💬 Conversation Management - Complete Guide
Learn everything about managing conversations in Chatwoot: from receiving first contact to closing support with excellence.📋 What are Conversations?
Conversations are message threads between your team and customers. Each conversation has:- 👤 A contact (customer)
- 📧 Messages exchanged
- 📱 Channel (WhatsApp, Email, etc.)
- 👨💼 Agent responsible (optional)
- 🏷️ Labels for organization
- 📊 Status (Open/Pending/Resolved)
🎯 Conversations Interface
Overview
📥 Viewing Conversations
Conversation List
In the sidebar, click “Conversations” to see all customer interactions. What you see:- 👤 Contact name
- 💬 Last message preview
- ⏰ Time since last activity
- 🔔 Unread message counter
- 🏷️ Labels applied
- 👨💼 Assigned agent
Filter Conversations
Use filters to find what you need:- Status: Open, Pending, Resolved, All
- Assigned Agent: Mine, Unassigned, All Team
- Team: Specific team
- Inbox: By channel (WhatsApp, Email, etc.)
- Labels: By tags
- Priority: High, Medium, Low
✍️ Replying to Messages
Send Text Message
- Click conversation to open
- Type your reply in the text box at bottom
- Press Enter or click send button
Attach Files
- Click 📎 paperclip icon
- Select file (image, document, video, etc.)
- Add optional caption
- Send
- 📄 Documents (PDF, DOC, XLS, etc.)
- 🖼️ Images (JPG, PNG, GIF)
- 🎥 Videos (MP4, MOV)
- 🎵 Audio (MP3, WAV)
Use Emojis
- Click 😊 emoji icon
- Choose desired emoji
- Or type
:smile:for quick emojis
🚀 Canned Responses (Quick Replies)
Save time with ready-made responses!Use Canned Response
- In message box, type
/ - List of canned responses appears
- Choose desired response
- Edit if necessary
- Send
Create Canned Response
- Go to “Settings” → “Canned Responses”
- Click ”+ Add Canned Response”
- Fill in:
- Short Code:
/greeting - Content: “Hello! How can I help you today?”
- Short Code:
- Save
/greeting- Welcome message/hours- Business hours/shipping- Shipping policy/return- Return policy
👥 Assigning Conversations
Assign to Me
- Click “Assign to me” icon at top of conversation
- Conversation becomes yours
Assign to Another Agent
- Click agent dropdown
- Select agent from list
- They receive notification
Assign to Team
- Click team dropdown
- Select team
- Any team member can handle it
🏷️ Using Labels (Tags)
Labels help categorize and organize conversations.Add Label
- In conversation, find “Labels” section
- Click ”+ Add Label”
- Choose existing or create new
- Label is applied instantly
Label Examples
- By Type:
sales,support,billing - By Priority:
urgent,important,low-priority - By Product:
product-a,product-b,service-x - By Status:
waiting-info,escalated,vip
📊 Conversation Status
Organize workflow with statuses:Available Statuses
- Open: Active conversation, needs attention
- Pending: Waiting customer reply or external action
- Resolved: Issue solved
- Closed: Conversation finished, no more action needed
Change Status
- Click status dropdown in conversation header
- Select new status
- Conversation moves to corresponding list
📝 Internal Notes
Notes visible only to team!Add Note
- In conversation, click “Add Note”
- Type note (e.g., “Customer prefers email contact”)
- Save
- Record customer preferences
- Note agreements or pending items
- Share context with team
- Log important information
8. Conversation Priority
Set priorities to focus on most urgent conversations:- Set Priority: In conversation panel, use priority dropdown to set as “High”, “Medium”, or “Low”
- Filter by Priority: Filter conversation list by priority to focus on most urgent
- Visual Indicator: High priority conversations appear highlighted in list
🔕 Other Actions
Mute Conversation
Silence notifications from specific conversation:- Click ”…” (three dots)
- Select “Mute”
Send Transcript
Send conversation copy by email:- Click ”…”
- Select “Send Transcript”
- Enter email address
Mark as Unread
Mark as unread for later follow-up:- Right-click conversation
- Select “Mark as Unread”
💡 Tips and Best Practices
Response Speed
✅ Reply fast: Customers expect quick responses✅ Use canned responses: For common questions
✅ Set expectations: If takes time, warn customer
Organization
✅ Use labels consistently: Create naming standard✅ Change status: Keep workflow organized
✅ Add notes: Share context with team
✅ Assign correctly: Put right specialist
Quality
✅ Be empathetic: Show you care✅ Clear language: Avoid jargon
✅ Solve completely: Don’t leave loose ends
✅ Follow up: Check if customer is satisfied