--- title: "Conversation Management System - Devad CHAT Docs — Devad" url: "https://devad.io/help/en/docs/settings-area/conversation-management-system--57" --- [Skip to content](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#main-content) [Devad](https://devad.io) [Home](https://devad.io) [POST](https://devad.io/post) [CHAT](https://devad.io/chat) [SITE](https://devad.io/site) [AI](https://devad.io/ai-agent) [Pricing](https://devad.io/pricing) [](https://devad.io/help#hc-search) [Agent view](https://devad.io/help/en/docs/settings-area/conversation-management-system--57.md) [Docs](https://devad.io/help?type=doc&lang=en&view=list) [Guides](https://devad.io/help?type=guide&lang=en&view=list) [Blog](https://devad.io/help?type=article&lang=en&view=list) [Changelog](https://devad.io/help?type=changelog&lang=en&view=list) Browse this Help Center [Settings Area](https://devad.io/help?category=5&lang=en) - [Conversation Management System](https://devad.io/help/en/docs/settings-area/conversation-management-system--163) - [Conversation Management System](https://devad.io/help/en/guides/settings-area/conversation-management-system--164) - [Articles & Tickets Sections](https://devad.io/help/en/docs/settings-area/articles-tickets-sections--45) - [Automations & Cron Job](https://devad.io/help/en/docs/settings-area/automations-cron-job--48) - [Department Settings & Configuration](https://devad.io/help/en/guides/settings-area/department-settings-configuration--168) - [Department Settings & Configuration](https://devad.io/help/en/docs/settings-area/department-settings-configuration--167) - [Notifications Management](https://devad.io/help/en/guides/settings-area/notifications-management--171) - [Notifications Management](https://devad.io/help/en/docs/settings-area/notifications-management--170) - [Conversation Management System](https://devad.io/help/en/docs/settings-area/conversation-management-system--57) - [Department Settings & Configuration](https://devad.io/help/en/docs/settings-area/department-settings-configuration--63) - [Departments, Queue and routing](https://devad.io/help/en/docs/settings-area/departments-queue-and-routing--66) - [Email, Newsletter, SMS, & Notifications](https://devad.io/help/en/docs/settings-area/email-notifications-sms--69) - [Miscellaneous: More Features & settings](https://devad.io/help/en/guides/settings-area/more-features-settings--185) - [Miscellaneous: More Features & settings](https://devad.io/help/en/docs/settings-area/more-features-settings--184) - [Language and Translations](https://devad.io/help/en/docs/settings-area/language-and-translations--201) - [Language and Translations](https://devad.io/help/en/guides/settings-area/language-and-translations--202) - [Articles & Tickets Sections](https://devad.io/help/en/guides/settings-area/articles-tickets-sections--204) - [Articles & Tickets Sections](https://devad.io/help/en/docs/settings-area/articles-tickets-sections--203) - [Departments, Queue and routing](https://devad.io/help/en/docs/settings-area/departments-queue-and-routing--205) - [Departments, Queue and routing](https://devad.io/help/en/guides/settings-area/departments-queue-and-routing--206) - [Language and Translations](https://devad.io/help/en/docs/settings-area/language-and-translations--102) - [Automations & Cron Job](https://devad.io/help/en/docs/settings-area/automations-cron-job--209) - [Automations & Cron Job](https://devad.io/help/en/guides/settings-area/automations-cron-job--210) - [Mobile App & Other Settings](https://devad.io/help/en/docs/settings-area/mobile-app-other-settings--108) - [Miscellaneous: More Features & settings](https://devad.io/help/en/docs/settings-area/more-features-settings--111) - [Mobile App & Other Settings](https://devad.io/help/en/guides/settings-area/mobile-app-other-settings--213) - [Mobile App & Other Settings](https://devad.io/help/en/docs/settings-area/mobile-app-other-settings--212) - [Notifications Management](https://devad.io/help/en/docs/settings-area/notifications-management--117) [Help Center](https://devad.io/help) › [Docs](https://devad.io/help?type=doc&lang=en) › [Settings Area](https://devad.io/help?category=5&lang=en) › Conversation Management System Docs # Conversation Management System Here is the full, SEO-optimized, and expanded article based on your documentation. I have utilized the specific GreenShift and WordPress blocks you provided to ensure a polished, “ready-to-paste” format. The... Here is the full, SEO-optimized, and expanded article based on your documentation. I have utilized the specific GreenShift and WordPress blocks you provided to ensure a polished, “ready-to-paste” format. The content has been slightly expanded for better flow and SEO context without altering the technical instructions. ### Comprehensive Guide to Managing Conversations Efficient conversation management is the backbone of excellent customer support. In this system, conversations are categorized into four distinct statuses to help you organize your workflow: **mark as read**, **archive**, **delete**, and **restore**. You can effortlessly manage the status of any active chat by opening it within the conversations area and selecting the corresponding icon located in the top-right corner of the window. ### Advanced Search and Filtering Finding specific interactions is straightforward with the robust