This guide provides instructions on how to use the new Conversation Status Management and Inbox Filtering features to help you better organize your inbox and handle customer messages efficiently.
Close & Reopen Message Cases
How to Close a Conversation
Open the Inbox in your dashboard.
Select the conversation you want to close.
Click on the “Close” button.
The conversation status will change to Closed, and it will be moved to the Closed tab.
When to close a conversation?
When the customer inquiry is resolved.
To keep the inbox organized and focus on active cases.
How to Reopen a Conversation
Go to the Closed tab in the Inbox.
Select the conversation you want to reopen.
Click on the “Reopen” button.
The conversation will move back to the Open tab.
✅ Automatic Reopening
If a customer sends a new message to a closed conversation, it will automatically reopen and move to the Open tab.
Inbox Filtering
You can filter conversations to manage their inbox more effectively.
Available Filter Options:
Open (Default) – Displays all active conversations.
Closed – Shows conversations that have been marked as resolved.
Unread – Highlights messages that have not been read yet.
How to Use Filters
Open the Inbox.
Click on the Filter option.
Select one of the available filters (Open, Closed, or Unread).
The inbox will update based on the selected filter.
Staff Assignment
You can assign staff to conversations to ensure proper follow-up.
Open the chat from your Inbox
In the conversation panel at the right, select the staff member from the dropdown list
Auto-reply automation will assign staff if human help is needed.
Keyboard Shortcuts
Boost your productivity with these shortcuts:
Cmd/Ctrl + Backspace – Close the current conversation
Cmd/Ctrl + ↑ / ↓ – Navigate between conversations
Tip: You can also use the Search Bar with filters to find specific conversations by phone number or customer name.