Conversations

Manage all customer communication from a single inbox. Email and WhatsApp messages flow into one unified view where you can respond, assign, tag, and track conversations across channels.

Accessing Conversations

Click the chat icon in the top navigation bar to open the conversations panel. The panel slides in from the right, showing all conversations across your connected channels.

Channels

Conversations supports two communication channels:

Each channel has its own icon in the conversation list so you can quickly identify the source.

Choosing a WhatsApp Provider

WiseParts supports two WhatsApp integration methods:

WhatsApp Messaging Window

WhatsApp allows free-form messaging only within 24 hours of the customer's last message. After that, you must use an approved template to restart the conversation.

Conversation List

The left panel displays your conversations with:

• Channel icon — Email or WhatsApp indicator
• Contact name — Customer or contact identifier (linked to customer record when available)
• Tags — Color-coded labels for organization
• Last message preview — Most recent message snippet
• Timestamp — When the last message arrived
• Status indicator — Current conversation state

Filtering Conversations

Use tabs to organize your view:

Additional filters are available in the filter dropdown:

• Status — Open, pending, snoozed, resolved
• Channel — Email, WhatsApp, or specific accounts
• Tags — Filter by applied tags

Reading and Responding

Select a conversation to view the full message thread. The right panel shows:

• Complete message history with timestamps
• Sender information and customer link
• Attachment previews
• Message status indicators (sent, delivered, read)

Sending Messages

1. Type your message in the input area at the bottom
2. Press Enter or click the send button

Keyboard shortcuts:

• Enter — Send message (when configured)
• Shift + Enter — New line

Attachments

Attach files by:

• Dragging and dropping files onto the message area
• Clicking the attachment icon

Supported formats include images, PDFs, Office documents, and audio files. File size limits depend on the channel.

Using Templates

Click the template icon to insert a pre-built message. Templates help ensure consistent messaging and are required for WhatsApp conversations outside the 24-hour window.

Conversation Actions

Assigning

Assign conversations to team members for clear ownership:

1. Click the assignee dropdown in the conversation header
2. Select a user or team
3. The conversation moves to the assignee's "Mine" tab

Assignment can happen automatically based on rules you configure.

Tagging

Tags help you organize and filter conversations. Apply multiple tags to categorize by topic, priority, or workflow stage.

To add tags:

1. Open a conversation
2. Click the Tags section in the conversation details
3. Select existing tags or create new ones inline

Tags appear as colored pills in the conversation list for quick visual identification.

Tags can also trigger automations — for example, tagging a conversation as "Urgent" can notify a manager or reassign it to a senior agent.

Snoozing

Hide a conversation temporarily when you need to follow up later:

1. Click the snooze button
2. Choose when to resurface:
   • 1 hour
   • 2 hours
   • 4 hours
   • Tomorrow (9:00 AM)
   • Next Monday (9:00 AM)

Snoozed conversations reappear in your inbox at the scheduled time.

Resolving

Mark conversations as complete when no further action is needed:

1. Click the resolve button (checkmark icon)
2. The conversation moves to resolved status

Resolved conversations are hidden from the default view but remain searchable. You can unresolve a conversation if it needs attention again.

Private Notes

Add internal notes that only your team can see:

1. Click the note icon in the message composer
2. Type your note
3. Send — the note appears in the thread with a distinct style

Private notes are useful for documenting context, handoff instructions, or decisions without sending anything to the customer.

Auto-Replies

Automatically respond to incoming messages when your team is unavailable. Auto-replies can acknowledge receipt and set expectations for response times.

AI Assistance

Incoming messages are automatically analyzed by AI to help you respond faster and more effectively.

When a new message arrives, the AI:

• Analyzes sentiment — Detects if the customer is positive, neutral, frustrated, or urgent
• Assesses urgency — Flags messages that need immediate attention
• Suggests tags — Recommends tags based on message content
• Extracts context — Identifies references to orders, quotes, or invoices
• Recommends actions — Provides quick-action buttons for common tasks

The analysis appears as a private note in the conversation thread, visible only to your team. This gives you instant context before responding.

Associating with Customers

Link conversations to customer records for context:

1. Click the customer link in the conversation header
2. Search for and select a customer
3. The conversation is now associated with that customer record

Once linked, you can:

• View the customer's profile from the conversation
• See conversation history on the customer's profile
• Access customer context when responding

Starting New Conversations

To initiate a conversation:

1. Click the + button in the conversations panel
2. Select a channel (email account or WhatsApp number)
3. Enter the recipient (email address or phone number)
4. Compose and send your message

For WhatsApp, you must use an approved template when contacting a customer for the first time.

Performance Metrics

Track response times, resolution rates, and message volumes from the Conversations dashboard.

