Conversations

Assign and resolve conversations

Every conversation from your inboxes lands in the Conversations screen (first icon in the side menu). When you open one, the right panel shows the contact's details and the actions. Assign - Assignee: pick the agent who will handle the conversation. - Team: assign it to a team; if the team has auto assign, it is distributed among its members. Label Add one or more labels from the right panel to classify (sales, support, complaint…). Labels are created under Settings → Labels. Create a label Reply - Reply: the customer receives the message on their channel. - Private Note (tab next to Reply): internal note, only your team sees it. - Type / to insert a canned response. Resolve Click Resolve when the case is closed. If the customer writes again, the conversation reopens automatically and goes back to Open. You can also Snooze it until a date or until there's a reply.

Canned responses

Canned responses are message templates any agent can insert with a shortcut. Create one 1. Go to Settings → Canned Responses and click Add canned response. Canned responses 2. Enter the Short code (the shortcut, e.g. greeting) and the Message. 3. Click Submit. Add canned response Use it in a conversation In the reply editor type / followed by the shortcut (/greeting). A picker appears; when you select it, the text is inserted and you can edit it before sending. Ideas: opening greeting, business hours, request for details, sign-off.

Conversations: your daily workspace

Conversations is where your team talks to customers: every message from every channel (WhatsApp, website, Facebook, Instagram, email, Telegram…) lands in one list, and each conversation is answered from the same screen no matter where the customer wrote from. Open it from the chat icon in the side rail. The conversation list with its tabs and the side menu The list The middle column shows conversations in three tabs: - Mine: the ones assigned to you. - Unassigned: the ones nobody has taken yet. What you see here depends on the visibility your administrator configured. - All: everything you are allowed to see. Above the list you can switch the status you are looking at (Open, Resolved, Pending, Snoozed or All), sort by activity or creation date, and open the advanced filter to combine conditions (inbox, agent, team, label, priority, dates…). A useful filter can be saved as a view to come back to it with one click. The left menu narrows the list by Mentions (conversations where someone mentioned you in a note), Unattended (conversations where the customer has been waiting), Team, Inbox or Label. The search box at the top searches message text, contacts and reports. ⌘ K (or Ctrl K) opens the command menu to assign, resolve, label or jump to another conversation without the mouse; ⌘ / shows every shortcut. Inside a conversation An open conversation, with the contact panel on the right - Messages: the customer's on the left, yours on the right. Private notes show in yellow and the customer never receives them. - Reply box: switch between Reply and Private note. Type / to insert a canned response, @ in a note to mention a colleague, and use the icons to attach files, add emojis, record a voice note or run a macro. Which key sends (Enter or ⌘ Enter) is chosen in your profile. - Actions at the top: Resolve closes the conversation (it reopens by itself if the customer writes again), Snooze hides it until a time or until the customer replies, and the three dots let you mute, email the transcript or mark it pending. - Right panel: who handles it (Assigned agent and Team), the Priority, the Labels, the contact's details and attributes, and the same customer's Previous conversations. If your plan includes AI classifications, the customer's sentiment also appears next to the name. Assign and resolve A new conversation is assigned by your account's Assignment rules. To take one by hand, pick your name under Assigned agent or press Assign to me in the list. When the matter is closed, press Resolve: the conversation leaves Open and, if you have satisfaction surveys on, the customer receives the survey. When an AI agent answers If the inbox has an AI agent, the conversation stays in Pending while the assistant answers on its own. It moves to Open, and is assigned to a team or a person, when the assistant hands it over. From then on the assistant stops answering and the conversation is yours. Tips - A resolved conversation is not deleted: the full history stays on the contact. - Use labels to classify (reason, product, area) and see them later in Reports → Labels. - If a conversation needs someone else, assign it or mention them in a private note: they get notified according to their preferences.

Closing conversations and keeping your inbox current

A resolved conversation is not deleted or lost: the whole history stays on the contact and, if the customer writes again, it reopens by itself. Resolving only says "this customer has been taken care of". When nobody resolves, the Open list grows until it is impossible to see who is actually waiting for a reply. This guide is the minimum routine to keep that from happening: a three-minute read. The four statuses The conversation list and the status filter - Open: someone on the team needs to reply. It is the list you see when you sign in. - Pending: the AI agent is handling it. It does not show under Open; it becomes Open only when the assistant hands it to a person or an agent takes it. - Snoozed: you hid it until a given time or until the customer replies. It comes back to Open on its own. - Resolved: the customer has been taken care of. If they write again, it returns to Open automatically. Above the list, the arrows icon opens the Status filter to view any of them (or All). The routine: resolve when you are done The Resolve button and its menu 1. Help the customer until their question is answered or the matter is in someone else's hands. 2. Click Resolve, at the top right of the conversation. It leaves the Open list. 3. Waiting for the customer to confirm something? Do not leave it open: open the menu next to Resolve and choose Snooze (until an hour, until tomorrow or until the customer replies). It comes back by itself when due. 4. If the conversation belongs to someone else, assign it from Assigned agent in the right panel, or mention them with @ in a Private note. Do not keep it open in your list "just in case". Rule of thumb: when you close the window, the conversation should be resolved, snoozed or assigned to whoever continues. If it is open and yours, the system understands the customer is still waiting for you. What closes on its own So the inbox does not depend only on everyone's discipline, your administrator can turn on two automatic closures: - An open conversation with no activity for several days resolves itself (in Settings → Account settings, "Auto resolve conversations"). - A pending conversation with the AI agent that the customer abandoned resolves itself after a period of inactivity (in the AI agent's Inactivity tab). In both cases the customer can write again and the conversation reopens, so nothing is lost. If you have an AI agent The assistant answers on its own while the conversation is Pending. It hands over to you, and the conversation becomes Open and assigned, only when a person is needed: the customer asks for one, picks a product or property, gets upset, or asks something the assistant cannot resolve. Outside business hours the assistant keeps answering and, if it hands over, it tags the conversation [Fuera de horario] (out of hours) so you know it arrived at night or over the weekend. When you finish a conversation the assistant handed to you, resolve it like any other. If the customer returns, the assistant takes care of them again from the start. Shortcuts - ⌘ K (or Ctrl K) opens the command menu: type "resolve" and press Enter. - ⌘ / shows every keyboard shortcut. - In the list, hover over a conversation to see Assign to me without opening it. More about the conversations screen in Conversations: your daily workspace.