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Answer a conversation

Taking over a live conversation, writing, then marking it resolved.

The inbox is under Customer Support → Conversations (app.echo-group.ca/support/conversations). It gathers the conversations opened from the widget and those born of an email received at your organization’s address. A section at the top of the list groups the conversations where a colleague mentioned you.

Finding a conversation

The field above the list searches "by name or email". The "Filters" button beside it opens six of them, which stack: the state — "All", "Unresolved", "Escalated", "Resolved" —, tags, the member the conversation is assigned to, a start date, an end date and the satisfaction rating. "Clear filters" flattens the list again.

Writing

The input field reads "Type your response as an operator…". Enter sends; Shift + Enter starts a new line. The toolbar under the field offers, left to right:

  • An attachment. Images only — PNG, JPEG, GIF, WebP — and 5 MB at most, the same limit as for the visitor. No PDF, no document.
  • A response template, to drop into the field. Templates are created under "Response Templates" and can carry a typing shortcut.
  • A colleague mention: the conversation rises into the mentions section of THEIR inbox, and an email goes out to them if they turned their notifications on.
  • An emoji.
  • "Enhance", which rewrites your draft. You read it over before sending: nothing goes out in your name.
  • The "Macros" button, which applies a saved sequence of actions in one click: the internal note, the tag and the assignment happen straight away, and any messages the macro carries are poured into the field for you to read over before sending.

Sending your first message in an "Unresolved" conversation moves it to "Needs human" and assigns it to you if nobody had taken it. That is what stops the AI agent from answering over you: from then on, it stays quiet.

Filing, assigning, archiving

  • The bar under the header carries the conversation’s tags: "Add tag" opens the list of your labels, which are created under "Tags".
  • The dropdown in the header assigns the conversation to a team member, or puts it back to unassigned. It only appears for the owner, the administrators and the managers.
  • The "Actions" menu offers "Archive", "Mark as spam", "Export as TXT", "Export as PDF" and "Delete".

Deleting a conversation is final: the confirmation dialog says so, and nothing brings it back. Archiving or marking as spam destroys nothing, but it does take the conversation out of the list — and the inbox offers no filter today to go back and look at it. So archive only what you no longer need to read again.

Closing, and reopening

The state button at the top right moves on one notch per click: "Unresolved", "Needs human", "Resolved", then "Unresolved" again. On a resolved conversation the input field locks and reads "This conversation has been resolved" — one more click on the button reopens it. Note: on the move to "Resolved", files attached to the conversation are deleted; their name, type and size remain displayed, but a reopened conversation does not get them back.

It is on the move to "Resolved" that the visitor is offered, in the widget, the chance to rate the exchange. Those ratings feed the average satisfaction in analytics and the "Satisfaction rating" filter of the inbox. If your organization has turned on a post-resolution survey, it replaces that rating instead of adding to it: you do not ask the same visitor two questions in a row.

Who can do what

Five roles share the organization: Owner, Admin, Manager, Agent, Viewer. The first four answer; the Viewer reads without writing. Assigning, archiving and marking as spam are reserved for the owner, the administrators and the managers.