Conversations
The Conversations view lists every visitor chat from your website, newest activity first, and lets a teammate take over and reply. Open it from the 'Website chat' tab in Operations.
Each row shows the visitor's email if they left one, otherwise 'Visitor', with a preview of the last message and its time. An envelope icon means the visitor 'Left a contact'. The badge shows who is answering: 'AI', 'With a person' or 'Paused'. The view lists the 50 most recent conversations.
Click a row to read the thread. The header shows the page where the chat started. Each message is labelled 'Visitor', 'AI', 'You' for staff replies, or 'System' for the widget's automatic lines, such as the no-answer message.
On a narrow screen the list and the thread take turns: open a conversation and the thread fills the screen, with a back button in its header that returns you to the list.
Take over a conversation
- Open the conversation.
- Click 'Take over'. The badge changes to 'With a person' and the AI stops answering this visitor.
- Type in the 'Write a reply' box and click 'Send'.
- When you're done, click 'Hand back to AI' so the AI answers the visitor's next message.
| Badge | Who answers the visitor | What the visitor sees |
|---|---|---|
| 'AI' | The AI, from your knowledge base | Answers as usual |
| 'With a person' | Only your team | 'A colleague has joined and will reply here.' when they next write |
| 'Paused' | Nobody, until you click 'Resume' | 'A colleague has joined and will reply here.' when they next write |
You can reply without taking over, but the AI keeps answering the visitor's next messages. Take over first if you want the conversation to yourself.
How your reply reaches the visitor
If the visitor still has your site open, your reply appears in their chat right away. If their chat window is closed, a dot on the chat button shows there's a new reply. If they have left, the reply waits and they see it when they come back to your site within 7 days of the last message. Reveto doesn't email replies to visitors.
Visitors see your messages and the AI's under the same agent name. The widget doesn't mark which replies came from a person. While the AI works on an answer the visitor sees a typing indicator; staff replies have none.
Keeping up with new chats
The list updates itself while the view is open, so a new visitor message brings the conversation to the top without a reload. Reloading the page is never wrong, just rarely needed.
What visitors keep between pages
A visitor's conversation follows them across the pages of your site and survives a reload. When they come back, the chat shows their earlier messages, up to the last 50. After 7 days without a message, the next visit starts a new conversation.
The conversation is stored in the visitor's browser for one site, so example.com and www.example.com keep separate conversations. A browser that blocks site storage starts a new conversation each time the page loads.
How long conversations are kept
Message text is kept for 90 days. After that a cleanup that runs every few hours removes it, and the thread shows 'Removed by the retention policy' in its place. The conversation itself, any email the visitor left, and the questions shown in Insights and Leads are kept.