Conversations

Conversations at the top of the menu. On the left is the list from every connected channel, on the right the open chat. New messages appear without reloading the page.

Filters above the list: Open, Mine, Unassigned, Closed, All. The search looks in names, phone numbers and message text.

Open a conversation, type and click Send or press Ctrl+Enter. The reply goes to the channel the customer wrote from.

The Quick replies button inserts a prepared text you can edit before sending. Prepare them in Settings → Quick replies: a name the manager sees ("Delivery", "Bank details") and the text.

The customer's attachments, such as photos and documents, open right in the chat.

A conversation can be assigned to a manager. Only people whose role allows assigning conversations to other managers can assign to someone else.

Without permission to see all conversations, a staff member sees their own conversations and unassigned ones. When a manager takes a conversation whose contact has no owner, they become the contact's owner.

When a funnel is working with the customer, the chat header shows "A bot leads a funnel". To answer yourself without the bot interrupting, click Pause bots: while paused, no funnel replies in this conversation. Click again to resume.

The contact's language is shown next to the name: bots and broadcasts write to them in it.

The chat header has Task (call back tomorrow, say) and Deal (a deal with this contact). Both are linked to the conversation's contact.

When the question is settled, click Close and the conversation leaves Open. If the customer writes again it reopens by itself; Reopen brings it back manually.