Using Chatbox to Manage Customer Conversations

Overview

Chatbox is where your team can view, respond to, and manage incoming customer messages.

It helps keep conversations organized so your team can quickly see who needs help, who is already being assisted, and which conversations have been completed.

What You Can Do in Chatbox

With Chatbox, you can:

• View incoming text conversations
• Reply directly to customers
• Assign conversations to team members
• Move conversations between open, active, and closed states
• Filter conversations by group, status, or assignment
• See conversation history with each contact

When to Use Chatbox

Use Chatbox when a customer texts one of your numbers and your team needs to respond.

Common examples include:

• Answering questions
• Handling appointment or program updates
• Following up after a campaign
• Managing customer service conversations
• Routing messages to the right team member or group

How to View Conversations

1. Go to Chatbox.
2. Use the conversation list to review active or incoming conversations.
3. Select a conversation to open the full message thread.
4. Review the message history before replying.
5. Type your response and send the message.

How to Filter Conversations

1. Go to Chatbox.
2. Use the available filters to narrow your view.
3. Filter by options such as group, assignment, or conversation status.
4. Select the conversation you want to review or respond to.

Filters are helpful when your team has multiple groups, departments, locations, or users managing conversations.

How to Take or Assign a Conversation

1. Open the conversation in Chatbox.
2. Review the current assignment status.
3. If the conversation is unassigned, choose the option to take or assign it.
4. Select the appropriate user, if assigning to someone else.
5. Continue the conversation or leave it assigned for the correct team member to handle.

How to Close a Conversation

1. Open the conversation in Chatbox.
2. Confirm that no additional response is needed.
3. Select the option to close the conversation.
4. The conversation will move out of the active conversation area and into history or closed conversations.

Tips for Using Chatbox

• Use filters to focus on the conversations that matter most.
• Close conversations when no further response is needed.
• Check assignment before replying so multiple team members do not respond at the same time.
• Use group filters if your organization has different departments, locations, or phone numbers.
• Review conversation history before responding to avoid missing context.

Common Questions

Can multiple users see the same conversation?

This depends on your account permissions and setup. Some users may only see conversations assigned to them, while managers or admins may have broader visibility.

Where do closed conversations go?

Closed conversations are saved in history so your team can reference past communication when needed.

Can I transfer a conversation to another team member?

If enabled for your account, conversations can be reassigned or moved so the right person can respond.