Configuration

Accounts

The Accounts tab shows all connected communication channels. Each account can be configured independently.

Email Providers

Connecting Gmail

1. Click Add Email
2. Select Gmail
3. Click Connect with Google
4. Sign in and authorize WiseParts to access your email
5. Configure sender name and signature
6. Save

Connecting Office 365

1. Click Add Email
2. Select Office 365
3. Click Connect with Microsoft
4. Sign in and authorize access
5. Configure sender name and signature
6. Save

Connecting IMAP

For email providers not supporting OAuth, use IMAP:

1. Click Add Email
2. Select IMAP
3. Enter your credentials:

4. Test the connection
5. Configure sender name and signature
6. Save

WhatsApp Providers

Connecting WhatsApp (Meta Cloud API)

1. Click Add WhatsApp Number
2. Select Cloud API
3. Accept Meta's terms and conditions
4. Log in to your Meta Business account
5. Select or create a WhatsApp Business Account
6. Choose a phone number to connect
7. Configure business information
8. Save

Requirements:

• Meta Business account
• Verified business
• Phone number capable of receiving SMS or voice calls for verification

Connect WhatsApp (Twilio)

1. Click Add WhatsApp Number
2. Select Twilio
3. Accept Meta's terms and conditions
4. Sign in with your Meta Business account
5. Select or create a WhatsApp Business Account
6. Choose a phone number to connect
7. Configure business information
8. Save

Requirements:

• Meta Business account
• Verified business
• Phone number capable of receiving SMS or voice calls for verification

Authorized Users

Control which team members can access each account:

1. Open an account's settings
2. Go to Authorized Users
3. Add or remove users who should have access

Users added to a sender channel have permission flags: handles conversations (can view and respond), can reassign, can clear assignment, and can resolve all. A user who handles conversations but is not set as an auto-assignment target will see conversations but won't be automatically assigned new ones.

Users not authorized for an account won't see its conversations.

Templates

Message templates ensure consistent communication and are required for WhatsApp messaging outside the 24-hour window.

Creating Templates

1. Go to the Templates tab
2. Click Create Message Template
3. Configure the template:

Template Variables

Personalize templates with dynamic content using double curly braces:

Hello {{customer_name}},

Your quote {{quote_number}} is ready for review.

Best regards,
{{user_name}}

Available variables depend on context. Common variables include:

WhatsApp Template Approval

WhatsApp templates must be approved by Meta before use:

1. Create the template in WiseParts
2. The template is automatically submitted to Meta
3. Wait for review (typically 24-48 hours)
4. Check template status:

Template Types

Templates can be configured for different purposes:

Tags

Tags help organize conversations by topic, priority, or workflow stage.

Creating Tags

1. Go to the Tags tab
2. Click Create Tag
3. Configure:

4. Save

Tags appear as colored pills in the conversation list and can be used to filter conversations.

Managing Tags

• Edit a tag to change its name, description, or color
• Delete a tag to remove it (existing conversations keep their tag history)

Tags can also be created inline when tagging a conversation — just type a name and select "Create new tag".

Business Hours

Define when your team is available to set customer expectations and control auto-reply behavior.

Setting Hours

1. Go to the Business Hours section in an account's settings
2. Configure hours for each day of the week:
   • Set start and end times
   • Mark days as closed
3. Set your timezone
4. Optionally configure holiday schedules

Impact of Business Hours

Business hours affect:

• Response time metrics — Calculated only during business hours
• Auto-replies — Can be configured to send different messages outside hours
• Dashboard reporting — Filter metrics by business hours

Auto-Reply

Send automatic responses to incoming messages.

Configuring Auto-Reply

1. Go to Auto-Reply in an account's settings
2. Enable auto-reply
3. Configure triggers:

4. Write your auto-reply message
5. Save

Assignment Rules

Automatically assign incoming conversations to team members based on configurable rules.

Available Rules

Configuring Assignment Rules

1. Go to Assignment Rules in an account's settings
2. Add rules in priority order (first matching rule wins)
3. For each rule, specify:
   • The rule type
   • Any required parameters (e.g., which custom field)
   • Fallback behavior if no match

Rules are evaluated in order. The first rule that finds a valid assignee is used.

Signatures

Configure email signatures that are automatically appended to outgoing messages.

Creating Signatures

1. Go to Signatures in an account's settings
2. Create a signature with:
   • Formatted text
   • Images (logo, headshot)
   • Links
3. Set as default for the account or specific users

Signatures can include HTML formatting for rich content like social media links and contact information.

Account Status

Monitor the health of your connected accounts:

If an account shows an error, you'll need to reauthenticate. Click the account and follow the reconnection flow.

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