> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.aura.konceptservices.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.aura.konceptservices.com/_mcp/server.

# Manage conversations

> Learn how to organize, filter, and manage conversations from all your messaging channels in one place.

## The conversation list

In the **Messages** section of the side menu, you will find all conversations from your connected channels. The view is divided into two tabs:

* **All**: Shows all active conversations.
* **Archived**: Shows conversations you have previously archived.

## Search and filter

Use the **Search** bar at the top to find conversations by name or content. You can also apply filters to narrow down the results:

* **Status**: Filter by conversation status (Created, Pending, Replied, Resolved).
* **Date range**: Select a specific time period to see only conversations from those dates.

## Conversation options

When you open a conversation, you can access several options through the **Conversation options** menu:

| Option           | What it does                                                                 |
| ---------------- | ---------------------------------------------------------------------------- |
| **Mark as read** | Marks the conversation as read so it no longer appears as new.               |
| **Resolve**      | Changes the conversation status to resolved, indicating it has been handled. |
| **Archive**      | Moves the conversation to the Archived tab to keep the main list clean.      |
| **Unarchive**    | Returns an archived conversation to the main list.                           |
| **Delete**       | Permanently deletes the conversation along with all its messages and files.  |

> **Warning**
>
> Deleting a conversation is irreversible. All messages and associated files will be erased. Make sure you do not need that information before deleting it.

## Control the agent's replies

Each conversation has a toggle called **Agent replies**. When enabled, the agent automatically replies to messages in that conversation. Turn it off if you want to handle the replies yourself.

## Start a new conversation

Press the **New** button to open a conversation with a customer. You will need to fill in:

1. **Channel**: Choose the messaging channel you want to use.
2. **Customer Name**: Enter the person's name.
3. **Phone Number** or **Email**: Depending on the selected channel.
4. **Template**: If the channel requires it (such as WhatsApp outside the 24-hour window), select an approved template.

> **Info**
>
> Some channels do not allow opening conversations outside the messaging window. In those cases, you will need to use an approved template.

## Send messages and attachments

Inside a conversation, you can:

* **Write messages** directly in the text field.
* **Attach templates**: Send an approved template by pressing **Attach > Template**.
* **Attach files**: Send documents by pressing **Attach > File**.
* **Attach photos**: Send images by pressing **Attach > Photo**.
* **Record audio**: Send a voice message with the record button.
* **Insert emojis**: Add emojis to your messages.