Statuses, filters and search, assigning conversations, internal notes, reply templates, Answer with AI, request types, and the user card.
Open Support Desk in the left menu. The screen has three columns: the list of conversations, the conversation itself, and the user card of the customer. The project selector at the top switches between your projects; Analytics, Settings and Billing (for Owner and Administrators) are links in the top bar.
The list and the open conversation refresh by themselves every few seconds, so new messages appear without reloading.
Conversations and statuses
A conversation is everything one customer address has written to the project. Each has a status:
| Status | Meaning | How it gets there |
|---|---|---|
| Unread | Waiting, nobody has looked. | A new conversation, or any new message from the customer — even in a closed conversation. |
| Open | Being handled. | Opening an unread conversation, or replying to it. |
| Closed | Done. | The Close button, the status dropdown, an automatic close, or the request type Spam / auto-reply. |
Replying to an unread or closed conversation moves it to Open. Changes are written to a history, which is how analytics knows who closed what.
The list is sorted by the latest message, newest first, 40 per page. Each row shows the customer's address, the time of the last message and a preview.
Filters and search
Above the list:
| Filter | Options |
|---|---|
| Status | Open & unread (the default — what still needs attention), All statuses, Unread, Open, Closed |
| Assignee | Everyone, Assigned to me, Unassigned |
| Search | Free text. Every word (up to six) must appear in the customer's email, the subject, the first or last message preview, or any message of the conversation. |
Filters combine: for example Unassigned + Open & unread is the queue nobody has picked up yet. The filters stay in the address of the page, so you can bookmark or share a view. Senders on your mute list never appear.
The same filters — plus request type and a date range — are available in the API.
Assigning
Use the assignee dropdown in the conversation header to give it to a team member (Owner, Administrators and Support Managers can be assigned). Whoever replies to an unassigned conversation takes it, so a queue of unassigned conversations is a real queue.
Replying
Write in the box at the bottom and press Send. The email goes to the customer from your project's Send emails from address, with your signature added, and appears in the conversation. You can attach files.
Placeholders typed by hand are filled in when you send: {email}, USER_ID, {project_name}, {project_domain}, {support_email}, {privacy_policy_link}, {terms_of_use_link}, {customer_portal_link}. Unknown braces stay as they are.
Tip: If the answer is lost on the way back (a flaky connection), pressing Send again does not email the customer twice.
Reply templates
Above the box you will find your templates as chips. Click one to preview it and insert it at the cursor — what you already wrote stays. Use Search templates… when there are many.
- Save turns what you wrote into a new template.
- Templates opens the manager to rename, edit or delete them. Templates are also what auto replies send.
Template placeholders (shown in the manager):
| Placeholder | Filled with |
|---|---|
{email} | The customer's email |
USER_ID | The customer's user ID |
{project_name} | Project title |
{project_domain} | Your project domain |
{support_email} | Support email of the project |
{privacy_policy_link} | Link to your Privacy Policy page |
{terms_of_use_link} | Link to your Terms of Use page |
{customer_portal_link} | Link where customers manage their account |
Answer with AI
Answer with AI drafts a reply from your templates and the whole conversation. It only fills the box — nothing is sent until you press Send, so read and edit it first. If you already started typing, the AI builds on your text. The better your templates describe your policies (refunds, cancellation, how to log in), the better the drafts. It is limited to a handful of drafts per minute.
Internal notes
Use Internal note under the conversation to leave a note for your team — a decision, a phone call, a link. Notes appear in the timeline, are marked as notes, and are never sent to the customer. Ctrl + Enter adds the note.
Request types
Every conversation has one request type, shown in the header:
| Type | The customer… |
|---|---|
| Refunds & charges | asks for money back or disputes a charge |
| Cancel subscription | wants to cancel, pause or stop billing |
| Pricing & payments | asks about prices and plans, or cannot pay |
| Access & login | cannot log in or lost access |
| Bug / technical issue | reports something broken |
| How-to / product question | asks how to set up or use something |
| Data & compliance | asks about GDPR, privacy, security, or data deletion/export |
| Services & partnership | is interested in services, an agency offer or a partnership |
| Feature request / feedback | suggests a feature or leaves feedback |
| Spam / auto-reply | is an out-of-office reply, delivery failure, newsletter or cold pitch |
| Other | anything else |
The type is set automatically by AI when a conversation starts — a new customer, a closed conversation that comes back, or one that was silent for a week (a new topic). Hover the type to see how sure the AI was. You can change it by hand at any time; a type you set is never overwritten by the AI. Choosing Spam / auto-reply closes the conversation (a new message from the sender reopens it).
The type drives auto replies by type and the breakdowns in analytics.
The user card
The right column shows who the customer is, matched by the email address in your project's user properties (and by subscription email when no user property exists):
- Email and every User ID that has this email.
- First visit / Last visit, with the first and last UTM tags (hover them) — which campaign brought this person.
- Subscriptions — status, date, plan, period, amount, next charge, and whether it cancels at period end. Buttons let you show invoices and cancel the subscription immediately or at the period end (when the payment system allows it) without leaving the conversation.
- Links to the user's analytics dashboard and to the Subscriptions page filtered to this user.
If the customer wrote from an address you do not have stored, the card says "No matching users found for this email". Ask them for the email they paid with.
Muting a sender
Mute in the conversation header adds the sender to the project's Mute emails list: this conversation and anything they write later disappear from the inbox. Undo it by removing the line in Project → Support Desk → Mute emails.
Moving a conversation
Mail that was sent to a shared web2wave address but belongs to another project can be handed over to that project by web2wave staff. Customers of your project do not need this.