Once a new conversation is assigned to an agent, the agent gets a notification in the notification center in the top bar.
To respond to a conversation:
- Go to Conversations > Workspace. All assigned conversations are available in the conversation list on the left.
- To open a conversation, select it from the list. The full transcript of messages is available in the chat panel. The different extension panels to the right show all information related to the customer and the conversation.
- Respond to the conversation either by writing text in the input field below the transcript and clicking Send, or by selecting a reply template from the Reply template extension to the right.
Assign a conversation
Use reply templates
Use a WhatsApp template