Messaging

Claudia Messages provides an Intercom-like interface for store administrators to stay connected with all customer handoff sessions. When customers request to speak with a human agent, conversations are seamlessly transferred to your team through the Messages interface.

Understanding the Messages Interface

The Messages interface features a three-panel layout similar to Intercom:

  • Left Panel: Conversation List – View all active and past conversations
  • Center Panel: Message Thread – View and send messages in the selected conversation
  • Right Panel: Customer Info – View customer details and conversation context
Accessing Messages
Navigate to Messages
  1. Log in to your Claudery backend
  2. In the left sidebar, locate Claudia
  3. Click on Messages from the submenu
  4. The Messages interface will load with the three-panel layout
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Conversation Status Overview

The conversation list shows all customer conversations with the following statuses:

Status Types
  • Active – Conversation is currently active and waiting for response
  • Waiting – Customer is waiting for your response
  • Resolved – Conversation has been resolved
  • Archived – Conversation has been archived
Filtering Conversations
  1. Use the status filter dropdown in the conversation list header
  2. Select a status (Active, Waiting, Resolved, Archived) or “All Status” to view all conversations
  3. The conversation list will update to show only conversations matching the selected status
Viewing Conversations
Select a Conversation
  1. Click on any conversation in the left panel (Conversation List)
  2. The center panel (Message Thread) will load all messages in chronological order
  3. The right panel (Customer Info) will display customer details and conversation context
Message Thread Display
  • Messages are displayed in chronological order (oldest first)
  • Each message shows the sender name, timestamp, and message content
  • AI messages are clearly labeled and include the conversation context before handoff
  • Customer messages appear with customer name or email
  • Agent messages (your responses) appear with your admin username
Sending Messages
Compose a Message
  1. Select a conversation from the conversation list
  2. The message composer will appear at the bottom of the center panel
  3. Type your message in the text area
  4. Optionally attach a file using the attachment button (📎)
  5. Click Send to send the message
Real-Time Messaging
  • Messages are sent and received instantly
  • When you send a message, the customer receives it immediately in their chat widget
  • When the customer replies, you’ll see their message appear immediately in the message thread
  • No page refresh is needed – the interface updates automatically
Customer Information

When you select a conversation, the right panel displays customer information and conversation context:

Customer Details
  • Customer Name – Name provided during handoff (if available)
  • Customer Email – Email address (if provided)
  • Customer Session ID – Platform session identifier
  • Platform – E-commerce platform (WooCommerce, Shopify, BigCommerce, Odoo)
Conversation Context
  • Handoff Reason – Why the conversation was transferred to human agent
  • AI Conversation History – Context from the AI conversation before handoff
  • Products Viewed – Products the customer viewed during the AI conversation
  • Cart Contents – Items in the customer’s cart at the time of handoff
Managing Conversations
Conversation Status Updates
  • Conversations are automatically marked as “Active” when created
  • You can manually update conversation status as needed
  • Mark conversations as “Resolved” when the issue is resolved
  • Archive old conversations to keep the list organized
Finding Specific Conversations
  • Use the status filter to narrow down conversations by status
  • Conversations are sorted by most recent activity (newest first)
  • Customer name, email, or session ID can help identify specific conversations
  • Platform badge (WooCommerce, Shopify, etc.) helps identify the source platform
Troubleshooting
Messages Not Appearing
  • Verify the Messages interface is configured correctly in Chat Settings
  • Check browser console for errors
  • Ensure your internet connection is working
  • Verify conversation was created after handoff occurred
Real-Time Updates Not Working
  • Check your internet connection
  • Verify Messages interface configuration in Chat Settings
  • Refresh the page if messages aren’t updating
  • Check browser console for connection errors
Conversation Not Created
  • Verify handoff actually occurred (check customer chat widget)
  • Check if the Messages interface is enabled
  • Ensure the base Claudery AI plugin is active
  • Contact support if conversations aren’t being created
Best Practices
  • Respond Promptly – Active conversations should be responded to quickly
  • Review Context – Always check the Customer Info panel for conversation context
  • Use Status Filters – Filter by “Waiting” or “Active” to prioritize conversations
  • Resolve When Done – Mark conversations as resolved when issues are resolved
  • Check Platform – Platform badge helps identify which store the customer is from