Handle customer conversations

Conversations land in the same agent console as calls. Each one shows the customer's name, the channel (📞 / 💬 / WhatsApp icon), the full history, and any CRM context.

What you can do

• Reply in the channel the customer used.
• Send quick replies — pre-written snippets your admin set up.
• Attach files — images, PDFs, audio.
• Transfer the conversation to another agent or team.
• Add an internal note — visible to colleagues, not to the customer.
• Resolve / close when you're done. Closed conversations stay searchable.
• Switch to voice — start a call from inside the chat if it'll be faster.