Conversation statuses

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Conversation statuses for WhatsApp Messaging

Introduction

Conversation statuses are a vital feature within ActiveCampaign's WhatsApp Messaging that allows users to track and manage communication effectively. This feature plays a crucial role in ensuring that conversations are handled appropriately, providing clarity on the engagement level with each contact. By utilizing conversation statuses, businesses can monitor unresolved interactions, prioritize responses, and maintain an organized messaging environment. Overall, understanding and managing conversation statuses can lead to enhanced customer experiences and improved operational efficiency.

How to Access This Feature

To access the conversation statuses for WhatsApp Messaging, follow these steps: 1. Log in to your ActiveCampaign account. 2. Navigate to the Messaging section from the main dashboard. 3. Select WhatsApp to access your WhatsApp messaging interface. 4. From there, you will see a list of conversations, each displaying its respective status.

Step-by-Step Instructions

Here's a detailed guide on understanding and utilizing the conversation statuses:

1. **Understanding the Statuses**: Each conversation has a specific status that indicates its current state:

  - Not contacted: The contact exists, but no interaction has occurred yet.
  - New: The conversation has started, and a response from an agent is awaited.
  - In progress: An agent has responded, and the conversation is currently ongoing.
  - Closed: The issue has been resolved, and no further action is required.
  - In a flow: The contact is currently engaged in an automated messaging flow.

2. **Assigning and Changing Statuses**:

  - Conversations can be set to In progress when an agent responds or when a conversation is marked as such during a flow.
  - To allow broadcasts or flows to be sent to ongoing conversations, override the default behavior by setting the has_priority option to true during the broadcast process.

3. **Marking Conversations as Closed**:

  - Once a conversation is deemed resolved, it can be marked as Closed. 
  - Select the conversation, and choose the option to close it to ensure it is moved into the conversation history while the tags added are locked and cannot be removed.

4. **Archiving Conversations**:

  - To maintain a clean inbox, consider archiving conversations after you mark them as Closed.
  - Archived conversations can still be accessed through the Inbox filters, though they will no longer appear in the default view.

Configuration Options and Settings

Understanding various settings available for conversation statuses is key to effective messaging management: - **Inbox Settings**: You can enable the feature that automatically marks conversations as closed after a defined period. - **Broadcasts**: Configure the has_priority option to send broadcasts to open conversations if necessary.

Best Practices and Tips

- Regularly monitor the statuses to ensure timely responses. - Mark conversations as Closed promptly once issues are resolved to keep your inbox organized. - Utilize the conversation tagging system effectively to categorize conversations as needed. - Encourage agents to update the status of conversations accurately to maintain clear communication channels. - Leverage the option to override default broadcasting settings to ensure relevant information reaches contacts in a timely manner.

Common Use Cases with Examples

- **Customer Support**: Tracking a customer’s inquiry; once resolved, mark the conversation as Closed and archive it. - **Sales Follow-Up**: Monitor potential leads through the status types; prioritize those marked as New or In progress. - **Automated Flows**: Use status indicators to manage automation effectively, allowing for more personalized follow-ups based on the conversation history.

Troubleshooting

If you experience issues with conversation statuses, consider the following steps: - Ensure that the latest updates of WhatsApp messaging are applied. - Check your Inbox Settings to confirm automation features are correctly configured. - Review conversation tags and statuses for any discrepancies, as they can affect your ability to track and manage conversations effectively.

Related Features

- To enhance your messaging experience, consider exploring the following features:

 - Automation
 - Tags
 - Contact Lists

FAQ

1. What happens when I mark a conversation as Closed?

When a conversation is marked as Closed, it moves to the conversation history, and any tags added are locked and cannot be removed.

2. Can I send broadcasts to ongoing conversations?

By default, broadcasts are only sent to conversations with a Closed status, but you can override this by setting the has_priority option to true.

3. How can I keep track of unread conversations?

Conversations that have not been responded to or are being handled by an agent will appear as New or In progress, allowing you to prioritize your responses.

4. What does the 'In a flow' status mean?

This status indicates that the contact is currently engaged in a predefined automated messaging flow.

5. Can conversations be archived?

Yes, conversations can be archived after being marked as Closed, helping you maintain an organized inbox.

6. How do I access my WhatsApp conversations?

Access your WhatsApp conversations from the Messaging section in your ActiveCampaign account dashboard.

7. What plans include the WhatsApp Messaging feature?

The WhatsApp Messaging feature is available for Plus, Professional, and Enterprise plan types, or it can be purchased separately.

For any further assistance or detailed inquiries, please refer to the ActiveCampaign support resources or documentation. ```