Chat sidebar
Apply labels, fill custom fields, assign agents, and see conversation context without leaving the chat.
The sidebar sits to the right of the chat window and holds everything about the conversation that isn't a message — who owns it, how it's tagged, and what you know about the customer.
Sidebar sections
| Section | What it holds |
|---|---|
| Contact | The customer's profile — name, channel identity, and contact details. |
| Assignment | How urgent the conversation is and who handles it — a Priority row, an Agent row, and a Team row. The Team row only appears on plans that include team inboxes. |
| Labels | Tags applied to this conversation. |
| Custom Fields | Extra values captured for this contact or conversation. |
| Metadata | Channel and system details for the conversation. |
| Sessions | Current and past sessions, with their summaries. |
Sections can be reordered by dragging. Your order is remembered per browser, so you can push the sections you use most to the top.
Set the priority
The Priority row at the top of the Assignment section says how fast this conversation needs a person, on a six-level scale from No priority to Urgent. It reads as five ascending bars.
Your AI agent rates it whenever it hands a conversation to a human. Click the row to open the picker and set your own reading — including No priority to clear it. The change is recorded in the thread with your name on it.
The rating covers the current interaction, so it resets to No priority when a new session begins. See Priority for the scale, the sort, and every case that resets it.
Apply labels to a conversation
Labels are tags — "VIP Customer", "Billing Issue", "Needs Follow-up". Applying one here tags this conversation, which then feeds filters, segments, and reports.
- Open the Labels section in the sidebar.
- Click the add control to see every label in your workspace.
- Select a label to apply it. It appears as a coloured tag in the section.
- To remove one, click the × on the tag.
Your AI agent can also apply labels on its own when AI Extraction is turned on for that label. Create labels and write their descriptions under Presets → Labels — the Manage labels button in this section links straight there.
Fill in custom fields
Custom fields store the extra context your default fields don't cover — plan type, order ID, issue category, city.
- Open the Custom Fields section in the sidebar.
- Find the field you want to fill.
- Enter or select the value. It saves as you go.
If no fields appear, none have been created yet for your workspace. Fields with AI Extraction turned on are filled automatically from the conversation where the agent can work the value out, so you often only need to correct or complete them.
Define the fields themselves under Presets → Custom Fields — the Manage custom fields button in this section links straight there.
Related topics
- Chat window and functionalities — Replying, canned responses, documents, and snooze
- Priority — The urgency scale, sorting by it, and when it resets
- Sessions — Review past interactions and their summaries
- Labels — Create and manage the label library
- Custom Fields — Define contact and conversation fields