Tickets vs Conversations

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At a glance

Both live under Inbox in the dashboard sidebar.

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Conversations

A conversation is a live AI session. As soon as a user opens the chat widget on your site (or starts a voice or Live Help session), a conversation row is created and appears in Inbox > Conversations > Live Feed. While the conversation is active you can:

• Watch the messages flow in real time
• See the user’s mood (Happy / Neutral / Confused / Frustrated / Angry, derived from the AI’s sentiment scoring)
• Send the AI an inbox training whisper that nudges its next response and can persist for that customer
• Add corrections that improve future training
• Take Over Chat — pause the AI and respond as a human (this creates a ticket)

When the user closes the widget, the conversation moves to Completed. Completed conversations include:

• The full transcript
• AI confidence scoring
• The outcome (Resolved / Escalated / Abandoned)
• A computed AI score (heuristic from sentiment, outcome, and feedback)
• Per-message ratings and trainer feedback

You can still take over a completed conversation by clicking Take Over — Halo creates a ticket from the transcript and gives you a place to follow up.

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Tickets

A ticket is a work item your team owns. Tickets have:

• A status (Open, Priority, In Progress, Snoozed, Resolved, Spam)
• An assignee (a teammate, or unassigned)
• A subject
• A thread of messages (email + chat + internal notes)
• Metadata (channel, source, custom fields, AI confidence, escalation reason)

Tickets are created when: Tickets can be merged when a customer accidentally creates duplicates from different channels. Pick the primary, merge the rest, and the merged tickets are marked Resolved with their messages joined into the primary’s thread.

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Ticket statuses

When new email activity arrives on a Resolved or Snoozed ticket, the status flips back to Open automatically (Spam stays Spam unless you change it).

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How they connect to contacts

Both tickets and conversations link back to the end user (your customer’s record in Halo) and, when known, the company they belong to:

• Open a contact at Contacts > [User] to see all their tickets and conversations.
• Open a company at Companies > [Company] to see every interaction across all their users.

This is why identifying users via the SDK matters so much — without it, every ticket and conversation gets linked to “Anonymous” instead of the real customer record.

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Picking the right one for your workflow

You generally don’t need to think about this — Halo creates the right type for each entry point. But if you’re building integrations:

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Where to go next