Message Page Overview
The Message Page allows you to manage conversations efficiently. It features an inbox to view messages, a conversation panel to interact with contacts, and tools to organize and respond to messages.
Conversation List (Left Panel)
Conversation Status Filter: Use the "All" dropdown to filter messages by status, such as "Unassigned", "Assigned", or "Resolved".
Filter: Click the "Filter" icon to filter messages by criteria like unread status, assigned to you, agent name, team name, or label.
Start a New Chat: Click the "+" icon to initiate a new conversation.
Channel Filter: Select which channels to display in the conversation list.
Label Toggle: Switch between displaying the conversation list with or without labels.
Select Messages: Check the boxes next to conversations to select multiple messages for bulk actions.
Action Dropdown: Select multiple conversations to assign them to an agent/team or export the selected conversations.
Message Searching: Enter keywords or a phone number to search for contacts, conversations, or message content.
Conversation View (Center Panel)
Conversation Status: Click to change the status to "Unassign" "Mark as Resolved" or assign it to an agent/team.
Bot Toggle:
Bot Enabled: The bot is ready to respond when its trigger conditions are met. This conversation is not currently in a bot flow.
Bot is handling: This conversation is currently being processed by a bot flow. Replying to the customer will automatically take over the conversation.
Bot disabled: The bot is turned off and will not respond to messages in this conversation.
Bot Toggle
Message Actions and emoji reaction: When you hover on a message, you'll find a "…" and an emoji icon. Click "…" to copy, reply to, or translate the message, and to check message info. Click the emoji icon to select an emoji and react to the message.
Private Note: Switch to the "Private Note" tab to send internal messages that are visible only to your team.
Response Options: Send Attachments, Emojis, Message Templates, or Quick Send (including Bot Flow, Saved Replies, WhatsApp Flow). You can refer to Quick Send for more details.
AI Tools: Click to use AI Writer or Doc Reply. For more details, please refer to AI Tools - AI Writer & Doc Reply.
Pause Auto Follow-ups: Click to pause or resume the Auto Follow-ups function. For more details, please refer to Auto Follow-ups.
Contact Info (Right Panel)
Contact Info: View the contact's name, user ID, phone number, and other details. Click "Edit" to update the contact info.
Notes: View, add, or edit notes about the contact to keep track of important details.
Custom Fields: Add custom fields to store additional information specific to your needs.
Labels: Create or manage labels for the contact to categorize and organize conversations.
Activities: View recent conversation activities, such as conversation status changes or assignee updates. Click "More Details" to get more history records.
Block/Unblock Contact: Block or unblock the contact as needed to manage communication.
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