Conversations

The shared inbox#

Conversations from all of your lines arrive in one place. Several agents can work at once, and each sees what the others are on.

Every conversation has a status and a priority, which is how you know what is still waiting.

• Statuses: open, pending and resolved.
• Priorities: low, normal, high and urgent.

Replying and attaching#

You write from the conversation itself and the message goes out through the line it arrived on. You can send and receive photos, audio, documents, locations and contacts.

Internal notes#

An internal note is a message inside the thread that only your team sees. It exists to leave context before handing a conversation to someone else. The customer never receives it.

Assigning and labelling#

Assigning a conversation makes it clear who answers. You can assign it to a person or leave it with a team.

Labels are yours: you create them with whatever criteria makes sense for your operation and apply them to conversations and contacts.

Quick replies and macros#

A quick reply is text you insert instead of typing again. A macro chains actions you usually take together and runs them at once on the conversation.

Any agent can use them. Creating, editing and deleting them requires a supervisor role or above.