Your central workspace for customer communication
The Conversation Screen is where all your customer interactions come together. It’s the heart of charles — the place where your team engages with customers, keeps track of requests, and resolves open issues.
From here, you can see every ongoing or archived conversation, check details about individual customers (like past orders or tags), and keep the communication history neat and actionable — whether through automation or human follow-up.
The Conversation Screen has just been updated with improved workflows and a brand-new Tickets concept. This guide walks you through everything that’s changed.
1. Getting to know the layout
The Conversation Screen is made up of three key areas that work together to keep your inbox organized and your team aligned.
Inbox (left sidebar) — where you filter and navigate different types of conversations, such as Tickets and Archived conversations.
Messages feed (center) — where you see all open threads in the selected view, including new or assigned tickets.
Conversation view (right) — where you read and reply to customer messages, manage assignments, and update ticket status.
These three panels are synchronized — choosing a ticket in the feed will load the latest conversation thread instantly.
2. Working with tickets
What are tickets?
Tickets are conversations that need a human touch — meaning they weren’t resolved by an automated flow or an AI agent. They usually represent open customer requests or complex cases that require manual review. You’ll find three views in the Tickets section of the sidebar:
All – all active tickets, no matter their status or owner.
Assigned to me – tickets that are currently owned by you.
Unassigned – new or open tickets that haven’t been assigned yet.
Each section shows the current count so you can see at a glance where attention is needed. New tickets appear with a purple “New” badge — making it easy to spot fresh customer requests.
What about archived conversations?
The Archived section includes conversations that were handled automatically — usually by a flow or AI agent. You typically don’t need to take action here, but this view is useful for quick reviews, QA, or debugging automations.
3. Managing tickets efficiently
Assigning someone
Ownership keeps your team organized. To assign a ticket, simply click the Assign button in the top bar above the conversation. Choose the colleague who should take ownership and optionally add a note to share context — for example, what’s been discussed so far or what follow-up might be needed.
(Notes are a great way to keep internal communication visible and reduce back-and-forth.)
Resolving a ticket
Once the issue is addressed, click Resolve in the top bar. The conversation will be closed and moved back to the Archived view automatically.
You don’t have to leave a message when resolving — but if context matters for later reporting or automation triggers, it can help to write a short closing note.
If you’re outside the 24h WhatsApp window, you’ll need to use a marketing template to reinitiate the chat with the customer.
For smoother reactivation, we recommend adding a Quick Reply button to your template so customers can easily reopen the session and keep the conversation going.
4. Tips & troubleshooting
Spotting new messages: look for the red “New” badge next to any conversation in the ticket list.
Fast filtering: use the sidebar filters to sort by assigned, unassigned, or archived for quick prioritization.
Debugging automations: archived conversations are perfect for spot checks — you can see how flows behaved or where they handed off to human agents.
Search filter: use the search bar in the Messages feed to find tickets by keyword or contact name.
5. Feedback & support
If something looks off, or if you’re unsure how a workflow behaves, please reach out through the Intercom bubble in the bottom-right corner of your screen. Our support team will be happy to help you troubleshoot or collect feedback for future improvements.