Managing Conversations
This guide covers the admin conversation management interface in Super Speedy Chat, accessible from the WordPress admin dashboard.
The Chats Tab
The Chats tab is the default view when you open Super Speedy Chat in wp-admin.
Stats Bar
At the top of the page, a stats bar displays three counts:
- Active – Conversations where an admin has replied and the conversation is ongoing.
- Waiting for Reply – Conversations where a visitor is waiting for an admin response.
- Total – All conversations across every status.
Filtering Conversations
Use the filter buttons to narrow the conversation list:
- All – Shows every conversation regardless of status.
- Active – Shows only ongoing conversations with admin replies.
- Waiting – Shows only conversations awaiting an admin reply.
- Closed – Shows only conversations that have been manually closed.
An Assignee filter dropdown lets you further refine the list:
- All Assignees – No assignee filtering applied.
- Unassigned – Shows conversations not yet assigned to any admin.
- Assigned to Me – Shows only conversations assigned to the current logged-in admin.
A search box allows searching by visitor name or email address.
Conversation Table
Each row in the table displays:
| Column | Description |
|---|---|
| Visitor | Visitor name, email address and phone number |
| Last Message | A preview of the most recent message |
| Status | A badge showing Active, Waiting, or Closed |
| Channel | A badge showing where the conversation came from: the website widget, Discord, or WhatsApp |
| Started | The date and time the conversation began |
| Last Activity | The date and time of the most recent message |
| Assigned | The admin user assigned to the conversation |
| Actions | View opens the full conversation; Delete removes it permanently (see Deleting a Conversation) |
Auto-Refresh and Notifications
The conversation list auto-refreshes every 10 seconds. Alerts for new chats (sound, desktop notification and a Waiting count in the browser tab title) come from the chat rail, which is on every page of the site for administrators, this one included: see Chat Alerts and Replying From Any Page.
Conversation Detail View
Click the View button on any conversation row to open the full detail view.
Message Thread
The main panel displays the full message history. Each message shows:
- Timestamp
- Sender name
- A message type badge indicating the source: visitor, admin, bot, or system. A bot message is an automatic reply produced by LLM Auto-Reply when you are away.
Replying
A reply textarea sits at the bottom of the message thread. Type your response and either click Send or press Ctrl+Enter (or Cmd+Enter on macOS) to submit it.
The sidebar beside the thread shows details about the visitor:
- Name
- Phone – the number the visitor left on the contact prompt (see Contact Details to Ask For in Behaviour and Session Settings), or their WhatsApp number
- Referrer – The page or site the visitor came from
- User Agent – The visitor’s browser and OS
- Page URL – The page where the chat was initiated
- Started At – When the conversation began
For WhatsApp conversations the sidebar also shows the visitor’s phone number and the current reply-window status, so you can see at a glance whether you are still inside Meta’s 24-hour window for a free-form reply.
Assignment
Use the Assigned To dropdown in the sidebar to assign the conversation to any admin user registered on the site. Only Administrators appear in this list, since answering from wp-admin requires the manage_options capability – see Team Roles and Permissions.
Closing a Conversation
Click the Close Conversation button in the sidebar to end the conversation and set its status to Closed.
Auto-Refresh and Notifications
The detail view polls for new messages every 3 seconds. Visitor messages alert through the chat rail like everywhere else, following the Admin Chat Alerts setting on the Behaviour tab.
Deleting a Conversation
Delete in the list’s Actions column, or Delete Conversation in the detail view, permanently removes the conversation, all its messages and its Discord and WhatsApp thread links after you confirm. There is no undo.
If a delete cannot complete, a message gives the reason, for example Request failed (HTTP 403): Cookie check failed when your login has expired in the meantime: reload the page and delete again.
Assigning Conversations
There are two ways to manage assignment:
- From the conversation detail view – Use the “Assigned To” dropdown in the sidebar to assign the conversation to a specific admin.
- From the conversation list – Use the “Assignee” filter dropdown to show only conversations assigned to you, unassigned conversations, or all conversations. This helps admins focus on their own workload or pick up unassigned chats.
On a team, assign a conversation to yourself the moment you start answering it. The Unassigned and Assigned to Me filters then give everyone a clean, non-overlapping queue, so two admins never reply to the same visitor at once.
Conversation Statuses
| Status | Meaning |
|---|---|
| Active | An admin has replied and the conversation is ongoing. |
| Waiting | A visitor has sent a message but no admin has replied yet. |
| Closed | The conversation was manually closed by an admin. |
| Archived | Reserved for future use. |
Saving Canned Responses
While viewing a conversation, you can save any admin message as a canned response for future LLM auto-replies.
To save a canned response:
- Open a conversation detail view.
- Find an admin message you want to reuse.
- Click the star icon on that message.
The message content is saved as a canned response that the LLM can draw from when generating automatic replies to visitors.
Building your canned-response library straight from real conversations is the fastest way to improve auto-replies. Every good answer you star becomes material the LLM can match against the next similar question, so quality compounds as you work.
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