# Conversation Control Bar

## Overview

The **Conversation Control Bar** provides quick access to essential tools for managing live chat interactions. It allows agents to automate responses, search through past messages, escalate issues into tickets, close conversations, and view customer details.

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

***

### 1. Auto-Reply

* **Function**: When enabled, the bot automatically replies to the customer’s messages.
* **Recommendation**: Keep this off if your chatbot is producing incorrect or unwanted answers, so agents can take over directly.

***

### 2. Search

* **Function**: Use the search box to quickly find specific keywords or messages within the conversation history.
* **Use case**: Helps agents review previous interactions without scrolling manually.

***

### 3. Create Ticket

Convert a chat into a **ticket** for tracking and escalation.

<figure><img src="/files/9KVcMGom79wXSgnQvNH4" alt="" width="375"><figcaption></figcaption></figure>

* **Name**: Enter the title of the issue (e.g., “Payment failed” or “Login issue”).
* **Category**: Classify the ticket into a pre-created list. *(See \[Ticket Settings] for how to create categories.)*
* **Priority**: Choose from **High**, **Medium**, or **Low**.
* **Assignee**: Assign the ticket to a specific staff member.
* **Status**: Options include **Open**, **In Progress**, **Solved**, or **Closed**.
* **Reference**: For full setup, see the **Ticket article**.

***

### 4. Close Conversation

* **Function**: Marks the conversation as closed once support is completed.
* **Behavior**: If the customer sends a new message, the conversation will automatically reopen.

***

### 5. Customer’s Information Panel

Displays detailed information about the customer.<br>

<figure><img src="/files/1HPoI3IaCpLk6rGxjUPB" alt=""><figcaption></figcaption></figure>

* **Tags**: Apply pre-created tags to classify or segment customers. *(See \[Tags] for details.)*
* **Notes**: Add internal notes for teammates to view. Notes are not visible to the customer.
* **Assigned Agent**: Shows who is currently in charge of the conversation.

***

#### Quick Summary

The Conversation Control Bar gives agents:

* Automation toggle (Auto-reply)
* Conversation search
* Ticket creation & tracking
* Status control (Close conversation)
* Customer information & classification tools


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documents.cxgenie.ai/live-chat-and-support/live-chat-interface/conversation-control-bar.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.