{"id":805,"date":"2026-10-24T11:52:53","date_gmt":"2026-10-24T16:52:53","guid":{"rendered":"https:\/\/archietechnology.com\/ayuda\/guia\/responde-conversaciones-desde-la-bandeja\/"},"modified":"2026-10-24T11:52:53","modified_gmt":"2026-10-24T16:52:53","slug":"responde-conversaciones-desde-la-bandeja","status":"publish","type":"ayuda","link":"https:\/\/archietechnology.com\/en\/ayuda\/guia\/responde-conversaciones-desde-la-bandeja\/","title":{"rendered":"Reply to conversations from the inbox"},"content":{"rendered":"<p><!-- Archie Talk \u00b7 Bandeja y conversaciones \u00b7 Estado: borrador (pasos sin verificar en pantalla) --><\/p>\n<h2>What you'll achieve<\/h2>\n<p>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.<\/p>\n<h2>Before you start<\/h2>\n<ul>\n<li>Your company must have at least one connected channel receiving messages (see the guide &#8220;Connect your website chat, WhatsApp, Instagram and Messenger&#8221;).<\/li>\n<li>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.<\/li>\n<li>If you want to use labels and quick replies from day one, create them first (see &#8220;Common issues&#8221; and the steps in the final section).<\/li>\n<\/ul>\n<h2>Steps<\/h2>\n<ol>\n<li>In the left menu, open <strong>Conversations<\/strong>\u00a0and choose <strong>All conversations<\/strong>. <span class=\"ay-captura\">Screenshot: conversation list with the Mine, Unassigned and All tabs<\/span><\/li>\n<li>Use the tabs <strong>Mine<\/strong>, <strong>Unassigned<\/strong>\u00a0o <strong>All<\/strong>\u00a0to filter by owner.<\/li>\n<li>With the status filter choose <strong>Open<\/strong>, <strong>Resolved<\/strong>, <strong>Pending<\/strong>, <strong>Snoozed<\/strong>\u00a0o <strong>All<\/strong>.<\/li>\n<li>If you're looking for a person or a chat, type in the search box at the top.<\/li>\n<li>Click a conversation to open it. You'll see the history in the center and the contact details on the right.<\/li>\n<li>If the conversation isn't yours, you'll see the notice &#8220;This conversation isn't assigned to you. Do you want to assign it to yourself?&#8221;. Click <strong>Assign to me<\/strong>.<\/li>\n<li>To assign it to someone else, open the right panel, section <strong>Conversation actions<\/strong>, and choose a value in <strong>Assigned agent<\/strong>. To pass it to a group, use <strong>Assigned team<\/strong>. <span class=\"ay-captura\">Screenshot: right panel with Assigned agent and Assigned team<\/span><\/li>\n<li>To add labels, open the section <strong>Conversation labels<\/strong>\u00a0in the right panel and choose the labels. (You can also right-click the conversation in the list and choose <strong>Assign label<\/strong>, <strong>Assign an agent<\/strong>\u00a0o <strong>Assign team<\/strong>.)<\/li>\n<li>In the message box you'll see two tabs: <strong>Reply<\/strong>\u00a0y <strong>Private note<\/strong>. With <strong>Reply<\/strong>\u00a0the message reaches the customer.<\/li>\n<li>Write your reply and click <strong>Send<\/strong>.<\/li>\n<li>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 <strong>Send<\/strong>.<\/li>\n<li>To attach files use the icon <strong>Attach files<\/strong>, or drag and drop them into the box. You can also insert emojis or record audio with the box's icons.<\/li>\n<li>To leave a note just for your team, switch to the tab <strong>Private note<\/strong>, write the text and click <strong>Add note<\/strong>. The customer doesn't see it. Inside the note you can mention coworkers (<strong>Agents<\/strong>) or teams (<strong>Teams<\/strong>) to let them know. <span class=\"ay-captura\">Screenshot: Private note tab active with a mention<\/span><\/li>\n<li>When you're done, click <strong>Resolve<\/strong>\u00a0in the conversation header.<\/li>\n<li>If you need more time, open <strong>Other actions<\/strong>\u00a0(or the menu next to Resolve) and choose <strong>Mark as pending<\/strong>, o <strong>Snooze<\/strong>\u00a0until <strong>Next reply<\/strong>, <strong>Tomorrow<\/strong>\u00a0o <strong>Next week<\/strong>.<\/li>\n<li>To handle a resolved conversation again, click <strong>Reopen<\/strong>.