Tab: Conversations

General information

In "Conversations" tab the operator communicates directly with the client. The documentation describes the business process of working with conversations, the main elements of it and the functions of working with the conversations.
Super-admin also has the possibility to work in "Conversations" tab like any other operator.

Conversation elements

Element #1 - User name - Information that is transmitted by the channel to‌
Element #2 - channel - logo of the channel through which the client reaches the company‌
Element #3 - The element indicates that the last message was left by the operator.‌
Element #4 - Responsible operator - indicates the name of the operator who works / worked with the conversation.‌
Element #5 - New message - indicates that a message has arrived from the client and it hasn't been read by an operator.‌
Element #6 - Operator's group - indicates the group of operators in which this conversation is located.‌
Element #7 - Processing status - indicates at what stage of processing the conversation is.
There are 3 statuses:
  • Unassigned
  • My inbox
  • Closed
Element #8 - Message time - indicates the time the message arrived, regardless of the sender. The "Unassigned" tab displays the time when the "Unassigned" status is assigned.
The "Unassigned" tab displays the time when that status is assigned to the conversation. The tab “Closed” displays the time of assigning the status “Closed”.‌
Element #9 - indicates the number of conversations that are in "My Inbox" of the particular operator.‌
Element #10 - indicates that there are messages from the clients that are not viewed by the operator.

How to work with conversations?

The work of the operator is focused on 3 tabs in this section:
  • Unassigned - "Unassigned" tab shows new conversations from clients
  • My inbox - "My inbox" tab shows the conversations that are being processed by the operator
  • Closed - "Closed" tab shows conversations that were closed (resolved) by the operator
You can find more information below:
The "Blacklist" and "All tabs" become available if the operator is assigned a role "Conversations management" or "Show tab "All" in conversations" (for more details: Manage roles).

"Unassigned" tab

All new clients' message requests appear in the “Unassigned” tab. By default, conversations in this tab are visible to all operators. However, if the operator is in a separate group (s), then he will see only those conversations that are distributed in this group (s).
In, manual distribution of conversations works, i.e. either the operator takes the conversations, or the admin distributes the received conversations to the operators.
In order to take away the conversation from “Unassigned”:
  1. 1.
    select the appropriate conversation (preview of the conversation is available)
  2. 2.
    click on "Start conversation"
After these actions have been performed, the conversations will go to “My inbox” tab of this operator and will be assigned to him (this will be indicated in the conversation log).

"My inbox" tab

After the operator has taken the conversation, it goes to “My inbox” tab, and after that he can start a conversation with the client.
To send a message to the client, you must click "Send" or use the "hot keys" (MacOS: Command + Enter, WinPC: Ctrl + Enter)
An indication that a message has been sent to the user is signed by the icon
. If the message is not delivered, the operator will see the icon
If the operator understands that the client’s conversation has been resolved, then it can be closed by clicking on "to closed" button. Also, the conversation can be returned to “Unassigned” by clicking on “To Unassigned” button
More information you can find below

"Closed" tab

The "Closed" tab displays all conversations that the operator closed. If the previous operator worked with this client and after another operator worked with this client, then when the last operator closes the dialog, the previous operator will not have this dialog in this tab. But all movements of the dialogue are stored in the access logs
From this tab, you can start a new conversation (outgoing) with the client by clicking on "Start conversation", after which it will appear in "My inbox" tab

Functions for processing conversations

How to attach files?

The operator can send any types of files to the client. To do this, click "Attach file" and select the file you want to upload. You can select only one file, uploading and sending the file begins immediately.
The types of files supported by can be found in the instructions for the channels.

Canned responses

For quick responses to common clients' questions, the operator can use canned responses. You can start using it by entering the character "/" or "\" in the text field.
The following roles can set template database by clicking "Add answer":
  • super-admin - the templates set by him will be available to all operators regardless of the groups
  • operator - the templates set by him will be available only to this operator
Canned responses can be divided by topic (for example to greet, end the conversation). This can be done while creating the template in the "Title" field:
Canned responses can be either edited or deleted:

Change client name

Clients in messaging apps or social networks can name themselves in a different way, as channels transfer to If there is a need to rename the client the operator can click on
and make changes.
The original name is stored in the client profile:

Add notes

Notes allow you to save some information about the client, for example, to communicate when the conversation is assigned to another operator, or for the admin. The user doesn't see the note. To add a note, you must click
, in the window that appears, write down the text in the note and click "Add"

Adding emoji

Emoji allows you to add emotions in communication with the client. To add emoji to the text, you must click
and select the emoji you want to add.

