Every customer enquiry, on WhatsApp or on another connected channel such as Instagram, Messenger or Telegram, opens as a ticket on the Tickets screen. The whole team works from the same list, and each conversation has one agent handling it. Email is handled separately, in the Email area.
The tabs
- Open: conversations being handled.
- Pending: conversations waiting for an agent to accept them.
- Closed: finished conversations.
- All: every conversation together.
Next to Open and Pending, a red number shows how many conversations the tab holds, and an orange number how many have unread messages. An agent sees their own conversations and the waiting conversations in their queues. Admins and supervisors see all conversations in their queues. If extra tabs have been set up, they appear between Pending and Closed.
Handling a conversation, step by step
- Accept. In the Pending tab, open a conversation and click Accept at the top of the conversation (or Accept in the row menu in the list). The conversation moves to Open and is assigned to you. If another agent got there first, a message appears and the list refreshes.
- Reply. Type in the message box and send. You can attach files, record a voice note and insert a quick reply by typing "/". The Sign switch adds your name at the top of the message.
- Transfer. In the ⋮ menu at the top of the conversation, choose Transfer. In the Transfer Ticket window, choose an agent, and if needed a queue in the Transfer to queue field, then click Transfer. The conversation moves to the agent you chose.
- Internal note. Click the customer's name at the top of the conversation. In the Contact Information panel, in the Contact Notes section, write a Note and click Save. The note is saved with the conversation and only your team can see it. The customer never sees it.
- Close. When you are done, click the green check icon at the top of the conversation (Resolve). The conversation moves to Closed. To return to a closed conversation, open it and click Reopen.
Search and filters
The search box looks up the customer's name, phone number and the text of messages from the last 30 days (3 characters or more), across all tabs. Below it are filters: Tags, Queues and Channels, and for admins and supervisors also Users and Connections. The funnel icon shows and hides the filters.
More actions
- Return (the arrow icon): sends the conversation back to Pending, with no agent, so someone else can accept it.
- Mark as unread: leaves a marker so you come back to the conversation.
- Download Conversation in the ⋮ menu: a text file with every message in the conversation.
- A new conversation with a customer: the green speech bubble with a + at the top of the list opens the Create Ticket window. On WhatsApp, the first message to a customer who hasn't written to you in the last 24 hours has to be a template.
Tips
- Adding a tag to a conversation in Pending also accepts it for you.
- If the AI assistant is on, the first message an agent sends in a conversation stops the AI in that conversation.
- Admins and supervisors see every conversation in their queues and can move any of them to another agent with Transfer. Only admins can delete a conversation.