> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/live-chat-and-support/conversation-tools.md).

# Conversation Tools

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

There are 5 features that you need to know:

## 1. Auto - reply

When it’s turned on, the bot will automatically reply customer’s message. We recommend you turn off this mode when your chatbot gives an unwanted answer.

## 2. Search

This box will let you find the old message in the conversation.

## 3. Create ticket

This feature will let you create a ticket for your customer help you to manage and solve the issue.

<figure><img src="/files/9KVcMGom79wXSgnQvNH4" alt=""><figcaption></figcaption></figure>

* Name: name of the ticket (issue, problem, etc)
* Category: you can classify your ticket to the list you created before. (click **here** to see how to create your list).
* Priority: 3 options for choosing: high, medium, and low.
* Assignee: choose the staff to manage the ticket.
* Status: 4 options for choosing: open, closed, in progress, and solve.
* For more details, please access the **Ticket** article.

## 4. Close the status conversation

You can close this conversation after finishing your customer support. It will open again when having a new message from the customer.

## 5. Customer's Information

<figure><img src="/files/fRPHe4ME4Orx5sN7g2Il" alt=""><figcaption></figcaption></figure>

* This box will conclude the customer's info. You can choose the tag you created before for classifying or managing your client. (See here to know how to access the Tag)
* You can write down your note for other staff to see. &#x20;
* You can also see who is in charge of this conversation.&#x20;