TL;DR

A conversation is one ongoing thread of messages between a visitor and your team, tracked from the first message to when you mark it Closed.

Key Points

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Each conversation bundles a sequence of [[chat-message|chat messages]] with a direction (In/Out) and author (Visitor/Operator), so the full thread reads in order [1].

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A conversation carries a status of Open or Closed plus unread counters, mirroring how mature tools track Active and Closed states [3].

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It is created when a [[website-visitor]] sends a first message through the [[live-chat-widget]]; that same message triggers capture of page URL, device, and [[ip-geolocation]] context.

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Real-time feel comes from [[http-polling]] (~4-5s) rather than [[websocket]] connections, with [[typing-indicator|typing indicators]] flowing both ways [1].

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Owners receive each new conversation on Telegram via the [[telegram-integration]]; the first operator to reply becomes the recorded agent ([[conversation-assignment]]).

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The accumulated thread of a closed conversation is its [[chat-transcript]], a durable record of what the visitor asked and how it was resolved.

What a conversation contains in Eloqra

In Eloqra a conversation is the parent record that ties together a Website Visitor and the messages they exchange with your team. Every message is stamped with a direction (In for visitor, Out for operator) and an author, so the thread reproduces the exchange in order much like the real-time messaging model larger vendors describe ^[1]. The conversation also stores the context Eloqra captures on the first message: page URL, hostname, user agent, device type, browser, OS, and IP Geolocation country/region/city, plus any UTM Parameters on the visitor record. If you enable the optional Pre-Chat Form, the visitor's name and email attach here too, turning an anonymous thread into an identifiable Contact.

Status, assignment, and the Telegram loop

Each conversation has a status of Open or Closed and unread counters, the same lightweight lifecycle that tools like Help Scout expose as Active versus Closed ^[3]. When a visitor sends a message, Eloqra stores it and forwards it to the project owner on Telegram through the Telegram Integration. An operator replies either by reply-to-message in the chat or from a Telegram Mini App inbox, and a Webhook delivers that reply (via the Telegram Bot API) back into the conversation and out to the Live Chat Widget ^[4]. The first operator to respond is recorded as the assigned agent, a simple first-responder form of Conversation Assignment rather than queue-based Chat Routing. Eloqra deliberately keeps this minimal: there is no Ticketing System, no tags, and no SLA layered on top yet.

Conversation vs. ticket vs. transcript

A conversation is not the same as a Support Ticket. A ticket is a formal, trackable case record built for Help Desk workflows; an Eloqra conversation is a lighter live-chat thread closer to how Conversational Support tools frame customer messaging, where instant back-and-forth matters more than case bureaucracy ^[4]. When you mark a conversation Closed, its full message history becomes a Chat Transcript you can revisit, and the visitor can pick up where they left off if they return. Because real-time updates use HTTP Polling instead of a persistent WebSocket, the widget quietly checks for new operator messages every few seconds and refreshes the visible thread, keeping the conversation feeling live without heavy infrastructure.

Sources & References

Real-time messaging explained - Intercom Help ↗

A Complete Guide To Live Chat Support - Intercom ↗

Understand Conversation Icons and Colors - Help Scout ↗

Telegram Bot API ↗

Last updated: June 25, 2026

Related Terms

Chat Message

A chat message is a single text exchange inside a live-chat conversation, sent by either a website visitor or a support operator. In Eloqra each message is stored with a direction (In or Out) and an author (Visitor or Operator), and belongs to one Open or Closed conversation.

Chat Transcript

A chat transcript is the complete, timestamped written record of a live-chat conversation between a website visitor and a support operator or chatbot. It captures every message in sequence, usually alongside metadata about the session, and can be archived, exported, or emailed for later reference.

Conversation Assignment

Conversation assignment is the act of attaching an incoming chat to the specific operator who is responsible for answering it. In Eloqra, assignment is implicit "first responder": the first operator who replies to a conversation is recorded as its assigned agent.

Telegram Integration

Telegram Integration is the mechanism by which Eloqra routes every website chat into the project owner's Telegram, forwarding visitor messages to a Telegram bot and flowing operator replies back to the widget. It turns Telegram into the operator inbox, so there is no separate agent console to keep open.

Support Ticket

A support ticket is a tracked record of a single customer request, capturing the customer's message, their contact details, and internal metadata so a support team can route, prioritize, and resolve the issue. [1] Each ticket carries a unique identifier and a status that reflects where it sits in its lifecycle. [3]

Live Chat Widget

A live chat widget is the embeddable, in-browser chat interface a website loads from a small script so visitors can message a business in real time without leaving the page. In Eloqra it is a floating launcher and chat panel that boots from a single <script> tag and renders inside a Shadow DOM.

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