Communications and support
Take over and resolve support conversations
Review a conversation, reply as a person and hand it back deliberately.
Before you begin
- Sign in to Eva and select the intended project.
- Use fictional records when practising; changes affect the selected business.
Starting screen: /dashboard/support
1. Find a conversation
Use Search support, the Provider filter and Chat status. Select a native conversation from Conversation list.
Expected result: The Selected conversation and chronological timeline appear.
Confirm it worked: Confirm visitor identity and project before replying.
2. Take over
Open Conversation actions and choose Take over.
Expected result: The conversation enters human control.
Confirm it worked: Review the control status before sending a reply.
3. Reply or add a private note
Enter text in Reply or private note. Choose Send reply and take over for a visitor-visible response, or Add private note for internal context.
Expected result: The chosen entry appears with its appropriate visibility in Support timeline.
Confirm it worked: Private notes must not be confused with visitor replies.
4. Link a reviewed CRM customer
Choose Link to CRM customer, use CRM customer search, review the selected CRM customer, then Confirm customer link.
Expected result: The conversation references the reviewed customer.
Confirm it worked: Compare identity and email before confirmation.
5. Resolve or return control
Use the available resolve/close action, Reopen for a closed conversation, or Return to agent to relinquish human control.
Expected result: The lifecycle/control state updates.
Confirm it worked: Reopen the conversation and confirm its status.
Troubleshooting and alternatives
Intercom and Zendesk provider conversations are cached read-only surfaces; native takeover/reply actions are not universally available there.
If a selected record disappears after filtering, clear the filter and confirm the current project.