Conversations Related
How can I tag a user?
1. In the conversation notes box, you will have a list of icons at the bottom. Please select the @ icon to tag a team member. 2. Go to notes and type @, the list of users added in the channel will be displayed. From there you can select the person ...
I'm sending the message,I'm not able to see any tick or I'm able to see a different colour yellow.
Please check whether the chat is assigned to a different agent or user. If so, then you are trying to send a message through the notes option. Notes option is for internal comments and it will be saved in the conversation page only and it will not be ...
What are notes? Or If I send messages in notes will the customer be able to see it
Notes are for your companies internal purpose and it will not be visible to your customers. Notes will not go to the customer. Notes can be used to add important comments for your team to collaborate better and in understanding the customers needs.
Can I send multimedia messages or rich content to the customer? or From Gallabox I need to send a pdf file, From where I can send this?
1. In the conversation reply box, you will have a list of icons at the bottom. Please select the attachment icon to send any multimedia messages, such as image, video, audio, PDF and documents. 2. Or drag and drop the multimedia file you would like ...
How can I send approved template conversation?
In the conversation reply box, you will have a list of icons at the bottom. Click on the exclamatory symbol to select the approved template that you want to send.
Can I rename the customer name? or Can I rename the customer contact name?
Yes, you can replace the contact name in the right hand side contact list page of the conversation tab.
I've resolved a conversation by mistake. Can I re-initiate that conversation?
Yes, you can re-initiate the conversation. Go to resolve tab, find the conversation which you want to re-initiate and click on re-open (situated in the top right hand side corner). By clicking on this, you will be able to re-initiate the ...
How can I identify how many open/pending and resolved/closed conversations are there? / I want to know how many chats are assigned to a particular user. / Will I be able to know how many open conversations are there?
1. In the navigation bar, Go to Analytics> Click Dashboard> you will find the number of open and resolved conversations. 2. In left hand side conversation list, next to the search bar you will have a filter option. You can filter by unread chats/ ...
How can I differentiate a chat and a conversation?
Add a tag eg: conversation tag. Use custom fields to define the chat as a conversation.
I want to map company name for multiple chats.
1. On the right hand side panel, beneath name, e-mail, number and tag you will find a section called company. There you have the option called link company where you can add the company name and their website address. 2. Once the company is created, ...
"I've modified some reason in the contact conversation and I'm not able to save it. I've modified some fields in the contact info and I'm trying to save it but I'm getting an error"
System doesn't allow adding a duplicate contact. Name and email id, Name and Phone number. These combinations must not be the same in 2 or more contacts
Can I add multiple contacts together?
1. Yes, you can add multiple contacts via import feature. There are two types of import: Simple import and advanced import. 2. Simple import can be used when you want to add the customer's primary details with tags. 3. Advanced import can be used ...
How do I check my unread messages?
Use the filter option near the search bar in the conversation tab, then select unread messages.
If I pin a contact is it only visible to me or every one else in the system?
It will be visible only to the user or the agent who has pinned the contact.
What is message opt-in button in conversation contact page?
1. Whenever a conversation is initiated by a user then the message opt-in button will enabled automatically for the user.
Right hand side contact management is not visible. It says create contact
1. Please check if your medium of channel is WhatsApp. If so, check to see if you have deleted this contact earlier.
I'm not able to see the send button. I'm only able to select template
1. It seems like your free conversation limit has been exhausted (24 hours session window). You can now initiate only template messages.
I'm not able to send templates, getting error messages. (or) Messages are not being delivered
1. Please check if your template's status reads 'approved' . If so, please use the template after 15-20 minutes. 2. If it is a session message that is not being delivered, please check whether you have received a retry option under the exclamatory ...
We have integrated our platform and sending automated template messages, but we are not able to see the messages in the conversation list. How can I know if it has been delivered or not?
1. Before 1st Feb 2022, our tool would show all the notifications in the conversation list. Now, this information can be viewed in our analytics tab situated on the top right of the navigation bar, under notification messages. 2. We have two options ...
Why are all conversations assigned under my name?
1. Check the API details of the automated template messages to see if your name has been mentioned. If so, please change the type to "notification". 2. Check whether while using google sheet broadcasting you have mentioned assignee as your name. ...
Where I can see the conversation of all my team members?
1. Please check whether your roles and responsibilities are mapped as admin/owner. 2. In the conversation page, on the left hand menu you will have a tab name called OPEN where you can see all your team members conversations. 3. The open ...
Why can't I see this conversation and I'm getting an error message that I don't have access?
1. Please check if the chat/conversation is assigned in your name. 2. Please check your user& role access, if it is "member" the user can only view chats which are assigned to them. Note: If the user is mapped to a member access then the user can see ...
I'm not able to resolve a conversation
Please check if the chat/conversation is assigned in your name. Note: You can resolve the conversation only if it is assigned in your name. So, make sure to assign the chat in your name to resolve.
Why I'm not able to see the user in the assignment list? My user is not able to see new chat/ I'm not able to see new chats in the unassigned bucket? I've initiated a conversation but I'm not able to see it
1. Check to see if the user is listed under the users list by: Settings>Users& Roles> Users 2. If the user has not been added: To add the user in the whatsapp channel - Settings>Whatsapp>Click on the number>Assign user> Assign to>Add user>Apply