Responde conversaciones desde la bandeja

What you'll achieve

You'll open a conversation, assign it to yourself, add labels, leave private notes for your team, reply with canned responses and mark it as resolved.

Before you start

• Your company must have at least one connected channel receiving messages (see the guide “Connect your website chat, WhatsApp, Instagram and Messenger”).
• You must be added as a member of the channel or of a team with access to it. You only see conversations from those channels and teams; administrators see everything.
• If you want to use labels and quick replies from day one, create them first (see “Common issues” and the steps in the final section).

Steps

1. In the left menu, open Conversations and choose All conversations. Screenshot: conversation list with the Mine, Unassigned and All tabs
2. Use the tabs Mine, Unassigned o All to filter by owner.
3. With the status filter choose Open, Resolved, Pending, Snoozed o All.
4. If you're looking for a person or a chat, type in the search box at the top.
5. Click a conversation to open it. You'll see the history in the center and the contact details on the right.
6. If the conversation isn't yours, you'll see the notice “This conversation isn't assigned to you. Do you want to assign it to yourself?”. Click Assign to me.
7. To assign it to someone else, open the right panel, section Conversation actions, and choose a value in Assigned agent. To pass it to a group, use Assigned team. Screenshot: right panel with Assigned agent and Assigned team
8. To add labels, open the section Conversation labels in the right panel and choose the labels. (You can also right-click the conversation in the list and choose Assign label, Assign an agent o Assign team.)
9. In the message box you'll see two tabs: Reply y Private note. With Reply the message reaches the customer.
10. Write your reply and click Send.
11. To use a canned response, type the / character followed by the short code and choose the response from the list; check the text and click Send.
12. To attach files use the icon Attach files, or drag and drop them into the box. You can also insert emojis or record audio with the box's icons.
13. To leave a note just for your team, switch to the tab Private note, write the text and click Add note. The customer doesn't see it. Inside the note you can mention coworkers (Agents) or teams (Teams) to let them know. Screenshot: Private note tab active with a mention
14. When you're done, click Resolve in the conversation header.
15. If you need more time, open Other actions (or the menu next to Resolve) and choose Mark as pending, o Snooze until Next reply, Tomorrow o Next week.
16. To handle a resolved conversation again, click Reopen.

Create labels and quick replies (administrators)

1. Go to Settings and open Labels. Click Add label, fill in Label name (only letters, numbers, hyphens and underscores; at least 2 characters), Description y Color, and click Create. Turn on Show label in the sidebar if you want to see it in the menu.
2. Go to Settings and open Quick replies. Click Add quick reply, type the Short code and the Message, and click Send.
3. From a conversation, you can also save a message as a reply: click the message and choose Add to canned responses.

Expected result

The conversation is assigned to you or to the right person, with its labels and notes, the customer gets your reply and, when you finish, the status changes to Resolved (and the My business indicator updates).

Common issues

When to contact support

Write to us at support@archietechnology.com if you repeatedly can't send messages or if a conversation doesn't appear. Send us:

• The channel name (for example, WhatsApp or web widget).
• The exact text of the notice.
• A screenshot.
• The approximate date and time.
• If possible, the conversation link (conversation menu, Copy conversation link). Don't include customer personal data that isn't necessary.