Adding a note in client profile

If you need to add additional information for a client, you can use the function "Notes". Click on the client's logo - his profile will appear. In the field "Note" click on "Add" and enter the information.

Assign conversation to another operator

You can assign the conversation to another operator for example, when this operator has already communicated with this client. To do this, you must click on "Assign to" and select a specific operator.
If the operator is in a specific group (s), then the operators who are also in this group (s) will be available for assigning this conversation to them

Assign the conversation to another group

Assigning a conversation to another group allows you to assign conversations from the operator of one group to the operators of another group. For example, groups of operators are divided by type of conversations, or it is necessary to build the 1st and 2nd support lines. To assign the conversation to another group, click on
(the name of the group and the color of the button may be different, depending on your settings). After that, in the drop-down list, select the group to which the сonversation should be assigned.
After assigning, the conversation will be displayed in the "Unassigned" tab of the group to which it was assigned.

Send conversation to Email

Allows you to upload either all correspondence with the client or specific messages.

Option 1

To upload all correspondence, click "Send to Email"
specify the subject of the e-mail and the recipient in the window that appears and click "Send conversation". An e-mail with the correspondence will be sent to the indicated email address.

Option 2

To upload the correspondence, it is necessary to select messages. You can select the necessary messages for uploading by clicking
in the right upper corner of the message.
Click "Send to Email" after selecting messages
specify the subject of the e-mail and the recipient in the window that appears and click "Send conversation". An e-mail with the correspondence will be sent to the indicated email address.


The function is useful for capturing attention to client messages. For example, mark a client’s message that contains a complaint, then collect these messages and analyze them (using the tag analytics section).
To "tag" the message (s), you must select these messages. You can select the necessary messages by clicking on the message block in the upper right corner.
After selecting messages click "Add Tag"
in the window that appears, select the tag from the drop-down list, or create a new one
The created tag is automatically saved in the tag list, and next time it will appear in this list.
Tags cannot be deleted / edited.


If it is necessary that messages from a specific client don't arrive to operators, then it can be added to the Blacklist. To do this, select "Send to the black list" in the drop-down menu
To remove a client from the black list, you need to open "Black list" tab (available for super-admin or operator with advanced privileges - more) select a dialogue with the client and click "Unlock conversation"

Search by message

Search works both by customer name and by messages in conversations. At least 3 characters must be entered in the search bar. Search starts at the beginning of a word, not from the end.

Conversation filter

You can filter conversations by:
  • groups of operators
  • operators
  • status (unassigned, in progress, closed)
There are filters on:
  • operators' groups works in each tab
  • processing status works in the "All" tab
  • operators works in the "All" and "Blacklist" tabs
If the operator belongs to a specific group(s) and is assigned a role with the permission "Show tab "All" in conversations", the filter will display a list of operators in the groups in which the operator itself is located.

Outgoing messages

The function allows you to initiate a dialogue with the client by phone number via the WhatsApp.
To initiate a dialogue, you should click "Outgoing message", enter the phone number
Get an answer from WhatsApp if the app is installed on the client's phone number. If yes, then click "Send message"
write down the name of the client with whom you will communicate, enter a message, the group that will be used to send the message (if one operator is in several groups) and click "Send".
After that the message that was initiated by the operator will appear in “My inbox” tab
The paid function "Outgoing messages" is hidden by default. For access, contact Support

Client assignment to an operator

The function allows you to assign a specific client to the operator. It is convenient to use if the company has a certain number of clients assigned to each operator / manager.
To assign a client to an operator, it is necessary to assign a conversation to the operator, click on the icon
and select "Fix (name)" from the list. Write down in brackets the name of the operator who plans to assign the user to himself.
The function "Client assignment to an operator" contains the following logic:
  • only operator or super admin can pin the user
  • operator can detach the client, and super admin can detach the user from any operator
  • in case of a new conversation from the client, after the operator or super-administrator has assigned this client, the conversation will bypass the “Unassigned” stage and immediately display in “My Inbox”.
  • if you want to assign a client to another operator, the current operator detaches the client and transfers him to a new operator (or the new operator takes the client), who assigns this client to himself.
  • If the operator or super-admin, to whom the client is assigned, transferred the client’s conversation to another operator, and the operator sent the message to “Closed”, then if the client will contact again, the conversation will be displayed in the “My inbox” tab of the operator or super-admin to whom the conversation is assigned.
A pinned client has three statuses:
For the operator or super admin to whom the client is assigned
For an operator for whom the client isn't assigned
Pinned ([name])
For super-admin for whom the client isn't assigned
Detach (assigned to [name])
[name] - this is the name or email of the operator or super-admin to whom the client is assigned