The top of an open conversation and the panel beside it hold everything you can change about it.
Assign it
- Assignee: the person handling it. Choose Assign to me to take it yourself.
- Team: the team that owns it, such as Payments or Fraud.
If you assign a conversation to a team the current assignee isn’t in, the assignee is cleared, so a member of the new team can pick it up.
When Texa AI hands a conversation over, it sets the team for you, from the routes your company has set up.
Assign automatically
Turn on Allow auto assign for this team in Settings → Teams, or automatic assignment for an inbox in its Collaborators tab. New conversations then go to members who are Online, in turn. Settings → Agent assignment sets how many conversations each person may hold at once.
Priority
Set Urgent, High, Medium, Low or none. Texa AI sets it too: a fraud report is urgent, and a customer who asks for a person is high. You can sort the list by priority.
Labels
Labels group conversations by topic, such as refund, card or vip. Add them from the conversation’s panel. Make new ones in Settings → Labels. Each label gets a view in the menu. Texa AI adds labels when it hands over, such as ai-handover and asked-for-person, and automation rules can add them for you.
Snooze
Snooze hides a conversation until a time you choose (later today, tomorrow, next week or a date) or until the customer replies. It comes back as Open.
Resolve
Choose Resolve when the customer has what they need. If they write again, the conversation opens again. If you’ve turned on satisfaction surveys, the customer is asked to rate the help they got.
You can tell customers when a conversation is closed or reopened. Go to Settings → Account settings, find Tell the customer, and write the messages. The reopened message only goes out if nobody from your team answers within 2 minutes.
Something that needs follow-up
If the problem isn’t solved when the conversation ends, such as a refund still to be paid or a card to replace, make it a ticket. The customer gets a reference and a promised time. See Tickets.