For AI agents: the complete documentation index is available at https://docs.clickmax.io/en/llms.txt, the full documentation bundle is available at https://docs.clickmax.io/en/llms-full.txt, and this page is available as Markdown at https://docs.clickmax.io/en/features/messaging/conversation-header.md.
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      • Conversation header

      The header is the band at the top of every conversation in Support › Conversations. It gathers, in three lines, what decides your next action: who you are talking to, where the conversation stands, and what has already been agreed.

      Before you start

      • Role: every agent sees the full header. Changing the assignee requires Owner, Admin or an Agent with the coordinator subrole — without it, you can only take the conversation for yourself.
      • Where: Support › Conversations › open any conversation.

      Identity and assignee

      The first line shows the lead's name and, below it, which of your accounts the conversation came through — for example via Sales · +55 11 4000-1234. With more than one number or profile connected, this is what tells you which identity the lead will see in the reply.

      The channel is not spelled out: the colored badge over the lead's picture (WhatsApp, Instagram, Telegram, Webchat) already says it.

      On the right:

      • Assignee — the picker with the photo of whoever answers. It opens the account's members grouped by role (Owner, Admins, Agents), with search and each one's open conversation count, so you don't pile work onto someone already full. Send back to queue releases the conversation without handing it to anyone.
      • Resolve — ends the attendance. Available to whoever is answering and to management roles. Once resolved, the same button becomes Reopen, and hovering shows how long ago it was closed.
      • Call — WhatsApp call, when the feature is enabled for your account and the lead has granted permission. While a permission request is still unanswered the button stays enabled: the call itself finds out whether the lead accepted. If they did not, the call does not go through and the button goes back to asking for permission; if their phone rang, the permission is confirmed for 7 days. If you would rather not risk the call, pick Verify first in the channel chooser. During the call the panel can be dragged and minimized, and the conversation shows the call card with its duration as soon as it ends.

      Max reading

      The second line carries Max's reading of the conversation: intent, sentiment and urgency, each with the value spelled out and a colored marker — green for opportunity, red for risk, gray for routine.

      The timestamp covers the whole reading, not each category: all three always come from the same analysis. Next to it:

      • Refresh — runs the reading again with the latest messages.
      • History — shows since when each value has held, what came before, and which message caused the change. This is where the AI's reasoning lives.

      When a reading is older than 24 hours, its age is highlighted and the refresh button is emphasized — a sign the conversation has likely moved on since then.

      The band also tells you when there is no reading yet ("too few messages for a reading", with a Read now button) and when the analysis failed, with a retry right there.

      Next activity

      The third line shows the commitment that decides your next action — appointment or task, whichever comes first. It shows the subject, when it is and with whom, and View opens the full detail, where you reschedule, record the outcome or take notes without leaving the conversation. When the commitment has a meeting link, Join meeting shows up too.

      The line has four states:

      StateWhen it shows
      "Next activity:"There is a commitment to keep. If it is today, the line also shows how long is left.
      Meeting in progressIt has started and has not ended. It stays the next activity — you are not told to resolve the meeting you are running.
      "Overdue activity:"Red band: the time has passed and the commitment is still open. Resolve opens the detail so you can record what happened. With several overdue, the line shows the oldest — it has been waiting the longest. When the commitment belongs to someone else on the pipeline, their name appears at the end of the line.
      "No activity scheduled"Nothing booked with this lead. Schedule creates a commitment right there.

      A closed commitment never shows as overdue: a meeting marked Completed, Cancelled or No-show, and a task marked Resolved or Cancelled, drop off the line. It is the same rule as the Tasks tab and the opportunity card's Focus — the three screens agree on what is still pending.

      A commitment on a deleted or lost opportunity also drops off the line, even while open: deleting the opportunity does not cancel what was booked on it, and without this the conversation kept nagging about a meeting for a deal that no longer exists. The same already applied to tasks. To see what is still pending on a lost deal, open the opportunity — the commitment is still there.

      A task due on a whole day (no set time) only goes overdue when the day turns, not during the day itself.

      On mobile

      The header shrinks to fit: the Max indicator labels drop out (only the value stays — tap it to see which category it belongs to), the reading age drops out, and the "Next activity" label gives way to the date and time. Tapping the lead's name opens their details panel.

      See also: How to schedule a message to send later and How to use Live Chat on mobile.