> For the complete documentation index, see [llms.txt](https://help.novatalks.com.ua/en/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.novatalks.com.ua/en/get-started/crm-light-version-guide/conversations/conversation-panel.md).

# Conversation panel

### Core conversation management functionality for all dialogue types

The **Conversation Management Window** is used to serve the client and view the history of interactions within the dialogue:

<figure><img src="/files/q78111DL608zayG8QPYH" alt=""><figcaption></figcaption></figure>

1. **Client name**

   Clicking the icon opens the client data page (more details — [**Contact Card**](/en/get-started/crm-light-version-guide/conversations/contact-card.md)).
2. **Conversation status** (more details — [**Conversation statuses and substatuses**](/en/get-started/crm-light-version-guide/conversations/conversation-statuses-and-substatuses.md)) and option to change the status.
3. **Client interaction history** within the conversation.
4. **Detailed information about the dialogue** within the selected conversation, including:

* Dialogue ID
* Dialogue tags
* Wrap-up codes — option to select and display completion codes. Multiple wrap - up codes can be assigned to a single dialogue. The list of available codes depends on the completion code settings for the Team or Channel (if the conversation is not assigned to a Team). If such settings are not configured, the option is unavailable.

{% hint style="info" %}
An operator can assign a **Completion Code** to a dialogue during the conversation with the client or after it has ended.

* If the operator selects a Completion Code during the conversation, the popup for selecting a code does not appear at the end, and the dialogue immediately moves to **Completed** status.

* If the operator does not select a Completion Code during the conversation, a popup appears at the end for selecting a code. The dialogue moves to **Post-Service** status. After selecting and saving the code or closing the popup, the dialogue moves to **Completed** status.
  {% endhint %}

* **Skills** — list of skills and their minimum ratings required for the agent to handle this dialogue.

5. **Text message input field**
6. **Private note** — field for entering a hidden note in the conversation, not visible to the client but accessible to system users.
7. **Attachment selection**
8. **Conversation actions** (more details — **Conversation actions**)

### Additional conversation management functionality for dialogues of type **Call**

<figure><img src="/files/GAdnbtaBeZD2KgGOEUJI" alt="" width="375"><figcaption></figcaption></figure>

1. **Hold** — places the call on hold. Pressing the button starts a timer showing the duration in hold mode.
2. **Mute microphone** — mutes the user’s microphone during the call.
3. **Blind transfer** — transfers the call to another number, agent, or team without prior consultation.
4. **Consultative transfer** — allows the user to make a consultative call with another user within the client dialogue, with the option to subsequently transfer the call to that user.

{% hint style="success" %}
Similar call management functionality is also available in the **NovaTalks Web Phone**.
{% endhint %}