search functionality. The system allows you to search using various data points to locate exactly what you need. If you search for specific message text, the system will not only find the conversation but also highlight the exact message string for quick reference. - **Department or Agent ID:** Filter by specific internal IDs. - **User Details:** Search by first name, last name, or email address. - **Content:** Search by conversation title, message text, or attachment names. **Critical Notice:** When you empty the trash, all conversations contained within are permanently deleted and cannot be recovered. Trashed conversations are automatically deleted after 30 days. ### Text Editor & Automated Message Features The admin area text editor, used for live chats and automated messages (such as Welcome or Subscribe messages), supports robust styling options. This allows you to create stylized, professional, and clear communications. **Link Formatting:** The system automatically converts text links into clickable hyperlinks. To customize the text of a link, append the following string to your URL: `#sb-example`. Simply replace “example” with your desired link name (use hyphens for spaces). - **Bold Text:** Surround text with asterisks, e.g., `*your text*`. - **Italic Text:** Surround text with double underscores, e.g., `__your text__`. - **Strikethrough:** Surround text with tildes and colons, e.g., `~: ~your text~`. - **Code Blocks:** For single lines use backticks ``code``. For blocks, use triple backticks ````block````. *Note:* For security reasons, direct HTML, JavaScript, or other code languages are not permitted in the standard editor. However, you can achieve complex layouts using **Rich Messages** (detailed below). ### Dynamic Merge Fields Merge fields allow you to personalize automated messages by inserting dynamic variables that are replaced by external values when the message is sent. | Code | Description | | --- | --- | | {user_name} | Full name of the active user. | | {user_email} | Email address of the active user. | | {agent_name} | Full name of the responding agent. | | {agent_email} | Email address of the responding agent. | ### Rich Messages & Interactivity Rich messages transform standard text into interactive elements like buttons, sliders, dropdowns, and inputs. These are essential for creating engaging chatbots or collecting structured data from users. They are implemented using specific shortcodes. Here is the corrected code block. I have restructured the “How Rich Messages Work” section to match the “Stack – Long steps” style you requested. The descriptive text has been moved from the heading subtitle into separate paragraph blocks below each step. ### How Rich Messages Work 1 ### Create and Send Insert the shortcode into the admin text editor. Customize parameters with your info and send. 2 ### Message is Displayed The user sees the rendered interactive element (not the code) and selects or enters information. 3 ### Response Submitted Once filled and sent by the user, a success message appears and the data is saved securely. ### List of Rich Messages Card Message **Description:** Displays a call-to-action card featuring an image, title, description, and link. ~~~ [card image="URL" header="TITLE" description="Lorem ipsum" link="URL" link-text="Purchase" extra="$599" target="_blank"] ~~~ Slider & Slider Images **Description:** Create a slider of up to 10 call-to-action cards or a simple image slider. ~~~ [slider image-1="URL" header-1="TITLE" description-1="Text" link-1="URL" link-text-1="Buy" image-2="URL"...] [slider-images images="URL,URL,URL"] ~~~ Inputs, Chips, & Buttons **Chips:** A list of clickable buttons: `[chips options="A,B,C"]` **Buttons:** Standard buttons: `[buttons options="A,B,C"]` **Inputs:** A list of text inputs fields: `[inputs values="A,B,C" button="Send now"]` Select Dropdown **Description:** Displays a dropdown list of options for the user to choose from. ~~~ [select options="Option A,Option B,Option C"] ~~~ Email Collection Form **Description:** A form to collect user email and phone numbers. Supports merge fields. Use `required-messaging-apps="true"` to force data entry on apps like WhatsApp. ~~~ [email name="true" last-name="true" phone="true" phone-required="false" placeholder=""] ~~~ Video, Image, & Share **Video:** Embed YouTube or Vimeo. **Image:** Display a single image. `[image url="HTTPS_URL"]` **Share:** Social sharing buttons. `[share fb="#" tw="#" li="#" pi="#" wa="#"]` Advanced Lists & Tables **Standard List:** `[list values="A,B,C" numeric="true"]` **Double List (Titles):** `[list values="Title:Content,Title2:Content2"]` **List with Images:** `[list-image values="URL:Title,URL:Title2"]` **Table:** `[table header="Col1,Col2" values="Row1A:Row1B,Row2A:Row2B"]` **Global Parameters:** All rich messages support the following optional parameters to control behavior and data storage: - **Option** `id="123"`: The ID used to save the JSON data. - **Option** `title="ABC"`: The title displayed on the message. - **Option** `message="ABC"`: A description appearing underneath the title. - **Option** `success="ABC"`: The text shown after the user successfully completes the form. - **Option** `settings="ABC"`: Extra fields for optional values. ### Integrations & Advanced Customization **Dialogflow Integration:** To use rich messages within a Dialogflow chatbot, simply paste the desired shortcode directly into the “Text Response” field of the Intent. **Data Handling (JSON):** When a user interacts with a rich message, the data is saved in the database under the `sb_messages` table in the `payload` column. The format is JSON: ~~~ {"rich-messages":{"UniqueID":{"type":"email","result":{"email":["user@example.com","User Input..."]}}}} ~~~ **Custom HTML Codes:** For advanced users, you can create custom rich messages via *Settings > Miscellaneous*. While these are static, you can use specific HTML classes for styling: - Link with button design: `Click here` - Zoomable Image: `
