Inside a conversation

Conversation Page

Once you open a conversation, you should see this:

We can divide each part in block:

• Top Bar

• Reply box

• Contact Section

• Onoa AI (not available yet)

Top Bar

The top bar is this

There you can see the contact name, a resolve button, an arrow which shows you 2 options

• Snooze

• Mark as pending

And you got 3 dots menu which opens this:

There you can:

• Mark as unread

• Mute conversation

• Send transcript

• Open in new tab

• Copy link

• Delete conversation

Most which you won't need, and delete only Admin and Manager can perform.

Reply box

This is where most of what you will interact will be, we are constantly trying to improve the app, so some may not work, please ask a Manager or an Admin if you have a doubt.

The reply box look like this:

The reply box got 2 modes,

• Reply

• Private Note

Reply is to reply normally in the conversation

Private Note is for internal notes which everyone in the project will see

Once you are in private note, your reply box will turn this color

If you want to type a private note, make sure you are in the Private note, otherwise you will send it to the customer, failure to do so will count as a major fault

On the private note you can use "@" to tag someone,

When you are on reply mode, you will see more features,

Down the reply box, you will see lots of buttons, each of them serve a purpose:

• Emoji Selector

• Attachments

• Voice record

• Signature

• AI suggestion (does not work)

• Order Issue

• Include quoted email thread

• AI assist

• Translate text

Here are the ones you need to know, the rest we do not use

AI suggestion (does not work)

Suggest which template you need to use, right now it does not work so do not use it

Order Issue

Please refer to the order issue page

AI assist

A series of tools which help with when you may need to write an email by hand

Translate text

Translate the text you typed in any languages

Reply using templates

Please refer to the page "How templates works"

Important Notes

Language detection

The text showing this under the subject "This message appears to be in Swedish" can sometimes show the language inaccurately, please use a translation app like Deepl which will show you the origin language to ensure you have the correct selection!

Name Auto Application

When applying a template, the name of the contact will be applied, and the name fetch is from their email, however sometimes their email is not their name, it will show things like "gamer3294" so again in this situation either you see their name from their email signature, or if there is nothing then you just delete the name