> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/use/handle-conversations/webagent/handle-generic-dialogues.md).

# Handle generic dialogues

Handle generic dialogues in WebAgent.

Use WebAgent to accept, reply to, classify, and search generic provider dialogues when Generic Dialogue Provider handling is enabled for your environment. For the location of the dialogue header, message editor, and search controls in each layout, see [Find text-dialogue controls](/use/handle-conversations/webagent/manage-dialogues-and-history.md#find-text-dialogue-controls).

## Start from WebAgent

Sign in to WebAgent and, when needed, sign in to your Unified Contact Center (UCC).

{% content-ref url="/pages/BMdIFYECjbXP70y88EAT" %}
[Sign in and manage your profile](/use/handle-conversations/webagent/sign-in-and-profile.md)
{% endcontent-ref %}

## Handle an incoming generic dialogue

1. When WebAgent offers the generic provider dialogue, open it in **Dialogues**. In the classic layout, choose it from **Personal** and open **Conversation**; in the new layout, choose it from the **Dialogues** panel on the left.
2. Select **Accept** in the dialogue header, or **Decline** if you cannot handle it. If you take a waiting dialogue from **Queue**, accept it when offered.
3. Read the customer's messages in the thread. Type your response in the plain-text editor below the messages and select **Send** below the editor. If offered for your provider, use **Attachment** beside the editor to add a file.
4. When the exchange is complete, [classify the dialogue](/use/handle-conversations/webagent/manage-dialogues-and-history.md#classify-a-dialogue) if needed, then select **Handled** in the dialogue header. WebAgent may ask for a classification before finishing.

## Use timeline and classification details

When available, open **Timeline** or **Classification** beside the conversation: use their tabs in the classic layout, or a widget or side-panel button in the new layout.

The fields and actions shown in WebAgent depend on your environment. If the customer disconnects and the dialogue is removed from your workspace, it can no longer be classified there; do not wait for a post-disconnect wrap-up screen.

## Search generic dialogues

Open **Text Search** from the WebAgent navigation to find available archived generic conversations; in the new layout, it has its own left-navigation item. For waiting dialogues, use **Waiting** in the classic **Dialogues** area or **Queue** in the new layout. Search availability and filters depend on your configuration.

## Settings

Open [WebAgent preferences](/use/handle-conversations/webagent/set-webagent-preferences.md) for notification and text-alert settings. Settings can differ between organizations and dialogue channels.


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