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Conversation

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Conversation

Section titled “Conversation”

Conversation is where you review and reply to customer conversations from connected messaging channels. When you select a conversation, you can review the messages, assignee, status, and customer information together.

Conversation workflow

Section titled “Conversation workflow”
  1. Find a conversation in Unread, Unassigned, or another relevant view.
  2. Open it and review the customer’s message and conversation history.
  3. Assign or change the assignee when needed.
  4. Write and send a reply from the message composer.
  5. Set the conversation to On Hold while waiting for a reply, or Closed when the work is complete.

Use the conversation list

Section titled “Use the conversation list”

The conversation list shows the customer name, latest message, channel, assignee, status, and delay information. Use search and filters to view conversations by account, channel, assignee, or status.

Conversation statuses

Section titled “Conversation statuses”
  • New: A new inquiry has arrived.
  • In Progress: The inquiry is currently being handled.
  • On Hold: The team is waiting for the customer or an internal confirmation.
  • Closed: The conversation has been completed.

Delayed and expiration indicators

Section titled “Delayed and expiration indicators”
  • Delayed badge: Shown as a red badge next to the customer name. No left-side stripe or background is used.
  • Delayed condition: Shown when the conversation is not Closed or On Hold and the agent has not replied for 30 minutes or longer.
  • Default threshold: The default threshold is 30 minutes. Tenant-level configuration may be supported later.
  • Expiration badge: Displayed at a fixed width. Remaining time is shown in formats such as 2d, 18h, or 45m. Values under one hour are shown in red, and an expired conversation is labeled Expired.

Messaging windows

Section titled “Messaging windows”

The time window for sending free-form messages varies by channel.

  • WhatsApp: 24 hours after the customer’s last message
  • WeChat: 48 hours after the customer’s last message

After the messaging window expires, free-form messages cannot be sent. Only approved template messages can be used.

Compose a message

Section titled “Compose a message”

Use the message composer to write text and send supported content such as emojis or files. Supported formats and sending conditions may vary by channel, so check the channel status before sending.

AI Translation and AI voice input (STT) can help you review translated messages or convert speech into text for a reply.