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Managing Conversations

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Overview

Managing conversations means organizing, responding to, and keeping track of all your customer interactions. This guide will show you how to handle conversations effectively so your customers get the best possible service.

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Finding the Right Conversations

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Using the Conversation List

The left side of your inbox shows all conversations. Here’s how to navigate: What each conversation shows:

• Customer name or phone number at the top
• Preview of last message underneath
• Time when last message was sent
• Colored dots or badges showing status (new, unread, etc.)

Conversation order:

• Most recent first - newest activity appears at the top
• Automatically updates - new messages move conversations up
• Scroll down to see older conversations

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Quick Ways to Find Conversations

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By Status

• New - conversations that just started
• Unread - conversations with messages you haven’t seen
• Assigned to me - conversations you’re personally handling
• Closed - completed conversations

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By Time

• Today - all conversations from today
• This week - conversations from the past 7 days
• Specific dates - choose custom date ranges

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By Customer

• Search by name - type customer name in search box
• Search by phone - enter phone number to find their conversations
• Browse alphabetically - scroll through list of customers

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Taking Over from Your AI Agent

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When to Take Over

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Clear Signs You Should Step In

• Customer asks for human help (“Can I speak to a person?”)
• Customer seems frustrated (repeated questions, complaints)
• AI doesn’t understand (gives wrong or confusing answers)
• Complex requests (refunds, technical issues, special situations)
• Sensitive issues (complaints, billing problems, personal concerns)

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When to Let AI Continue

• Simple questions (store hours, basic product info)
• Routine requests (order status, tracking info)
• Customer seems satisfied with AI responses
• Conversation flowing smoothly without problems

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How to Take Over

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Step 1: Select the Conversation

1. Click on the conversation in the left list
2. Read through recent messages to understand the situation
3. Check customer information on the right side

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Step 2: Take Control

1. Look for “Take Over” button (usually at the top of the conversation)
2. Click “Take Over” or “Assign to Me”
3. You’ll see confirmation that you’re now handling the conversation
4. AI will stop responding automatically

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Step 3: Respond to Customer

1. Type your message in the text box at the bottom
2. Be friendly and professional - introduce yourself if needed
3. Address their concern directly
4. Ask follow-up questions if you need more information

Example takeover message: “Hi! I’m [Your Name] from customer service. I can see you were asking about [issue]. I’m here to help you personally with this.”

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Assigning Conversations to Team Members

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When to Assign Conversations

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Assign When

• Specific expertise needed (technical issues, billing questions)
• Team member is better suited (speaks customer’s language, knows the product)
• You’re too busy to handle it personally
• Follow-up required and specific person should handle it

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Don’t Assign When

• Quick, simple issues - handle them yourself
• You already started helping the customer
• Urgent situations where customer needs immediate help

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How to Assign Conversations

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Step 1: Open Conversation Actions

1. Click on the conversation you want to assign
2. Look for “Assign” button (usually near the top)
3. Click “Assign” to see assignment options

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Step 2: Choose Team Member

1. See list of available team members
2. Choose the right person for this type of issue
3. Click their name to assign the conversation

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Step 3: Add Assignment Note (Optional)

• Explain the situation briefly
• Include important details the assignee should know
• Set priority level if urgent

Example assignment note: “Customer wants refund for order #12345. They’ve been waiting 3 days for response. High priority.”

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Step 4: Confirm Assignment

1. Review assignment details
2. Click “Assign” to confirm
3. Team member gets notification
4. Conversation moves to their list

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Closing Conversations

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When to Close Conversations

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Close When

• Customer’s issue is fully resolved
• Customer confirms they’re satisfied
• No response from customer for several days after resolution
• Customer says goodbye or “thank you”

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Don’t Close When

• Customer might have follow-up questions
• Issue partially resolved but might need more help
• Waiting for customer to confirm solution worked
• Complex issue that might have ongoing parts

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How to Close Conversations

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Step 1: Confirm Resolution

Before closing, make sure:

• Customer’s question is answered
• Any promised actions are completed
• Customer seems satisfied with the solution

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Step 2: Send Final Message (Optional)

Good closing messages:

• “Is there anything else I can help you with today?”
• “Please let me know if you need any other assistance!”
• “Thank you for contacting us. Have a great day!”

