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Scheduling, ending, and rescheduling calls

  • 6 min read
  • Last updated September 24, 2026
On this page
  1. Top bar
  2. Assignment and Transfer
  3. Changing the status and closing
  4. Postponement
  5. Tags
  6. Spam
  7. Merging
  8. Other actions in the ⋮ menu
  9. Details panel
  10. Related articles

You can manage who a conversation belongs to, its status, and how it’s categorized using the top bar of the conversation screen and the Details panel on the right. This article covers assignment, status changes, closing, tagging, marking as spam, merging, and postponing.

  • InboxOpen the conversation you want to manage
  • StatusesDefine your own call statuses; administrator privileges required
  • TagsEdit the tag list; administrator privileges required
  • GroupsManage teams assigned to meetings; team management permissions are required

Top bar

From left to right: the button to hide the list column, the conversation subject (clicking it opens the "Edit Subject" window), the ⋮ menu, the tag icon, the status button, and the button that opens the Details panel if it is closed. Users with read-only access to conversations do not see the ⋮, tag, and status buttons.

Assignment and Transfer

  1. Open the panel — In the Details panel, click the Assigned or Group row. To view agents and groups together, select Transfer Call from the ⋮ menu.
  2. Select — You appear at the top of the list as "(You)." This information is displayed next to representatives who are offline or unavailable for calls. To clear the assignment, select the (Unassigned) row.
  3. Feel free to leave a note — Text you enter using “Add a Private Note” is added to the conversation as an internal note. If BLE AI is enabled, the “Summarize Conversation” box generates a handover note for the person taking over the conversation.
  4. Confirm — The button displays "Assign," "Transfer," or "Cancel Assignment" depending on the status.

A notification stating "This conversation has been assigned to you" is sent to the person to whom the conversation is assigned (it is not sent if you assign it to yourself). When you reply to an unassigned conversation, the conversation is automatically assigned to you.

Changing the status and closing

Depending on the type of call, the status button appears in two forms:

  • Chat (live chat on your website): The Close button prompts a confirmation and closes the chat. When the chat is closed, the button changes to Reopen.
  • Request (via email, the Help Center, and messaging channels such as WhatsApp, Instagram, Messenger, and Telegram): A status menu with colored dots opens. The default statuses are Open, Pending, and Closed; statuses defined by your administrator are also listed here.

The S shortcut performs the same function as the status button; it does not work while typing in a text box. After changing the status of the request type, your "what happens after submission" preference will also be applied.

A closed conversation moves to the "Closed" section and is not deleted. If you send a reply or the customer writes in the same conversation again, the conversation reopens. Sending a reply never closes the conversation; you can use the auto-close setting to have forgotten conversations close automatically.

Postponement

Paused calls do not appear in other sections until the time limit expires and are grouped in the "Paused" section. Once the time limit expires, they automatically return to their normal sections; the auto-close feature also does not affect paused calls until the time limit expires.

There is currently no "postpone" button on the panel. Meetings can be postponed via the CRM's developer API.

Tags

Click the tag icon on the top bar or press the T key. Search in the Tags panel; clicking a tag adds it, and clicking an attached tag removes it. If you type a name not in the list, the "Create '…" tag" line appears. Added tags appear as chips in the Details panel below the Assigned and Group rows; clicking the X on a chip removes the tag.

The tags here are associated with the conversation. To add tags to the customer, use the "Customer Tags" section in the Details panel.

Spam

When you select "Mark as Spam" from the ⋮ menu, the conversation closes, is moved to the Spam section, and the sender’s email, phone number, and channel ID are added to the spam list. Any new conversations from the same sender will go directly to Spam. A rule cannot be saved for an anonymous live chat visitor whose identity is unknown; in this case, a notification will inform you of this.

If you marked it by mistake, select "Not Spam" from the same menu: the conversation will reopen, and the sender will be removed from the spam list.

Merging

You can combine two calls from the same customer into a single call:

  1. Open the main conversation — Be in the conversation where messages will be collected.
  2. Find the other one — In the Details panel, click on the conversation you want to merge in the Recent Conversations section; a preview will open.
  3. Merge — Click the Merge button in the preview and confirm. The messages, tags, and attributes from the previewed conversation will be transferred to your active conversation, and the previewed conversation will be deleted.

Merged calls cannot be separated again.

Other actions in the ⋮ menu

  • Share in Team Chat and Send Customer to Team: Sends the conversation or the customer to the team chat as a card (requires team chat permission).
  • Edit Customer: Opens the customer profile in a new tab. The "Edit Customer" option appears only in the request type.
  • Switch to List View / Switch to Stream View: Changes the way messages are displayed.
  • Delete conversation: Permanently deletes the conversation; requires a separate deletion permission and cannot be undone.

Details panel

At the top of the panel, you’ll see the customer’s name, email, phone number (with a call button if your plan includes phone functionality), location, local time, and channels. The drop-down sections below include: Contact Information, Company, Customer Tags, Segments, Notes, SLA, AI, Sales Tracking (Opportunities), Call Attributes, and Recent Calls. If live chat is enabled, Visited Pages will appear; if BLE AI is enabled, Summary and the AI Assistant will also appear. If you have integrated software, Order and Account Balance sections will be added. Your browser remembers which sections remain open.

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Scheduling, ending, and rescheduling calls — Blesyum