Conversations

The Conversations (Chats) module is the core workspace where agents engage with customers across WhatsApp, Email, and Facebook Messenger.

Conversation Interface

Layout

The conversation workspace consists of three panels:

Left Panel - Conversation List:

• Active conversations assigned to agent
• Queued conversations awaiting assignment
• Filter by channel, status, or tag
• Search by contact name or content

Center Panel - Message Thread:

• Full conversation history
• Real-time message exchange
• Rich media support (images, videos, documents)
• Typing indicators
• Read receipts (WhatsApp)

Right Panel - Contact Details:

• Customer profile information
• Custom attributes
• Conversation tags and labels
• Internal notes
• Interaction history

Conversation States

State	Description	Agent Action
Queued	Waiting for agent assignment	Click to accept
Active	Assigned to agent, open	Respond to customer
Pending	Waiting for customer reply	Monitor for response
Resolved	Completed by agent	Closed, available for reporting
Abandoned	Customer left before resolution	Auto-closed after timeout

Managing Conversations

Accepting Conversations

From Queue:

1. View available conversations in queue panel
2. Click conversation to review details
3. Click "Accept" to assign to yourself
4. Conversation moves to your active list

Auto-Assignment:

• System automatically routes based on queue rules
• Notification alert when new conversation assigned
• Appears immediately in active conversation list

Responding to Messages

Text Messages

1. Type response in message input field
2. Press Enter or click Send
3. Message delivered via customer's channel (WhatsApp, Email, Facebook)

Rich Media

Sending Images/Documents:

1. Click attachment icon
2. Select file from computer
3. Add caption (optional)
4. Send - file uploaded and delivered

Supported File Types:

• Images: JPG, PNG, GIF (max 5MB)
• Documents: PDF, DOC, XLS (max 10MB)
• Videos: MP4 (max 16MB) - WhatsApp only

Canned Messages

Use pre-written templates for common responses:

1. Click canned message icon (or type /)
2. Search by keyword or browse categories
3. Select template
4. Auto-populates with contact variables: {{first_name}}, {{email}}, etc.
5. Edit if needed and send

Example Canned Message:

Hi {{first_name}}, thanks for contacting us! I'm {{agent_name}}
and I'll be happy to help you today.

Transferring Conversations

Transfer to Agent

1. Click transfer icon
2. View available agents with current capacity
3. Select destination agent
4. Add transfer notes: "Customer needs Spanish support"
5. Confirm - conversation immediately moves to recipient agent

Transfer to Queue

1. Click "Transfer to Queue"
2. Select destination queue
3. Conversation re-enters routing logic
4. Next available agent in that queue receives it

Internal Notes

Add context for other agents without sending to customer:

1. Click notes icon in right panel
2. Type internal comment: "Customer called earlier, promised callback"
3. Save note
4. Appears in conversation history with "Internal Note" label
5. Visible to all agents, never sent to customer

Tagging Conversations

Categorize for reporting and analysis:

1. Click tag icon
2. Select from predefined tags: "Billing Issue", "Product Question", "Complaint"
3. Create custom tags as needed
4. Apply multiple tags per conversation
5. Tags appear in reports and searchable

Conversation Labels

Use labels for workflow management:

• Follow-up Required: Needs future action
• Escalated: Requires manager attention
• Bug Report: Technical issue identified
• Feature Request: Customer suggestion

Applying Labels:

1. Right-click conversation in list
2. Select "Add Label"
3. Choose label
4. Labeled conversations highlighted in list

Resolving Conversations

Marking as Resolved

When customer issue is complete:

1. Click "Resolve" button
2. Add resolution notes (optional): "Refund processed"
3. Confirm closure
4. Conversation moves to resolved state
5. Customer can re-open by sending new message

Auto-Resolution

System automatically resolves conversations:

• 24 hours of customer inactivity (configurable)
• Agent explicitly closes conversation
• Customer sends "resolved" or "thanks" (if configured)

Re-opening Resolved Conversations

If customer replies to resolved conversation:

• System creates new conversation linked to previous
• Maintains full history
• Re-enters queue routing

Multi-Channel Considerations

WhatsApp

• 24-Hour Window: After customer message, business has 24 hours to respond freely
• Template Messages: Outside 24-hour window, must use pre-approved templates
• Read Receipts: Blue checkmarks indicate customer has read message
• Media: Full support for images, videos, documents, audio

Email

• Subject Line: Displayed in conversation list
• Threading: All replies grouped under original email
• CC/BCC: Not supported - direct communication only
• Attachments: Full support for all document types

Facebook Messenger

• Response Time: 24-hour response window for promotional content
• Standard Messaging: No time limit for customer service responses
• Rich Features: Quick replies, buttons, carousels supported
• Media: Images and documents supported

Search & Filters

Quick Search

Search across all conversations by:

• Contact name
• Phone or email
• Message content
• Conversation ID

Advanced Filters

Filter conversation list by:

• Channel: WhatsApp, Email, Facebook
• Status: Queued, Active, Pending, Resolved
• Date Range: Last 24 hours, 7 days, 30 days, custom
• Tags: Any applied conversation tags
• Labels: Workflow labels
• Agent: Assigned agent name
• Queue: Source queue

Keyboard Shortcuts

Shortcut	Action
Ctrl+Enter	Send message
Ctrl+/	Open canned messages
Ctrl+T	Transfer conversation
Ctrl+R	Resolve conversation
Ctrl+N	Add internal note
Esc	Close conversation detail

Best Practices

Response Time

• Acknowledge new conversations within 30 seconds
• Set expectations: "Let me look into this, I'll have an answer in 5 minutes"
• Use auto-responders during off-hours

Message Quality

• Use customer's name for personalization
• Keep messages concise and scannable
• Use canned messages for consistency
• Proofread before sending

Conversation Management

• Tag all conversations for accurate reporting
• Add internal notes for continuity
• Transfer promptly when you can't resolve
• Resolve conversations only when fully complete

Workload Management

• Accept conversations within your capacity
• Use "Busy" status when at max capacity
• Take breaks to prevent burnout
• Communicate delays to customers proactively