Working a conversation

Opening a conversation shows the full thread on one timeline: customer messages, agent replies, internal notes, and system events like assignments and transfers. Here are the tools you use to move it forward.

Assignment

A conversation can be assigned to an individual agent, to a team, or to both. Assigning to a team routes it to a group without pinning it to one person yet; assigning to an individual makes it clearly someone's job. Routing rules can assign automatically, and you can reassign at any time.

Priority

Every conversation has a priority: LOW, NORMAL (the default), HIGH, or URGENT. Priority affects sorting, can be set by routing rules, and can influence which SLA policy applies and how the live queue orders waiting chats.

Tags

Tags are workspace-defined labels you apply to categorize conversations (for example, "billing", "bug", or "vip"). They power filtering and reporting. Tags are created once for the workspace and reused, so your taxonomy stays consistent instead of sprawling.

Internal notes

An internal note is a message visible only to your team, never sent to the customer. Use notes to leave context for the next agent, flag something for a teammate with a mention, or record what you tried. Notes live on the same timeline as customer messages so the history stays in one place.

Saved replies

Saved replies (also called macros) are reusable message templates. Each one has a title, a body, and an optional shortcut (for example, /refund) that expands in the composer as you type. Saved replies keep answers to common questions consistent and fast, and any team member can use the shared library.

Resolving and closing

When the issue is handled, resolve the conversation. Hark records the resolution outcome (RESOLVED, PARTIALLY_RESOLVED, and so on) and who resolved it. A resolved conversation can be reopened if the customer replies again. Snoozing pauses a conversation until a time you choose, and while it is snoozed the SLA clock is held.