You get options to list out or search all the user’s replied conversations whether it is directly sent to your WABA number or replied to your broadcast messages.
Assign Agent: All your agents and Bot will be listed in the drop-down. You can assign it to specific agent. System default is Bot. Any replied message from a customer, will be assigned with Bot and bot automatically answers as per your conversations setup.
Favorite: If you want to mark any chat as favorite. Click on Star button to favorite or unfavorite. Then when required, you can list all your favorite chats from Left Column drop-down.
Spam/Block: You can mark as spam or block a chat conversation. Click on Ban button to block/unblock. Then when required, you can list all your favorite chats from Left Column drop-down.
Status: You can update a status (Pending|Open|Solved) of a chat conversation. Select your desired status to mark a client’s conversation. Then when required, you can list all your status chats from Left Column drop-down.
Sending Message: Reply to a chat conversation with normal text, media with caption, pre-saved conversation, templates, etc.,
Basic Information: At the top of right column, basic information of chat user will be listed.
Contact custom parameters: You can add/update custom parameters of your contact.
Tags: You can add tags for specific agent’s chat conversation. This helps you in listing all tagged chats.
Note: You can add note for specific agent’s chat conversation. This helps you in understanding chats so that it helps you in answering when followed up by a customer.
These settings help you configure default messages and alerts for your agents.