` ### System & Automated Messages Welcome & Follow-up Messages **Welcome Message:** Sent to new users visiting for the first time. It is not sent to Slack. **Follow-up Message:** If no agents respond within a specific interval (usually 15 seconds if online, 5 seconds otherwise), a request for user details (email) is sent. This ensures you can contact them later via the newsletter feature or email notifications. Offline & Privacy Messages **Offline Message:** Notifies users when agents are offline or outside office hours. It is sent a maximum of once per hour per user. **Privacy Message:** Displays GDPR compliance buttons (Accept/Decline). Users must accept to start chatting. This is disabled automatically if “Require Registration” is active. Rating System Users can rate conversations when archived. You can also set up an **Email Reminder** via cron jobs to request a rating if one wasn’t provided. If AI is enabled, user text replies can be analyzed to extract a rating automatically. ### Admin Tools & Attachments **Attachments:** The system automatically displays common image formats (.jpg, .png). To allow other file types (like .exe or .abc), you must modify the `config.php` file by defining the `SB_FILE_EXTENSIONS` array. **Tags & Notes:** Administrators can assign tags to conversations for better filtering. Tags can also be assigned automatically via JavaScript variables (`SB_DEFAULT_TAGS`). Private notes can be added to conversations, visible only to agents and admins. **Transcript Feature!**Agents can send a full conversation transcript to the user as a file by clicking the “Transcript” button in the admin window. Use this page [Ask ChatGPT](https://chatgpt.com/?q=Read%20https%3A%2F%2Fdevad.io%2Fhelp%2Fen%2Fdocs%2Fsettings-area%2Fconversation-management-system--57%20and%20answer%20questions%20about%20the%20content.) [Ask Claude](https://claude.ai/new?q=Read%20https%3A%2F%2Fdevad.io%2Fhelp%2Fen%2Fdocs%2Fsettings-area%2Fconversation-management-system--57%20and%20answer%20questions%20about%20the%20content.) On this page [Comprehensive Guide to Managing Conversations](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-comprehensive-guide-to-managing-conversations) [Advanced Search and Filtering](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-advanced-search-and-filtering) [Text Editor & Automated Message Features](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-text-editor-automated-message-features) [Dynamic Merge Fields](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-dynamic-merge-fields) [Rich Messages & Interactivity](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-rich-messages-interactivity) [How Rich Messages Work](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-how-rich-messages-work) [Create and Send](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-create-and-send) [Message is Displayed](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-message-is-displayed) [Response Submitted](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-response-submitted) [List of Rich Messages](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-list-of-rich-messages) [Integrations & Advanced Customization](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-integrations-advanced-customization) [System & Automated Messages](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-system-automated-messages) [Admin Tools & Attachments](https://devad.io/help/en/docs/settings-area/conversation-management-system--57#conversation-management-system-admin-tools-attachments) ## Keep exploring [### Conversation Management System Here is the full, SEO-optimized, and expanded article based on your documentation. I have utilized the specific GreenShift and WordPress blocks you provided to ensure…](https://devad.io/help/en/guides/settings-area/conversation-management-system--164) [### Conversation Management System Here is the full, SEO-optimized, and expanded article based on your documentation. I have utilized the specific GreenShift and WordPress blocks you provided to ensure…](https://devad.io/help/en/docs/settings-area/conversation-management-system--163) [### Articles & Tickets Sections Knowledge Base & Ticket Management Expand your customer support capabilities beyond real-time chat. This guide covers two essential modules: Articles and Tickets. Learn how to build a searchable Knowl...](https://devad.io/help/en/docs/settings-area/articles-tickets-sections--45) [### Department Settings & Configuration Department Settings & Configuration Organizing your support team into departments ensures that user inquiries are handled by the right experts. 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