Managing Conversations

Overview

The Team Inbox is your central hub for managing all customer conversations across different channels. This guide will help you understand the key features and best practices for handling conversations efficiently.

Inbox Organization

Your inbox is organized into different sections to help you stay on top of all conversations:

• Open: Active conversations that need attention
• Assigned to me: Conversations specifically assigned to you
• Unassigned: New conversations waiting to be assigned
• Closed: Resolved conversations

Assigning Conversations

You can assign conversations to team members to ensure the right person handles each inquiry:

1. Open the conversation you want to assign
2. Click on the "Assign" button in the conversation header
3. Select a team member from the dropdown
4. The conversation will appear in their "Assigned to me" section

Tip: Use Routing Rules to automatically assign new conversations based on channel, language, or keywords — no manual assignment needed.

Bulk Actions

Save time by performing actions on multiple conversations at once:

• Select multiple conversations using the checkboxes in the inbox list
• Bulk assign: Assign all selected conversations to a team member
• Bulk close: Close multiple resolved conversations at once
• Bulk label: Apply labels to all selected conversations

SLA Timers Enterprise

Track response and resolution times to meet your service level agreements. SLA Timers are available on the Enterprise plan.

• SLA timers appear on each conversation based on your configured targets
• Set different response and resolution targets per priority level
• Get real-time warnings before SLA deadlines are breached
• View SLA compliance reports in Analytics

CSAT Surveys Pro

Measure customer satisfaction automatically after conversations are resolved. CSAT surveys are available on the Pro plan and above.

• CSAT surveys are sent automatically when a conversation is closed
• Customers rate their experience with a simple star rating
• Works via WhatsApp, email, and the website widget
• Surveys are sent in the language configured in your workspace preferences (Dutch or English)
• View CSAT scores and trends in your Analytics dashboard

Using Labels and Tags

Labels help you categorize and filter conversations:

• Click the tag icon in the conversation
• Create custom labels for different types of inquiries
• Use colors to visually distinguish between categories
• Filter your inbox by labels for quick access

Quick Replies

Save time by creating quick replies for frequently asked questions:

1. Go to Settings → Quick Replies
2. Create a new quick reply with a shortcut code
3. Type the shortcut in any conversation to insert the reply
4. Personalize the reply before sending if needed