Conversations

What are Conversations?

Conversations are threaded chat sessions between visitors (or contacts) and your support team. Each conversation has a timeline of items such as messages, events, identification records, and tool activity.

Key Properties

Every conversation includes:

• status: open, resolved, or spam
• priority: low, normal, high, or urgent
• participants: Support agents (human or AI) involved
• tags: Labels for categorization (billing, technical, onboarding, etc.)
• timeline: Ordered list of timeline items
• lastTimelineItem: Most recent activity for sorting/preview

Conversation Lifecycle

Creation

Conversations are created when:

• A visitor sends their first message through the support widget
• A support agent initiates a conversation from the dashboard
• Your backend creates one via the API

Status Flow

open → resolved
  │       ↑
  │       │
  └→ spam └─ reopened

• open: Active conversation requiring attention
• resolved: Conversation marked as complete (can be reopened)
• spam: Conversation classified as unwanted or abusive traffic

Priority Levels

Conversations can be prioritized:

• low: General questions, non-urgent feedback
• normal: Standard support requests (default)
• high: Important issues affecting user experience
• urgent: Critical problems requiring immediate attention

Support agents can adjust priority based on conversation context.

Real-time Updates

Conversations support real-time synchronization via WebSocket:

• New messages appear instantly
• Typing indicators show when agents are composing
• Seen receipts track when messages are read
• Status changes broadcast immediately

The Cossistant SDK handles all WebSocket management automatically—no configuration needed.

Conversation Timeline

Each conversation has a timeline of items:

• Messages: Text and files from visitors or agents
• Events: System activities (assigned, resolved, participant joined)
• Identification records: Visitor/contact identification activity
• Tool items: AI and tool execution records written into the timeline

The timeline provides a complete audit trail of the conversation.

Example Timeline

1. [MESSAGE] Visitor: "How do I reset my password?"
2. [EVENT] Agent Sarah joined the conversation
3. [MESSAGE] Sarah: "I can help! Click your profile..."
4. [EVENT] Conversation marked as resolved
5. [MESSAGE] Visitor: "Thanks, that worked!"
6. [EVENT] Conversation reopened

Multi-Agent Support

Conversations can involve multiple participants:

• Human agents: Support team members
• AI agents: Automated assistants
• Mixed mode: AI handles initial triage, escalates to humans

Agents can:

• Join and leave conversations
• See full conversation history
• Add internal notes (private timeline items)

Tags and Organization

Tag conversations for filtering and reporting:

Copytags: ["billing", "urgent", "enterprise-customer"];

Tags help:

• Route conversations to specialized teams
• Generate reports and analytics
• Filter dashboard views
• Track common issue types

Seen Tracking

Cossistant tracks when participants last viewed a conversation:

• Visitors: Automatic seen updates when widget is open
• Agents: Tracked in dashboard
• Unread count: Calculated per participant

This powers unread badges in the support widget and dashboard.

Cross-Device Continuity

For identified contacts, conversations sync across devices and storage resets:

• Start conversation on desktop
• Continue on mobile
• Reinstall the app or clear browser storage
• Log in again and identify with the same externalId or email
• Same history, same context

Internally, old conversations keep the original visitor ID that created them. After identification, any current visitor linked to the same contact can still list, read, and continue those conversations through the shared contact.

Anonymous visitors have device-specific conversations. Until a visitor is identified, Cossistant scopes their history to the visitor ID stored on that device/browser.

Learn More

• Timeline Items: Building blocks of conversations
• Visitors: Anonymous users who start conversations
• Contacts: Identified users with cross-device history