<\/li>\n<\/ol>\n<h3>Create labels and quick replies (administrators)<\/h3>\n<ol>\n<li>Go to <strong>Settings<\/strong>\u00a0and open <strong>Labels<\/strong>. Click <strong>Add label<\/strong>, fill in <strong>Label name<\/strong>\u00a0(only letters, numbers, hyphens and underscores; at least 2 characters), <strong>Description<\/strong>\u00a0y <strong>Color<\/strong>, and click <strong>Create<\/strong>. Turn on <strong>Show label in the sidebar<\/strong>\u00a0if you want to see it in the menu.<\/li>\n<li>Go to <strong>Settings<\/strong>\u00a0and open <strong>Quick replies<\/strong>. Click <strong>Add quick reply<\/strong>, type the <strong>Short code<\/strong>\u00a0and the <strong>Message<\/strong>, and click <strong>Send<\/strong>.<\/li>\n<li>From a conversation, you can also save a message as a reply: click the message and choose <strong>Add to canned responses<\/strong>.<\/li>\n<\/ol>\n<h2>Expected result<\/h2>\n<p>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 <strong>Resolved<\/strong>\u00a0(and the My business indicator updates).<\/p>\n<h2>Common issues<\/h2>\n<details>\n<summary>I don't see any conversations.<\/summary>\n<p>Check the status filter (for example, you're on <strong>Resolved<\/strong>) and that you're a member of the channel or of a team with access. Ask an administrator to add you.<\/p>\n<\/details>\n<details>\n<summary>I see &#8220;Couldn't send the message! Please try again&#8221;.<\/summary>\n<p>Check your connection and click again <strong>Send<\/strong>. If the channel is WhatsApp, Instagram or Messenger, check that the channel connection is still active (see the channel connection guide).<\/p>\n<\/details>\n<details>\n<summary>I typed<\/summary>\n<p><strong>\/<\/strong>\u00a0<strong>and no response appears.<\/strong>\u00a0There are no quick replies created yet, or the short code doesn't match. Create it in <strong>Settings &gt; Quick replies<\/strong>.<\/p>\n<\/details>\n<details>\n<summary>The customer saw my note.<\/summary>\n<p>Check that you were on the tab <strong>Private note<\/strong>. Private notes aren't sent to the customer; messages from the tab <strong>Reply<\/strong>\u00a0are.<\/p>\n<\/details>\n<details>\n<summary>I can't create a label.<\/summary>\n<p>The name only allows letters, numbers, hyphens and underscores, and at least 2 characters.<\/p>\n<\/details>\n<details>\n<summary>A conversation disappeared from the list.<\/summary>\n<p>It was probably <strong>Resolved<\/strong>, <strong>Pending<\/strong>\u00a0o <strong>Snoozed<\/strong>. Change the status filter to find it.<\/p>\n<\/details>\n<h2>When to contact support<\/h2>\n<p>Write to us at <a href=\"mailto:support@archietechnology.com\">support@archietechnology.com<\/a>\u00a0if you repeatedly can't send messages or if a conversation doesn't appear. Send us:<\/p>\n<ul>\n<li>The channel name (for example, WhatsApp or web widget).<\/li>\n<li>The exact text of the notice.<\/li>\n<li>A screenshot.<\/li>\n<li>The approximate date and time.<\/li>\n<li>If possible, the conversation link (conversation menu, <strong>Copy conversation link<\/strong>). Don't include customer personal data that isn't necessary.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>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.<\/p>","protected":false},"featured_media":0,"menu_order":23,"template":"","meta":{"ay_popular":0,"footnotes":""},"ayuda_seccion":[28,36],"class_list":["post-805","ayuda","type-ayuda","status-publish","hentry","ayuda_seccion-archie-talk","ayuda_seccion-talk-bandeja"],"_links":{"self":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda\/805","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda"}],"about":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/types\/ayuda"}],"version-history":[{"count":0,"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda\/805\/revisions"}],"wp:attachment":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/media?parent=805"}],"wp:term":[{"taxonomy":"ayuda_seccion","embeddable":true,"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda_seccion?post=805"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}