Manage Conversations

You can manage your conversations and take a few actions as per your need for one or more conversations.

Conversation Window

This is a chat interface to communicate easily with a customer. You can see the outgoing and  incoming messages in a selected conversation. Follow the below steps to open the conversation window for a conversation and start chatting.

• Click on the conversation in My Inbox/Sent Messages/Team Inbox you wish to view or send a message
• You can view the outgoing and incoming messages in this conversation  separated with Date and Time
• You can type in your message in the compose box, at the bottom of the Conversation Window and Send the message
• You can use Emoticons while composing the message
• You can use saved Message Templates of type Conversation

Read/Unread Conversation/s

You can mark your conversations as Read/Unread in My Inbox and Sent Messages. Select one or more conversations to mark them as Read/Unread.

Search for Conversations

You can type in Name or Mobile Number to search a conversation in My Inbox and Sent Messages. Hit Enter or click on the Search Icon to begin the search.

Save / Edit a Contact

For a conversation from/to an unknown recipient in My Inbox and Sent Messages, if required, you can directly save that recipient as a contact in Contacts Manager.

You can also edit an existing contact from the Converse Desk directly.

Assign Conversation/s

Admin Users can assign one or more conversations from My Inbox and from Inboxes of Standard users to any other standard user.

You can select the standard user you want to assign the conversation to from the dropdown in the Assign Conversation dialog box. 

Once the conversation is assigned, it will be moved to the assigned user’s Inbox, thus transferring the ownership of the conversation to the assigned user.

Limitations

• SMS and WhatsApp messages cannot be differentiated and identified visually. You can do so by checking the Sender ID used to send/receive the message.
• The conversations are moved in the same state (Read/Unread) to a user’s inbox on assignment.
• Converse Desk Tab on Web Portal needs to be active/selected, to receive Browser tab incoming notifications. Then, you can switch to other Browser tabs, and still receive incoming notifications.