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Step 3: Close the Conversation

1. Look for “Close” button (usually with other conversation actions)
2. Click “Close”
3. Confirm you want to close it
4. Conversation moves to closed section

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What Happens When You Close

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For You

• Conversation leaves your active list
• Moves to “Closed” section for reference
• Can still be reopened if customer contacts again
• Keeps all conversation history

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For Customer

• AI agent will respond if they send new messages
• New conversation appears in your inbox
• All previous context preserved

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Managing Customer Information

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Viewing Customer Details

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What You Can See

Contact Information:

• Name (if provided)
• Phone number
• Email address (if available)
• First time they contacted you

Conversation History:

• Previous conversations
• Notes from team members
• Tags and categories
• Total number of interactions

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How to Use This Information

• Personalize your service - use their name
• Reference previous conversations - “I see you contacted us last week about…”
• Understand their needs - look for patterns in their questions
• Provide better help - know their history with your business

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Adding Notes and Tags

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Adding Notes

When to add notes:

• Customer has specific preferences
• Important information to remember
• Ongoing issues that need follow-up
• Special circumstances

How to add notes:

1. Find “Add Note” or “Notes” section in customer details
2. Type your note (keep it brief and helpful)
3. Save the note
4. Note appears for all team members to see

Good note examples:

• “Prefers text messages over calls”
• “Regular customer - always orders on Fridays”
• “Had shipping issue last month - now resolved”

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Adding Tags

What tags are for:

• Categorize customers (VIP, new customer, frequent buyer)
• Mark issues (complaint, technical issue, billing)
• Track preferences (prefers email, rush orders)

How to add tags:

1. Find “Tags” section in customer details
2. Type new tag or choose from existing ones
3. Save the tag
4. Use for filtering conversations later

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Using Filters and Search

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Basic Filters

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By Status

• New - conversations just started
• Open - active conversations
• Assigned - conversations handled by team members
• Closed - completed conversations

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By Assignment

• Assigned to me - your conversations
• Unassigned - conversations available for anyone
• Assigned to others - conversations handled by teammates

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Search Features

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Search by Customer

• Type customer name in search box
• Enter phone number to find their conversations
• Search partial names (first name, last name)

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Search by Content

• Search message content - find conversations containing specific words
• Search by keywords - find discussions about specific topics
• Search by dates - find conversations from specific time periods

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Advanced Filters

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Multiple Filters

• Combine filters - example: “New + Unassigned” conversations
• Date ranges - specific time periods
• Customer tags - conversations with tagged customers
• Channel filters - WhatsApp, website chat, etc.

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Saving Filter Combinations

• Save frequently used filter combinations
• Quick access to common views
• Share with team - standard filter sets for everyone

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Best Practices for Conversation Management

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Daily Routine

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Morning Check (5-10 minutes)

1. Look for urgent messages - check for frustrated customers
2. Review overnight conversations - see what AI handled
3. Check assignments - any conversations assigned to you
4. Plan your day - estimate time needed for customer service

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Throughout the Day

1. Check regularly - every 30-60 minutes during business hours
2. Respond quickly to urgent issues
3. Monitor AI performance - step in when needed
4. Keep conversations moving - don’t let customers wait

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End of Day (5 minutes)

1. Close completed conversations
2. Follow up on any promised actions
3. Check for conversations that need next-day attention
4. Update any notes for tomorrow

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Quality Guidelines

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Response Time Goals

• Urgent issues: Within 15 minutes
• Regular questions: Within 1-2 hours
• Follow-ups: Same business day
• Complex issues: Keep customer updated every few hours

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Professional Communication

• Use friendly, professional tone
• Address customer by name when possible
• Acknowledge their concern before providing solution
• Confirm understanding before closing conversation

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Team Coordination

• Add helpful notes for team members
• Assign appropriately - don’t dump problems on others
• Communicate handoffs clearly
• Share insights about common issues

Remember: Good conversation management means customers feel heard, helped, and valued. Your AI agent handles the routine work, but you ensure every customer gets the personal attention they deserve!