Conversations holds every conversation your role lets you see, from every channel. Open one and it fills the screen beside the list, with the customer’s details on the right.
The views
- All conversations: everything you can see.
- Mentions: conversations where a colleague mentioned you in a private note.
- Participating: conversations you have replied to or are following.
- Unattended: conversations still waiting for their first reply from a person, or for a reply to the customer’s latest message.
- Folders: filters you saved, such as “high priority on WhatsApp”.
- Teams, Channels and Labels: one view for each of your teams, inboxes and labels.
The tabs at the top
- Mine: assigned to you.
- Unassigned: nobody has it yet.
- All: everyone’s.
Statuses
Each conversation has one status, shown at the top of the list:
| Status | What it means |
|---|---|
| Open | Your team is handling it, or it is waiting for them. |
| With Texa AI | Texa AI is handling it. It moves to Open by itself when Texa AI hands it to your team. |
| Snoozed | Put aside until a time you chose, or until the customer replies. It comes back as Open. |
| Resolved | Done. If the customer writes again, it opens again. |
Setting a conversation to With Texa AI yourself hands it back to Texa AI, which answers the customer’s next message. To hand back with a note for Texa AI, use Hand back to Texa AI instead. See Texa AI in a conversation.
Filter and sort
Choose the filter button above the list to filter by status, inbox, team, assignee, label, priority, channel, date and more. Choose Save filter to keep it as a folder in the menu. The sort menu orders the list by latest activity, by when the conversation was created, by priority, or by how long the customer has waited.
Search
Use the search box at the top of the menu. It finds conversations by the words in their messages, and contacts by name, email or phone number.
Work on many at once
Tick conversations in the list to assign them, label them, change their status or snooze them together.
On a phone
On a narrow screen the list and the conversation take turns: open a conversation, then use Back to return to the list. The Texa Desk app is better for answering on the move.