Handle a conversation

Conversations holds every message customers send to your company. The list shows who wrote, the channel and how long they have been waiting.

#Reply

1. Open Conversations and pick one from the list. Use the filters at the top to see only yours, the unassigned ones or the ones that need the team.
2. Type in the message box at the bottom and select Send (or press Enter).
3. To answer a specific message, hover over it and choose Reply to this message.

#Assign or transfer

1. Select Assign or transfer.
2. Choose the person or team who will take care of it and save.

The new owner is notified, and the conversation shows up under their Mine filter.

#Flag urgency and take notes

• Mark as urgent moves the conversation to the top of the queue, highlighted.
• Notes are for the team only: use them for agreements and context. The customer never sees them.
• Open CRM record shows the contact's full record, with purchase and send history.

#When a bot is answering

If the number has a bot, it answers first and calls the team when it needs to. To take over yourself, use Pause the bot in this conversation; the bot comes back whenever you want.

#Close

When the matter is solved, select Close. The conversation leaves the queue and comes back on its own if the customer writes again.

See also: WhatsApp numbers and inboxes and Routing to the team.