Working with conversations

Every message your customers send opens a conversation in the inbox, whichever channel it came from. This article shows how to move between conversations, change their status, and filter the list so you see only what concerns you.

Where conversations live

In the Conversations section of the sidebar:

• All Conversations: everything you are allowed to see.
• Mentions: conversations where a colleague mentioned you in a private note.
• Participating: conversations you joined or were added to.
• Unattended: conversations still waiting for a reply from your team.
• Folders, Teams, Channels and Labels: shortcuts to one slice of your conversations.

At the top of the conversation list are three tabs (1): Mine for what is assigned to you, Unassigned for what nobody has yet, and All.

Conversation statuses

• Open: waiting for your team.
• Pending: not yet with your agents, for example while an automatic reply handles it, or because you set it aside.
• Snoozed: hidden until a time you chose; it reopens when that time comes.
• Resolved: the request is done. If the customer writes again, the conversation reopens.

To change the status from inside a conversation:

1. Select Resolve at the top of the conversation when you are done.
2. Or open the arrow next to it and choose Mark as pending, or Snooze and then a time, such as Until next reply, Until tomorrow or Custom... to pick the date and time yourself.
3. To bring a resolved conversation back, select Reopen.

You can also right-click any conversation in the list to change its status, assign it or label it without opening it.

Choose what the list shows

1. From the status menu (2), choose Open, Pending, Snoozed, Resolved or All.
2. From Sort conversations (3), choose an order, such as Last activity: Newest first or Pending Response: Longest first.

Filters and folders

When you need sharper conditions, such as urgent conversations on your WhatsApp channel:

1. Select Filter conversations (4).
2. Choose a condition, such as Status, Inbox name, Assignee name, Team name, Labels or Priority, then the value.
3. To add another condition, select Add filter.
4. Select Apply filters.

To keep this filter one click away:

5. Select the Save filter button above the list.
6. Type a name under Name this filter, then select Save filter.

The folder appears under Folders in the sidebar. To change its conditions, open it and select Edit folder; to remove it, select Delete filter. Clear filters just resets the list without deleting anything.

Work on several conversations at once

Tick more than one conversation in the list and a bar appears where you can Assign agent, Assign team, Assign labels or Change status for all of them.

Note: to find a message or a customer by name, see Searching. To share conversations out across the team, see Assigning conversations.