Workflow: Creating or managing chats/conversations

Goal:
Respond to customer conversations.

Before you begin:

• The relevant channel must be connected.
• You must have permission to view the conversation.

Step-by-step instructions:

1. Open Chats.
2. Search or select a conversation.
3. Read the customer’s recent messages.
4. Reply using text, media, or templates.
5. Assign the chat if another team member should handle it.
6. Mark the chat open or closed based on status.

What happens next:
The conversation is updated and the customer receives your message.

Troubleshooting tips:

• If no chats appear, connect the relevant channel or adjust filters.
• If you cannot send a message, check billing status or platform messaging restrictions.
• If a template is required, select an approved template.