Working with Conversations

Statuses, labels, macros

By Super Admin

• 5 articles

Statuses, priority and assignment

Statuses, priority and assignment Statuses Open In progress. Every new request starts here. Pending You replied and are waiting on the customer. The conversation is not abandoned, but it stays visible. Snoozed Temporarily hidden from the list because you will come back to it later. A new message from the customer moves it back to Open. Resolved The question is answered. A CSAT survey goes out afterwards, if it is enabled on the inbox. Priority A conversation can be marked urgent, high, medium or low. Priority can be used for sorting and in automation rules. Assignment To an agent Pick an owner in the panel on the right. They get a notification, and the conversation appears in their My Inbox. To a team A conversation can go to a whole team, so every member sees it. Automatically With auto-assignment enabled on the inbox, conversations are distributed on their own. See "Conversation assignment". Filters and tabs Above the list there are Mine / Unassigned / All tabs and a status filter. A filter set you use often can be saved as a Folder, which then appears in the sidebar. Sorting Sort by last activity, creation date, priority or waiting time. Sorting by waiting time is the reliable way to avoid leaving the longest-waiting customers behind. Notes and mentions Switch to Note mode to write to your team — the customer will not see it. Mentioning someone with @Name sends them a notification.

Last updated on August 23, 2026

Labels

Labels Labels are tags you put on conversations and contacts so you can filter them and build reports. Creating a label 1. Open Settings → Labels. 2. Click to add a label. 3. Fill in: - Name — no spaces, for example refund or delivery; - Description — what it is for; - Colour — so it is recognisable at a glance; - Show in sidebar — the label appears in the sidebar for quick filtering. Applying a label By hand Open a conversation and pick the label in the panel on the right. Automatically Create an automation rule: for example, apply delivery when a message mentions delivery. With a macro Include applying a label in a macro alongside other actions. Where labels are used - Filtering — under Conversations → Labels in the sidebar; - Reports — the label report shows what customers write about most; - Automation — a label can be a condition for a rule; - Campaigns — contact labels define the audience of a broadcast. Recommendations - Keep the list short: 10–15 labels is usually plenty. - Agree on spelling, or you will end up with Refund and refund side by side. - Review the list quarterly and delete what nobody uses.

Last updated on August 23, 2026

Canned responses

Canned responses Canned responses are saved pieces of text inserted into a conversation by a short code. Creating one 1. Open Settings → Canned Responses. 2. Click to add a canned response. 3. Fill in: - Short code — the trigger word, for example delivery; - Content — the message text. Using them 1. Type / in the message box. 2. Keep typing the short code — the list filters down. 3. Pick the response and send. Variables You can insert data into the text: - {{contact.name}} — the customer's name; - {{contact.email}} — the customer's email; - {{agent.name}} — your name; - {{conversation.id}} — the conversation number. Example Short code: delivery Content: Hello {{contact.name}}, Delivery within the city takes 1–2 days, and 3–5 days to the regions. We will send the tracking number as soon as the order leaves the warehouse. {{agent.name}} Recommendations - Pick short codes you will actually remember: delivery, payment, refund. - Leave room for personalisation — a canned response should not read like a robot. - If a response is always followed by other actions, such as changing status or applying a label, build a macro instead.

Last updated on August 23, 2026

Macros

Macros A macro runs a sequence of actions on a conversation with a single click. Creating a macro 1. Open Settings → Macros. 2. Click to add a macro. 3. Add the actions in order: - Add a Label and Remove a Label; - Assign an Agent, Assign a Team, Remove Assigned Team; - Send a Message to the customer and Send Attachment; - Add a Private Note for your team; - Resolve Conversation and Mute Conversation; - Change Priority; - Send an Email Transcript; - Send Webhook Event. 4. Choose visibility — personal or shared with the team. 5. Save. Running a macro Open a conversation, find macros in the panel on the right, review the action list if you want, and run it. Examples Close with thanks 1. Send a Message: "Thanks for reaching out! Write to us any time." 2. Add a Label resolved. 3. Resolve Conversation. Hand over to the warehouse 1. Add a Label warehouse. 2. Assign a Team — Warehouse. 3. Add a Private Note: "Check stock and follow up." Ask for missing details 1. Send a Message asking for the order number. 2. Change Priority to low so the conversation does not sit at the top of the queue. How this differs from a canned response A canned response inserts text. A macro performs actions — and one of those actions can be sending text. If you always resolve the conversation or apply a label after replying, what you want is a macro.

Last updated on August 23, 2026

Keyboard shortcuts

Keyboard shortcuts The full list is always available with Cmd/Ctrl + /, which shows the shortcuts current for your version of the platform. Navigation | Shortcut | Action | |----------|--------| | Cmd/Ctrl + K | Command bar | | Cmd/Ctrl + / | List every shortcut | Working on a conversation | Shortcut | Action | |----------|--------| | Alt + J | Previous conversation | | Alt + K | Next conversation | | Alt + R | Resolve | | Alt + O | Reopen | | Alt + P | Mark as pending | Messages | Shortcut | Action | |----------|--------| | Enter | Send the message | | / | Insert a canned response | | @ | Mention a colleague in a note | The command bar Cmd/Ctrl + K opens the command bar, the fastest way to work without a mouse. From it you can: - jump to any section of the platform; - change the current conversation's status; - assign an owner; - find a contact; - run a macro. Start typing the name of an action and the list filters down.

Last updated on August 23, 2026