Bold means the guest spoke last
A conversation shown in bold means the most recent message came from the contact. Something is waiting on you. A conversation that is not bold means the last message went out from your team or from the AI agent. It may still need watching, but nobody is currently waiting on a reply.Channel icons
Each conversation carries a small icon showing where it came from. An Airbnb icon, for example, means the conversation arrived through your PMS connection on an Airbnb booking. An email icon means it arrived through a connected email address. The icon matters when you reply, because the channel a conversation arrived on is the channel Conduit replies on by default. See Replying to a conversation.Tags
Two different kinds of tag can appear on a conversation, and they mean different things. AI flags such as AI needs your help or AI is missing information are raised by Conduit itself. They mean the agent could not confidently handle the conversation. A flagged message is never sent automatically, even on autopilot. Conversation tags are ones you define, for exampleSupplies Missing or Payment Issue. The agent applies them based on a description you write, or your team applies them by hand. Whether a conversation tag stops the agent depends on the escalation level you gave it: urgent tags hold the agent back and escalate to a person, and everything else is purely for filtering and prioritizing.
Custom tags are created under Settings > Conversation Tags. See Conversation Tags for setting them up, and Escalations and AI tags for working the conversations they surface.
Where conversations appear
The left sidebar splits the same set of conversations several ways:
Within each view, conversations are split across the To do, Follow up, and Done tabs. See To do, Follow up, and Done.
Frequently asked questions
Can I stop a particular sender from showing up?
Can I stop a particular sender from showing up?
Yes. Email and spam rules under your workspace settings (under Spam) let you suppress mail from specific addresses so it never reaches the inbox.
Why does a conversation I marked Done reappear in To do?
Why does a conversation I marked Done reappear in To do?
Because the contact replied. A new inbound message pulls the conversation back into To do so it does not get missed. You can also manually send the conversation back to To do section, look at section on To do, Follow up and Done.