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Working with conversations

A conversation is an exchange with one customer within one channel. Each incoming email or message either continues an existing conversation or starts a new one.

Lifecycle​

  1. Open — a new request awaiting an agent's reply.
  2. In progress — an agent is assigned and replying.
  3. Snoozed — a reply was sent; the conversation waits for the customer.
  4. Resolved — the issue is solved.

Status changes manually by an agent or automatically on reply.

Agent tools​

  • Assignment — assign a conversation to yourself, another agent, or a team.
  • Labels — tags for categorising requests; shared with contacts.
  • Private notes — internal comments inside a conversation, hidden from the customer.
  • Canned responses — reusable templates for frequent replies.
  • CSAT — after resolving, you can send the customer a satisfaction survey.

Email replies​

An agent's reply is sent to the customer as an email from the channel address. The agent's display name (configurable) is used in the signature. The subject and thread are preserved, so the customer sees the familiar thread.

What's next​