> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.6mm.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.6mm.com/_mcp/server.

# Online Conversations

> Online Conversations — Handle an incoming conversation from first review to handoff. Use this workspace to understand the question, coordinate human support and keep the conversation in context.

Handle an incoming conversation from first review to handoff. Use this workspace to understand the question, coordinate human support and keep the conversation in context.

1. **Read the conversation** — Review the question and recent messages.
2. **Choose the handler** — Check ownership before joining or transferring.
3. **Reply and follow up** — Answer, invite feedback or continue in a ticket.

## Work from one conversation workspace

Open **Online Conversations**. The human, monitoring and bot tabs organize the conversations visible to your account. Monitoring access and conversation ownership still apply; an agent does not automatically see every tenant conversation.

1. Select a conversation and read its recent messages and available visitor information.
2. Join, take over, assign or transfer it using the actions your role permits.
3. Reply with text, supported attachments or quick replies. Use language recognition and translation when needed.
4. Manage visitor upload permission and invite a rating where available.
5. Finish the conversation or create/follow up a ticket when further work is needed.

## Understand visitor information

A readable visitor name is a display label, not proof of a verified exchange account. Distinguish a signed-in user ID, an entry email and a contact email supplied during support. Use available session details to understand the case; do not assume two visitors with the same email are the same authenticated user.

Check the current conversation before sending. AI-generated text from an external MCP client is not sent merely because it appears in your AI chat; sending through MCP requires the platform's confirmation flow.

## When human support is unavailable

The visitor entry follows the configured availability and fallback behavior. A ticket can preserve a question for later handling. Keep the displayed instructions consistent with your actual staffing and response policy; avoid promising an unsupported response time.

## Know which workspace to use

| Workspace  | What to do here                                                                                                     |
| ---------- | ------------------------------------------------------------------------------------------------------------------- |
| Human      | Review the conversations available to you and handle assigned work. Check the current agent before replying.        |
| Monitoring | Review conversations within your monitoring permission. Viewing a session and taking it over are different actions. |
| Bot        | Inspect the question and the bot's replies before deciding whether human handling is needed.                        |

### Example: a user asks about exchange integration

1. Read the conversation to distinguish a request for documentation from an account-specific issue.
2. Use a reviewed knowledge answer or an appropriate quick reply. Check any platform names, links and amounts before sending.
3. For another language, use the available recognition and translation controls and review the meaning before replying.
4. If a colleague must continue, transfer or assign within your permissions. If the issue needs later investigation, continue through the appropriate ticket workflow.

**Before closing:** confirm the user received a response, identify any unfinished question and keep the relevant conversation number for follow-up.

## Common questions

#### Why can I see a conversation but not reply?

Check its current owner, your account permissions and whether you need to join or take over first. Monitoring does not automatically grant handling permission.

#### Does an AI-labelled reply always come from a large model?

No. Saved replies and earlier matching stages can also appear as AI messages. Use the bot flow test when you need to diagnose the response path.

## Continue with

#### [Review an earlier conversation](/customer-support/history)

Find messages and service context after the session.

#### [Continue in a ticket](/customer-support/tickets)

Keep track of issues requiring later investigation.