Viewing and Managing Chats

Chat List

The Conversations section is where you review all guest interactions handled by your agent. The screen is split into two parts:

• the conversation list on the left

• the selected conversation view on the right

Each conversation row usually shows:

• guest name or identifier

• source icon

• message preview

• time or date of the latest activity

Click any conversation to open the full history.

Filtering the List

Use the controls at the top of the Conversations screen to narrow the list:

• Tags — show only conversations with specific tags

• Filters — open options for date range, source, chat type, and other conditions

• Download — export conversations for the selected date range

For a detailed breakdown of filters and chat sources, see Chat Sources and Filters.

Conversation Details

When you open a conversation, the detail view shows the message thread and related guest information.

At the top of the conversation you may see:

• phone number, email, or platform username

• conversation source

• tags

• device or location information, when available

Within the thread:

• guest messages appear separately from Una's replies

• system events may appear for actions such as form submissions

• linked conversations can appear when a chat was transferred between agents

Tags

Tags help your team organize chats by intent, urgency, guest type, or workflow stage.

To use tags:

1. Open a conversation

2. Click the + button in the tags area

3. Select an existing tag or create a new one

4. Remove a tag by clicking it again when needed

Useful examples include VIP, booking, follow-up, or needs-human.

Downloads

Depending on the conversation type, you can download content directly from the Conversations area.

• Phone calls may include downloadable call recordings

• Conversation exports let you save chats as text for review or sharing

Best Practices

• Use filters first when you are looking for a specific period or channel

• Add tags consistently across the team

• Export or download important conversations before sharing them outside the platform

Empty States

• Empty results usually mean the selected filters are too narrow or there were no conversations in that period

• If your conversation list is empty, try widening the date range or clearing filters