Conversations
How chats, tickets, and visitor sessions move through Humagician.
A conversation is a single thread between one visitor and your team — whether it started in chat, email, or a contact form. Conversations carry tags, an assignee, a status, and a full message history.
Statuses
| Status | Meaning |
|---|---|
| Requested | Visitor asked for a human. Sits in the queue waiting to be accepted. |
| Active | Currently being handled (by an operator, by Huey, or both). |
| Closed | Resolved. Stays searchable in Archives. |
You'll see all three on the Chats page filtered by tab, plus open chats listed under your own filter views (Inbox, Mentions, All, Unassigned, Assigned to me).
How a chat starts
Visitor opens the widget
They see the greeting, optionally answer a few qualifier questions, and land in a conversation thread.
Responder replies
Huey/Responder reads your KB + recent chat history and answers. If it can't, it offers to route to a human.
Optional: handoff
Visitor accepts. The chat moves to Requested and pings online operators.
Operator accepts
Status flips to Active. The conversation is now assigned to that operator. Huey can stay in the loop as a suggestion-maker (Hybrid mode) or step out entirely.
Resolution
Operator clicks Close when done. Status flips to Closed, visible in archives.
Email-channel conversations
If a visitor emails you (when you've set up email forwarding), the inbound email becomes a conversation just like a chat. Replies go back via email automatically. See Help desk for inbox setup.
Tags
Tags are free-form labels (e.g. returns, vip, urgent). Apply via the + Add tag button on the conversation header. Use tags in filter views to slice your queue.
The Responder can auto-tag based on rules you set in Support → Rules. Common rules:
- "Tag any conversation mentioning 'refund' as
refund-request" - "Tag VIP customers based on Shopify order count"
Assignment
A conversation can be:
- Unassigned — sitting in the queue
- Assigned to an operator — they own follow-ups
- Auto-handled by AI — Responder owns it; no operator until escalation
The Assign button on the chat header lets you reassign or hand back to AI.
Routing rules
Set up routing in Support → Rules:
- Round-robin among online operators
- Skill-based (tag-driven, e.g. "refund tickets go to Anna")
- VIP detection (Shopify customer total spend > $X)
- Out-of-hours fallback (queue to email instead of waiting)
What Huey sees
When an operator chats with Huey (the operator AI inside the app), Huey can:
- Look up the current conversation's metadata
- Pull recent messages from any conversation in your workspace
- Search Shopify for related orders/customers/products
- Read your AI configuration
Huey cannot send messages on your behalf — operators stay in control of customer-facing replies.
Archives
Closed conversations live in Archives for the duration of your retention plan. Search by visitor email, content, or date range.
If a customer comes back, their previous conversations show up automatically in the Chat detail panel on the right — so you/Huey have full context without searching.