent or AI is handling it |
RESOLVED | Marked resolved by an agent |
CLOSED | Automatically closed after inactivity |
The inbox
The Conversations page in the dashboard is your inbox. It shows:
- All open conversations, sorted by last message
- Unread count badge per conversation
- Filter by status, agent, tag, or date
- Search across message content and customer details
Assigning conversations
Conversations can be assigned to specific agents or teams:
- Manual: Click Assign in any open conversation
- Automatic: Use Automations to route based on rules (page URL, visitor country, keyword, etc.)
- Round-robin: Enable in Settings → Routing to distribute conversations equally across online agents
Tags
Add tags to conversations for organisation and reporting. Tags can be added manually or automatically via automations. Examples: billing, bug-report, feature-request, vip.