A conversation is the core unit of work in PingBack. It represents a thread of messages between your team and a customer, tied to a specific channel (such as your web widget, WhatsApp, or email). Every inbound message from a customer either opens a new conversation or continues an existing one.Documentation Index
Fetch the complete documentation index at: https://docs.pingback.live/llms.txt
Use this file to discover all available pages before exploring further.
How conversations are created
Conversations start in one of two ways:- Customer-initiated — A customer sends a message through a connected channel (your web widget, WhatsApp, Telegram, etc.). PingBack automatically creates the conversation and routes it to your inbox.
- Agent-initiated — An agent creates a conversation manually from the dashboard, selecting a customer and channel. You can include an optional opening message when creating it this way.
Conversation statuses
Every conversation has astatus field that reflects where it sits in your support workflow.
| Status | Meaning |
|---|---|
open | The conversation is active and waiting for a response from your team. New conversations start here. |
pending | The conversation is paused — typically waiting on the customer or on an automated process. |
resolved | The issue has been addressed. A resolved_at timestamp is recorded. |
closed | The conversation is fully closed and moved out of the active inbox. |
You can reopen a resolved or closed conversation at any time by updating its status back to
open.Conversation fields
When you view a conversation in your inbox, you can see the following fields:| Field | Description |
|---|---|
customer | The customer this conversation belongs to. |
channel_type | The channel the conversation came through (e.g., webchat, whatsapp, email). |
status | The current status: open, pending, or closed. |
assignee | The agent assigned to handle this conversation (may be unassigned). |
created_at | When the conversation was first opened. |
resolved_at | When the conversation was marked as resolved (if applicable). |
Message sender types
Each message in a conversation has asender_type that identifies who sent it:
| Sender type | Who it represents |
|---|---|
customer | The customer on the other end of the conversation. |
agent | A member of your support team. |
system | An automated message generated by PingBack (e.g., AI replies, handoff notices). |
Filtering conversations
You can filter your inbox to focus on what matters. PingBack supports filtering by:- Status — View only
open,pending, orclosedconversations. - Assignee — View conversations assigned to a specific agent.
open conversations assigned to a particular agent, or find all pending conversations that have no assignee.
Resolving and closing conversations
PingBack separates resolving from closing:- Resolve — Marks the conversation as
resolvedand records aresolved_attimestamp. Use this when you’ve addressed the customer’s issue. - Close — Sets the conversation to
closedand records aclosed_attimestamp. Closed conversations are moved out of the active inbox.
AI handoff
If you have AI auto-reply enabled, PingBack’s AI can handle conversations automatically. When the AI determines that a human agent needs to step in — for example, if the customer’s question is too complex — it sets theneeds_human_handoff flag on the conversation.
Conversations with needs_human_handoff set to true appear in the Pending Handoffs list in your dashboard. You or an admin can then assign the conversation to a live agent.