Conversation
How conversations work in the Renprofile inbox.
The inbox is a real-time, omnichannel conversation hub. Every inbound message — from Beacon, WhatsApp, Instagram, Facebook, or Email — lands here as a conversation.
Conversation list
The left panel shows all conversations available to you. Each item displays:
- Customer avatar with a platform badge (Beacon, WhatsApp, Instagram, Facebook, TikTok)
- Customer name, phone, or external ID
- Last message preview (truncated)
- Time since last activity
- A blue dot for unread conversations
- An event label when something notable happened (e.g.
Resolved,Escalated,Assigned @agent)
Sort: use the sort control in the list header to switch between Newest and Oldest.
Search: type in the search bar to filter by customer name or phone number.
Views
Navigate between views using the sidebar or URL filter:
| View | What it shows |
|---|---|
| Inbox (default) | Conversations assigned to you |
| All | Every open conversation in the workspace |
| Resolved | Closed conversations |
| Escalated | Conversations escalated from the AI agent |
Conversation states
| State | Description |
|---|---|
| Active | Open; messages can be sent and received |
| Escalated | AI handed off to a human; shows a Resolve button |
| Closed | Resolved; no new messages can be sent until reopened |
Opening a conversation
Click any item in the list to open it. The centre panel loads the full message thread. Messages are delivered in real time via WebSocket — no refresh needed.
Message types
The inbox renders all message formats:
| Type | Notes |
|---|---|
| Text | Markdown supported (headings, lists, bold, code blocks) |
| Image | Tap to open in a lightbox |
| Video | Inline player with controls |
| Audio / Voice | Inline audio player |
| Document | Downloadable with filename and file size |
| Sticker | Rendered inline |
Replying
Type in the composer at the bottom of the conversation. Press Enter to send or Shift+Enter for a new line.
Composer toolbar:
| Action | Description |
|---|---|
| Agent Reply toggle | Enable or disable Rian for this conversation; shortcut ⌘T |
| Variables | Insert dynamic variables into your reply |
| Saved Replies | Insert a pre-written canned response |
| Emoji | Open the emoji picker |
| Attach | Upload an image, video, audio, PDF, or document |
| Schedule | Send the message in 15 minutes or 1 hour |
A typing indicator is broadcast to other agents via WebSocket while you type.
Conversation actions
Actions are available in the conversation header and via right-click on any item in the list.
Header actions:
| Action | When available |
|---|---|
| Snooze | Any active conversation |
| Resolve | Active conversations; marks as closed |
| Reopen | Closed conversations |
| Resolve escalation | Escalated conversations; option to re-enable Rian or leave it off |
| Open sidebar | Always; opens the Conversation Details panel |
Right-click context menu (on list item):
- Assign to a team member or unassign
- Snooze
- Mark as priority
- Mark as read
- Escalate
- Close or Reopen
Conversation details panel
Click the sidebar icon in the conversation header to open the details panel on the right.
Assignee: shows the current assignee with avatar and first name. Admins and owners can click to reassign using a searchable member picker. Disabled when the conversation is closed.
Team: shows the workspace name.
Agent notes: an expandable text area that syncs with the AI-generated conversation summary. Edit and save your own notes here (up to 1,000 characters). Shows a live line and column count.
User tags: an expandable read-only list of tags attached to the conversation.
Presence
When a contact is online, a presence indicator shows their status and current URL in real time. This is powered by the Beacon SDK's session tracking.