Managing customer conversations on the go is made easy with the Web2Chat mobile app. You can view, respond, snooze, or close conversations directly from your mobile device.
How to Manage Conversations on Web2Chat Mobile App
This guide will walk you through how to efficiently manage and take action on conversations within the app.
Viewing a Conversation
- In your workspace, tap on any conversation to open it and start engaging with the customer.
- You will see the message history and can respond to customer inquiries directly from the app.
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Responding to Customer Messages
- Once you open a conversation, type your response in the text input field at the bottom of the screen.
- After typing your message, tap the Reply button to respond to the customer.
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Snoozing a Conversation
- If you need to temporarily set aside a conversation, tap the Actions option in the conversation view.
- Tap on the Snooze Conversation option.
- This will hide the conversation from your inbox and reappear later when you're ready to address it.
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Updating a Ticket Status
- Once a conversation has been resolved, you can close it by tapping the Actions button in the conversation view. Then tap Update Ticket Status.
- You can choose to set the ticket status as In Progress, Resolved, or Closed.
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Accessing Customer Profile and Lead Data
- To view more details about the customer, tap their name or profile picture within the conversation.
- You’ll be able to see the customer's contact information and any associated lead data that can help you provide better support.
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Switching Between Conversations
If you're managing multiple conversations at once, you can easily switch between them by tapping on the conversation list or using the back button to return to the inbox.
If you need further assistance, contact our Customer Support.