Overview
Effective conversation management is key to providing excellent customer service. This guide covers advanced techniques for handling multiple conversations, prioritizing work, and resolving issues quickly.Conversation Lifecycle
Understanding the conversation flow helps you manage customer interactions effectively: New Message → Open → Assigned → In Progress → Resolved → Closed → Archived1
New Conversation
When a customer messages you, the conversation appears in your inbox with a notification sent to your team.
2
Assignment
Assign conversations to the right team member based on expertise, workload, or previous interactions.
3
Active Handling
Team members respond to customers, gather information, resolve issues, and update status.
4
Resolution
Close the conversation when resolved by marking as complete and adding resolution notes.
Assignment Strategies
Manual Assignment
Assign specific conversations to team members:- Open conversation
- Click Assign button
- Select team member from dropdown
- Add assignment note (optional)
- Click Assign
Self-Assignment
Team members can claim conversations from the unassigned queue:- Browse unassigned conversations
- Click conversation to preview
- Click Assign to Me
- Start responding
Automatic Assignment
Enable smart auto-assignment based on rules:- Round Robin: Distribute conversations evenly across team
- Load Balancing: Assign to agent with fewest active conversations
- Skill-Based: Route based on agent expertise
- VIP Routing: Prioritize high-value customers
Prioritization
Priority Levels
Organize conversations by urgency:| Priority | SLA Target | Description |
|---|---|---|
| Urgent | Less than 1 hour | Critical issues, VIP customers |
| High | Less than 4 hours | Important but not critical |
| Normal | Less than 24 hours | Standard inquiries |
| Low | Less than 48 hours | General questions |
Setting Priority
Set priority for individual conversations:- Open conversation
- Click priority badge
- Select level
- Add priority reason (optional)
Bulk Actions
Manage multiple conversations simultaneously:1
Select Conversations
Click checkboxes next to conversations or use Shift+Click to select multiple.
2
Apply Actions
Available bulk actions include:
- Assign all to team member
- Apply tags to all selected
- Mark all as resolved
- Archive old conversations
- Change priority level
- Export conversation data
3
Confirm Changes
Review summary before applying changes.
Quick Reply Templates
Create reusable message templates:1
Create Template
Go to Settings → Quick Replies → New Template
2
Configure Template
Set name, shortcut, category, and message content
3
Use Template
Type shortcut (e.g., /hello) and press Tab to insert
Conversation Notes
Internal Notes
Add private notes visible only to your team:- Open conversation
- Click Notes tab in sidebar
- Write note (supports markdown)
- Mention team members with @name
- Click Save Note
Note Best Practices
Be Specific
Include details: what, when, who, why
Use Templates
Create note templates for consistency
Mention Team
Tag relevant team members
Update Regularly
Add notes after each interaction
Conversation Status Management
Status Workflow
1
Open
New conversation or customer replies. Assign to team member and set priority.
2
Pending
Waiting for customer response or external action. Add note explaining what you’re waiting for.
3
Resolved
Issue is resolved. Add resolution summary and send closing message.
4
Closed
Conversation completely finished. Auto-closes after configured time period.
Advanced Features
Conversation Merge
Conversation Merge
Combine duplicate conversations by selecting the first conversation, clicking Merge, searching for duplicate, and confirming.
Conversation Split
Conversation Split
Separate topics into new conversations when customer raises multiple unrelated issues.
Scheduled Messages
Scheduled Messages
Send messages at specific times by composing message, clicking schedule icon, choosing date/time, and confirming.
Conversation Transfer
Conversation Transfer
Transfer to different channel or department by clicking Transfer, selecting destination, adding notes, and confirming.
Metrics and Performance
Track your conversation management effectiveness:Personal Metrics
Monitor your daily performance:- Conversations handled
- Average response time
- Resolution rate
- Customer satisfaction
Team Metrics
Track team performance against targets:- First response time
- Resolution time
- Customer satisfaction
- Conversations per agent per day