Conversations
The Conversations module is the heart of EmberX — it’s where your team communicates with guests in real time. Every conversation starts when a guest scans a QR code; messages flow in immediately, automatically translated to your team’s language.
Conversations List
The Conversations page shows all guest conversations accessible to you, filtered by status. The list auto-refreshes every 10 seconds so you don’t miss new messages.
Status Filter Tabs
Three tabs let you focus on what matters most:
| Tab | Shows |
|---|---|
| Open | Active conversations awaiting or receiving replies — this is your primary working view |
| All | Every conversation regardless of status |
| Closed | Conversations that have been closed |
The Open tab displays a count badge when there are active conversations.
Conversation Card
Each card in the list shows:
- Location — The room or area the guest is messaging from (e.g., Room 204)
- Service Center — Which team owns this conversation
- Language — The guest’s detected language
- Latest message — A preview of the most recent message. Guest messages show the translated version (in your language) when available.
- Time — How long ago the last message was sent (e.g., 5 minutes ago)
- New badge — A red badge showing the unread message count if the guest has sent messages you haven’t read yet
Conversations with unread messages stand out visually. Click any card to open the conversation.
Conversation Detail
Inside a conversation you see the full message history and a chat input to reply.
Message History
Messages appear in chronological order. Sent messages are aligned right; received guest messages appear left. The interface shows:
- Agent messages — Your team’s replies
- Guest messages — What the guest sent (displayed in their original language and/or translated)
- System messages — Automatic messages like welcome messages
The history loads when you open the conversation and updates in real time via Socket.IO — new messages appear instantly without needing to refresh.
Sending a Reply
Type your message in the input box at the bottom and press Enter or click the send button. Your message is:
- Sent to the guest immediately.
- Automatically translated into the guest’s detected language before delivery.
You write in any language you’re comfortable with — EmberX handles translation transparently.
The input is disabled when the conversation is closed. You cannot reply to a closed conversation.
Conversation Header
At the top of the conversation detail view:
- Location name — Where the guest is
- Service Center badge — Which team handles this conversation
- Guest language — The language EmberX detected for this guest
- Status badge — Open or Closed
Real-Time Updates
EmberX uses Socket.IO for live message delivery. When a guest sends a message while you have the conversation open, it appears immediately — no refresh needed.
The conversations list also polls every 10 seconds so new conversations or new messages show up promptly even when you’re on the list view.
Closing a Conversation
When a guest interaction is complete, you can close the conversation to remove it from the active Open queue. Closed conversations remain accessible in the All and Closed tabs for reference.
Role Requirements
| Action | Minimum role |
|---|---|
| View conversations | Staff |
| Reply to conversations | Staff |
| Close conversations | Supervisor |