Conversations
A conversation is a card. It sits in one column, on one board, and everyone on the team sees the same card in the same place — which is the difference between a board and someone's phone.
What a card shows
| Signal | What it tells you |
|---|---|
| Unread | Nobody on the team has read the latest message yet. Counts roll up to the column and the board. |
| Who is on it | The member who has taken the conversation, if anyone has. |
| How long it has waited | Time since the last inbound message went unanswered. |
| Agent | The reply was the Calypso Agent's, not a person's. |
Read state is shared. Once a teammate opens a conversation it stops being unread for everyone, so two people do not both go to answer it.
Moving a card
Drag it to another column. That is a statement about the conversation's state — "this one is quoted now" — and it is what the column objectives are for.
Cards also move on their own when the agent is working a board and a column's condition comes to hold. Both kinds of move are recorded; see Session logs.
Groups
Group chats are excluded from agent answering. They still land and are still readable by your team — the agent simply does not reply in them. Messages in a group are attributed to the individual who sent them, so you can tell who said what.
Media
Images, documents and voice notes arrive on the card as they were sent. What the agent can read from an attachment is a separate question — see Knowledge on a board.