Conversations are listed at the left of the Inbox screen. By default, the conversations sort by the most recent messages. It refreshes every time whenever a new filter is selected or an incoming message is received.
Conversation Status: View the conversations are "Open", "Snoozed", or "Closed". By default, it shows the "Open" conversations for better response to the customers.
The small round logo at the bottom left of each conversation indicates which messaging channel the contact is come from.
For example, "Cenk" is using WhatsApp for messaging
The added labels are at the bottom of each conversation, allowing staff to have a wiser contact background.
The date or time on the top right of each conversation box shows the last message sent or received. The text below the contact name shows part of the previous message sent or received. Click onto the conversation box will expand the whole conversation into Messaging Console.
If there is an unread message(s), there will be a blue bullet on the right of the conversation box.
You can select the messaging channel, change the conversation status, add or remove collaborators, and change the assignee on the Chat Module.
You can switch the messaging channel to the contact.
Please note that multiple accounts added to the same channel will still display as one channel name. For example, if you have 3 WhatsApp accounts connected, you will only be able to filter them all with the Channel "WhatsApp".
Manage and set the conversation status. For example, you can change the conversation status from "Open" to "Closed" to end the conversation. You may change the status to "Snoozed" as well after setting a specific date and time for a conversation to re-open and remind yourself.
Learn more on how to manage conversations by setting status:
You can search the contact conversation history by keywords.
Click on the "magnifier" icon next to the channel name of each conversation to start searching.
Type in any keyword(s) or sentence(s) to search for the record. Click on the result, the system will direct you to the message instantly.
4. Message Console
You can load and view the whole conversation history from a contact, and you can respond to the contact. When a conversation is selected, the contact details will be loaded as well on the contact information located on the right side.
Send and Receive Messages
You can type messages on the bottom's input box and send both photos and files by dragging and dropping. Connecting to Official WhatsApp, users may need to senda template message to re-open the messaging window. Check this link for more details.
Reply to your customer promptly while avoiding repetitive work in typing the same messages. Type "/" in the text box and choose a quick reply template to reply customer.
Have an internal discussion with your teammates before replying to your customers. Sent messages using this function will be in orange text bubbles and will not be seen by your customers. You may either write a note-to-self or tag teammates by typing @ to mention your teammates in the conversations.
Learn how to mention your teammates and jot notes internally.