CommunicationMessages

Manage conversations

The conversation list

In the Messages section of the side menu, you will find all conversations from your connected channels. The view is divided into two tabs:

  • All: Shows all active conversations.
  • Archived: Shows conversations you have previously archived.

Search and filter

Use the Search bar at the top to find conversations by name or content. You can also apply filters to narrow down the results:

  • Status: Filter by conversation status (Created, Pending, Replied, Resolved).
  • Date range: Select a specific time period to see only conversations from those dates.

Conversation options

When you open a conversation, you can access several options through the Conversation options menu:

OptionWhat it does
Mark as readMarks the conversation as read so it no longer appears as new.
ResolveChanges the conversation status to resolved, indicating it has been handled.
ArchiveMoves the conversation to the Archived tab to keep the main list clean.
UnarchiveReturns an archived conversation to the main list.
DeletePermanently deletes the conversation along with all its messages and files.

Deleting a conversation is irreversible. All messages and associated files will be erased. Make sure you do not need that information before deleting it.

Control the agent’s replies

Each conversation has a toggle called Agent replies. When enabled, the agent automatically replies to messages in that conversation. Turn it off if you want to handle the replies yourself.

Start a new conversation

Press the New button to open a conversation with a customer. You will need to fill in:

  1. Channel: Choose the messaging channel you want to use.
  2. Customer Name: Enter the person’s name.
  3. Phone Number or Email: Depending on the selected channel.
  4. Template: If the channel requires it (such as WhatsApp outside the 24-hour window), select an approved template.

Some channels do not allow opening conversations outside the messaging window. In those cases, you will need to use an approved template.

Send messages and attachments

Inside a conversation, you can:

  • Write messages directly in the text field.
  • Attach templates: Send an approved template by pressing Attach > Template.
  • Attach files: Send documents by pressing Attach > File.
  • Attach photos: Send images by pressing Attach > Photo.
  • Record audio: Send a voice message with the record button.
  • Insert emojis: Add emojis to your messages.