Conversations

Conversations are the core of Support Badger - each one represents a support interaction with a customer, from first message to resolution.

Conversation Lifecycle

Creating Conversations

Conversations are created automatically when:

• Customer sends an email to your support address
• Customer starts a chat via the widget
• Customer messages in a monitored Slack channel
• Agent creates a new outbound conversation

Manual Creation

1. Click New Conversation in the inbox
2. Select or create a contact
3. Choose the channel (email, chat)
4. Compose your message
5. Send to create the conversation

Working with Messages

Composing Replies

• Type in the composer at the bottom of the conversation
• Use Cmd/Ctrl + Enter to send
• Format text with the toolbar (bold, italic, lists, links)
• Attach files by clicking the attachment icon or drag-and-drop

Internal Notes

Notes are visible only to your team, not the customer:

1. Click the Note tab in the composer
2. Type your internal note
3. Notes appear with a yellow background
4. Use notes to coordinate with teammates

Canned Responses

Insert pre-written responses quickly:

• Type / to open the menu
• Search by name or shortcut
• Press Enter to insert
• Variables are automatically populated

Conversation Actions

Assignment

Assign conversations to team members for ownership:

• Click the assignee dropdown
• Select a team member
• Or use Assignment Rules for automation

Snoozing

Temporarily hide a conversation and have it reappear later:

1. Click the snooze icon
2. Select a duration or custom time
3. Conversation moves to Snoozed status
4. Reopens automatically at the scheduled time

Tagging

Add tags to categorize conversations:

• Click the tag icon
• Select existing tags or create new ones
• Use tags for filtering and reporting

Conversation Search

Find conversations using the search bar:

• Keywords - Search message content
• Contact - Search by customer name or email
• Tags - Filter by tags
• Status - Filter by conversation status
• Date Range - Filter by time period

Conversation Views

Save filtered views for quick access:

1. Apply filters to the inbox
2. Click Save View
3. Name your view
4. Access saved views from the sidebar

Keyboard Shortcuts