Get around the panel without hunting for things
A short tour of where everything lives at cloud.vera.support, so you can find a conversation, tidy your inbox and move on with your day.
This is for your first hour in the panel, and for any new agent you add later. It covers the six areas in the left menu, what each conversation status really does, and the shortcuts that turn repeated clicking into one keystroke.
Step by step
Learn the left menu
Everything starts from the left menu: Conversations, Users, Chatbot (the smile icon), Articles, Reports and Settings. Conversations is where you will spend most of your time; Settings is where the rest of this help centre points you.
Set a conversation's status
Open a conversation and use the icon buttons at the top right. From there you can mark as read, archive, delete and restore. Archiving is how you clear a conversation out of the inbox once you are finished with it.
Search for what you need
The conversations search looks at department ID, assigned agent ID, conversation title, conversation ID, message text, attachment name, and the user's first name, last name and email. Matching messages are highlighted and scrolled to, so you land on the exact line rather than the top of the thread.
Scroll for older conversations
The conversations list auto-paginates and loads 100 results each time you scroll to the bottom. If something looks missing, keep scrolling or search for it instead of assuming it has gone.
Handle the trash with care
Deleted conversations go to the trash, where you can still restore them. Emptying the trash permanently deletes those conversations, and anything left in the trash is deleted automatically after 30 days.
Use the keyboard for the repetitive parts
Move between conversations with CTRL and the UP or DOWN arrows, and between users with CTRL and the RIGHT or LEFT arrows. Hold CTRL and click to select several conversations, then archive, delete or mark them read or unread in one go.
Settings reference
| Setting | What it does |
|---|---|
| CTRL + UP / DOWN | Moves to the previous or next conversation. |
| CTRL + RIGHT / LEFT | Moves to the previous or next user. |
| CTRL + click | Selects multiple conversations so you can archive, delete, or mark them read or unread together. |
| CTRL + V | Pastes an image from your clipboard and sends it. |
| SHIFT + ENTER or CTRL + ENTER | Adds a line break in the admin editor instead of sending the message. |
| ENTER / SPACE | Confirms or closes a dialog. |
| ESC | Declines or closes a dialog, and closes a lightbox. |
Good to know
Emptying the trash is final
Conversations removed by emptying the trash are permanently deleted. Trashed conversations are also deleted automatically after 30 days, so treat the trash as a short grace period rather than storage.
A new message brings a conversation back
If a customer writes again to a conversation you archived or trashed, it is restored to the Inbox automatically. Archiving is not a way to stop hearing from someone.
Deleting a user deletes their history
Removing a user permanently deletes their conversations, messages and attachments. If you only want the thread out of your inbox, archive it instead.
Agents can delete their own messages
Hover a message and open the message menu to remove it. This is useful when an agent sends the wrong reply and wants it gone from the customer's view.
Dates follow the browser
The date and time format in the panel matches the browser language automatically, so different agents may see the same timestamp written differently.
Common questions
What is the difference between archiving and deleting a conversation?
Can I get a deleted conversation back?
Why does the conversations list seem to stop?
Can I search inside the text of messages?
How do I archive or delete several conversations at once?
What happens to a customer's conversations if I delete them from Users?
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