How to Use Conversation Themes: Classic, Triage, and Co-pilot

Different work calls for different inbox layouts. The same agent who blasts through 200 quick replies on Monday might be reviewing AI drafts carefully on Tuesday. Botline ships three themes you can switch between in two clicks — and the choice is per-user, so your teammates can use whatever fits them without forcing the whole team to agree.

The picker lives at Settings → Conversation theme:

Classic is the layout you already know — a list of conversations on the left, a single message thread on the right, a reply box at the bottom. Best for tenants who do most replying themselves and only occasionally check in on what the AI is doing.

Use Classic when:

• Your AI is in Auto-send mode and you mostly read for awareness, not approval.
• Your daily inbox volume is under ~30 conversations and you can scan it visually.
• You prefer a familiar WhatsApp-Web-style experience without the extra UI.

Triage stacks conversations into lanes by urgency. Drafts awaiting review float to the top in their own yellow-tinted lane; SLA breaches move into a red lane; everything else sits in a calm grey lane below. You can multi-select with checkboxes and bulk-approve, bulk-discard, or bulk-assign.

The status bar at the top of the list lets you bulk-act on whatever you've selected — Approve all, Discard all, Assign to teammate. Triage is the right choice for tenants running Always draft or Auto-send if confident AI reply mode (see our AI reply mode guide) — the lanes turn a noisy inbox into a clear queue.

Co-pilot keeps the Classic two-column layout but adds a third panel on the right with live AI context for the open conversation: customer history summary, suggested next replies, related products from your catalog, and any flagged risks (e.g. "customer mentioned competitor", "negative sentiment detected").

The right pane updates as you scroll messages. Click any suggestion to insert it into the reply box — edit and send, or send as-is.

Use Co-pilot when:

• You handle complex conversations (sales calls, escalations, refund disputes) where having context handy beats raw speed.
• You're new to the role and want the AI's reasoning visible while you learn the tone.
• You want to keep humans in the loop while the AI does the research lift.

Co-pilot is heavier on the eyes than Triage but lighter on the brain — it does the lookups for you. Most tenants who stay in Co-pilot are dealing with high-stakes / low-volume work like B2B sales or premium concierge.

1. Click your avatar (top-right) → Settings.
2. Scroll to the Conversation theme card (near the bottom of the Profile tab).
3. Click the card you want. The change applies on your next visit to Conversations.

Themes are stored per user. Your colleague can pick Triage while you live in Classic — neither of you affects the other. Hard-refresh after switching to be sure the new layout loads (drafts pending in the old layout migrate cleanly).

Tip: if you switch between modes regularly (e.g. Triage during business hours, Classic in evenings), bookmark the Settings page — switching takes two clicks from there.