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Conversations

The conversations section is the central, operational hub of LBDesk, where agents interact directly with customers through a comprehensive, professional, multi-channel interface designed to offer a seamless and efficient communication management experience. Its three-panel structure optimizes workflow and boosts team productivity, making it the key space for intelligently managing all customer interactions.

Interface architecture​

Conversation list panel

The left panel presents a dynamic and organized list of all active conversations, implementing a virtualization system to handle large volumes of data without compromising performance.

Main features:

  • Hierarchical view: Each conversation is displayed in a compact card that includes essential information such as contact name, last message preview, activity timestamp, and read status.
  • Intuitive visual indicators:
    • Colored borders to identify status (open, resolved, pending, snoozed)
    • Counter badges for unread messages
    • Priority icons (urgent, high, medium, low)
  • Multiple selection system: Allows you to select multiple conversations for batch operations using checkboxes that appear on hover.
Visual Conversations

Conversation list panel

The left panel presents an optimized list of conversations with LBdesk-specific features:

Implemented features:

  • Smart Conversation Cards: Each conversation is displayed in a card that includes:
  • Contact avatar with availability status indicator
  • Contact name with differentiated font for unread messages
  • Last message preview with smart truncation
  • Last activity timestamp with relative formatting
  • Unread message counter (maximum "9+")
  • Communication channel icon (inbox) with informational tooltip
Visual Conversations

Main chat panel

The main panel provides the main work area with LBdesk-specific functionality:

Implemented Elements:

Smart Conversation Header:

  • Contact name with HMAC verification
  • LiaDesk escalation indicator when pending
  • Inbox information and snooze status
  • Contact panel toggle button

Optimized Message View:

  • Automatic grouping by date
  • Progressive history loading
  • Delivery status indicators
  • Support for LiaDesk AI messages

LiaDesk escalation system​

Implemented escalation statuses

  • No escalation: Normal conversation status
  • Escalation pending: LiaDesk AI suggests escalation and awaits user confirmation
  • Escalation confirmed: The user confirmed the escalation request
  • Escalation completed: A human agent was successfully assigned
  • Escalation failed: The escalation could not be completed (no agents available, etc.)

Visual Escalation Indicators

  • Escalation indicator:

Component that displays an amber badge with a warning icon when an escalation is pending

  • AI messages:

Automated responses from LiaDesk requesting escalation confirmation

  • Escalation metadata:

Detailed information about attempts, reasons, and timestamps

Filtering and search system​

Standard filters implemented

  • By status: Open, Resolved, Pending, Postponed
  • By assignment: Mine, Unassigned, Assigned, All
  • By inbox: Filtered by specific channel
  • By team: Conversations from specific teams
  • By tags: Filtered by custom tags
Filter Conversations

Semantic search

  • Contents search: Searches messages in the conversation
  • Contact search: Name, email, phone
  • ID search: Unique conversation identifier
Search Conversations

Sort options

  • By activity: Last activity (ascending/descending)
  • By creation: Creation date
  • By priority: Urgency level
  • By wait time: Conversations that require attention
Order By

Status and priority management​

Conversation statuses

  • Open: Active conversation requiring attention
  • Resolved: Conversation successfully completed
  • Pending: Waiting for a customer response
  • Postponed: Temporarily archived until a specific date

Priority system

  • Urgent: Requires immediate attention
  • High: High priority
  • Medium: Standard priority
  • Low: Low priority

Context menu

  • Status management: Change conversation status
  • Agent assignment: Assign or reassign an agent
  • Team management: Assign to work teams
  • Label system: Apply labels for categorization
  • Reading control: Mark as read/unread
  • Snooze options: Snooze until reply, tomorrow, or next week

Bulk actions

  • Multi-select: Select multiple conversations
  • Bulk assign: Assign an agent or team to multiple conversations
  • Bulk status change: Change the status of multiple conversations
  • Apply labels: Apply labels to multiple conversations
Multi-select

Performance Optimizations​

List virtualization

  • Efficient Rendering: Only render visible conversations
  • Infinite Scrolling: Progressive loading when scrolling
  • Memory Optimization: Efficient handling of large volumes

Keyboard navigation

  • Keyboard shortcuts: Quick commands for common actions
  • Accessible navigation: Full support for mouse-free navigation

Responsiveness

  • Adaptive design: Adapts to different screen sizes
  • Expanded/Compact mode: Layout options
  • RTL support: Interface supports right-to-left languages
Adaptive Design

The chats section in LBdesk represents a comprehensive solution that combines Chatwoot's core functionality with advanced AI-powered auto-escalation capabilities, providing customer service teams with a powerful and efficient tool for managing complex communications with a high level of intelligent automation.