Conversations Page

When you are on conversation, it should look like this:

The conversation page allow you to see all tickets, check replies, and see what customer have sent to us.

The inbox is split in 3 Categories:

• Mine: the emails which are assigned to you

• Unassigned: the emails which no one is assigned to

• All: all emails

You must reply to to emails which are under "Mine"

You can filter the conversation using the button above

And you can change the conversations views here:

• All conversation - show all conversations

• Mentions - show conversations which you got tagged in with the "@" in private notes

• Unattended - show conversations which have not been first replied (first email we receive from the conversation)

• Trash - deleted emails by Manager and Admin (often spam)

If you right click on a conversation, you will see this menu showing

Using this you can:

• Mark as read

It will just show a little number, which shows if it has been read or not

Email unread

Email read

• Mark as resolved

Only do this when you have send the template to close the ticket, when you sent the email saying that they should reply to the first conversation a customer has created, or when told by a Manager

• Mark as pending

We do not use it do don't

• Snooze

We do not use it do don't

• Priority

Each conversation can be marked with a priority, from Low to Urgent

You can use them to escalate an email to an admin, here's which priority you need to apply based of the issue

Low Priority

Anything which can "wait", it needs the Manager attention but it's not an emergency, this include:

• Order not showing on the contact panel

• Order unfulfilled for a "long" time (note, normally we fulfill in 24-48j, this delay can extend if there is some supply issues)

Medium Priority

Anything which need the attention of the Manager within 24h, this include:

• Tracking number showing things like abnormal status which is not covered by templates

• No template fit to reply

High Priority

Anything which need the attention of the Manager within 2-4h, this include:

• Chargebacks emails

• Anything which you think needs to get looked at quickly to avoid any potential financial loss or any kind of loss

Urgent Priority

Anything which need the attention of the Admin and Manager within 1-2h, this status is only for Admin / Manager, use the high priority, then based of the report, the Manager will decide or not to escalate to Urgent.

Please use the Private note, to mark why you marked something with a priority. Check the Reply page to see how to do this, make sure you are in the Private note before doing so, do not confuse it with the actual reply!

• Assign Agent

Do not use this

• Open in a new tab

Opens the conversation in a new tab

• Copy conversation link

Useful if you want to share the conversation to an admin, basically coping the conversation URL

Now go to the next page to see what to do inside a conversation