Conversation
A conversation is communication customer made to your Organisation via one of your Channels.
Access
Customer Management > Conversation
Requirements
Access to Conversation Resource
Conversations List
User may search for conversations from specific Channel, or only conversations with unread message.
Conversation status icons
A green A icon indicates Auto-Response enabled or red if disabled for the conversation.
A Stop-Sign icon indicates sending message has been disabled for the conversation.
Conversation Detail
The conversation detail page allows user to view messages, as well as manually reply to customer.
Properties
Tags - User may enter custom tags to categorize the Customer
Actions
Create Booking - Create a booking Order
Create Order - Create an Order
Customer Detail - View Customer detail
Link Customer - Link this Conversation to another Customer
View Orders - View Customer’s Orders
View Tasks - View Customer’s Tasks
Auto Response
Auto Response will automatically disable when user manually sends message to customer
Auto Response will only response to text message. The system will inform customer to response with text message if received other formats (e.g. Audio, Video). Media messages will still be stored in the system and able to view in the Admin Portal
User may disable auto-response in a number of ways
When manually handling a Task, user may disable auto-response for a specific Conversation by toggle the Auto-Response icon in the Conversation View
Set Auto Response in Project to False, to disable Auto Response for Channels associated to the Project
Remarks
Conversation processing (Incoming & Outgoing) is disable when any of the following entity is not in Active state: Organisation, Project or Channel