Handle conversations clearly
A straightforward workflow for finding, assigning, replying to, and closing visitor conversations.
Your inbox brings conversations, messages and visitor context together. The channel filter separates widget, Messenger, Instagram, WhatsApp and Email threads. You can connect a mailbox to receive customer emails. Allegro is supported as a Rules/Knowledge scope but not yet an inbox filter.
Start with the right queue
Open the queue selector above the conversation list. Choose Needs reply for messages awaiting action, Unassigned for work without an owner, or Mine to focus on your assigned threads. When a visitor returns to an older question, search the message history.
Work a thread
Open a conversation, read the latest visitor message, and check the visitor panel before replying. Use the assignee control to hand it to a teammate, and use Priority when timing matters. Keep internal notes for context that should not be sent to the visitor.
Finish with a clear status
Use the status menu to mark a conversation Pending while you wait for the visitor or Close Conversation when no action remains. Snoozing is a separate action that returns the conversation at the chosen time. The state tells the next person what to do, so set it deliberately.
When another system needs the conversation
A TopSoft4U integration can call GET List conversations, assign an operator or close a conversation. Check the API key scopes and selected site before automating these actions. You can also export a conversation transcript.
When a teammate takes over
Before handing a case to another operator, write an internal note covering what you have checked, what the customer is waiting for and the next action. For a billing decision, use the Routing guide to send it to the team that can make the call. The next operator can continue without asking the visitor to repeat the story.
Habits that help the team
- Write the next action in an internal note before handing off.
- Use a saved search for recurring queues such as billing or urgent VIP conversations.
- Close the thread only after the visitor has a usable answer.
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