Conversation detail
The Conversation detail page is where you actually do the work — reading the history of a single thread, drafting and sending replies, attaching files, and pulling up the customer’s context.
In this guide:
- Anatomy of the page
- Reply
- Attach files / photos
- Open the sidebars
- Mark resolved or assign
Anatomy
| Zone | What |
|---|---|
| Header | Customer name, source icon, status (Open / Solved), top-right ⋯ menu. |
| Thread | Messages in chronological order. Yours on the right, theirs on the left. Attachments as chips inside their message. |
| Input | Text composer at the bottom with a paperclip (attachments) and a sparkle (AI Copilot). |
| Sidebar buttons | Top-right of the input area — toggle the customer-profile sidebar and the AI Copilot sidebar. |
Step 1: Reply
Type in the composer, tap Send. The reply posts via the right backend (Amazon Buyer-Seller Messaging for buyer threads, chatbot platform for chatbot threads).
For Amazon buyer threads, Hilal’s policy filter pre-checks your draft for promotional content and external links — you’ll see a warning if your draft is at risk of rejection by Amazon.
Step 2: Attach files / photos
Tap the paperclip:
- Photo library — JPG, PNG.
- Document picker — PDF, DOCX, etc.
- Camera — take a photo right now.
Attachments preview inline before sending.
Step 3: Open the sidebars
Two side panels are available:
- AI Copilot (sparkle icon) — suggests replies based on the conversation context. Read AI Copilot sidebar.
- Customer profile (person icon) — shows who you’re talking to and their history. Read Customer profile sidebar.
On mobile both render as bottom-sheet panels (not side panels — there’s no room).
Step 4: Mark resolved / assign
Top-right ⋯ menu:
- Mark resolved — closes the thread.
- Reopen — if the thread was previously closed.
- Assign to teammate — pick a member.
- Add to a group chat — convert to a multi-party thread (sellers).
Coming soon
- Real-time updates — new messages and typing indicators in real time. → Real-time agent chat (coming soon)
- Voice replies — record a voice clip as a reply (where the source platform supports voice).
Troubleshooting
- Send button greyed out. Composer is empty, or you’re offline. Check the offline banner.
- Attachment too big. Per-attachment max varies by source: 25 MB for Amazon, 50 MB for chatbot threads.
- Policy warning didn’t go away even after editing. The phrase still has a flagged term. Rephrase or send without the link.