Left alone, Conversations fills with chats the assistant already handled perfectly well. These tools keep it useful.
Mark as resolved
Select Mark as resolved at the top of a conversation. It moves to the Resolved tab and out of your Active list.
Resolving does not close anything for the customer. If they write again, the conversation comes back to life and the assistant answers as usual.
Mark as important
The star at the top of a conversation flags it. Starred conversations are findable through Favorites only in the filter menu.
Use it for the ones you need to come back to: a complaint you are still resolving, a big order in progress, something you want to show a colleague.
Search
Search conversations looks across everything you have, not just what is currently loaded. It searches names, phone numbers and message content, so any of these work:
- A customer’s name, if you named them
- A phone number, for WhatsApp conversations
- A phrase you remember from the chat, like “wedding cake” or “refund”
Name your customers
Website visitors are anonymous by default. Select Add a name at the top of a conversation and type one in. This is what makes search useful later. Without names, you are searching message content only.
Filter by channel
The filter menu switches between All channels, WhatsApp and Website. Useful when the two have different rhythms, for example WhatsApp being mostly existing customers and the website being mostly new ones.
Deleting
The kebab menu on a conversation has Delete conversation. This is permanent and removes the whole history. Resolving is almost always what you want instead.
What to do next
To show a conversation to someone outside the app, see Share or export a conversation.