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. Filter messages within the Inbox.
3. Select a conversation to open the full message thread.
4. Review the message history for context.
5. Take the conversation to reply (or simply close).
6. Type your response and send or schedule the message.

You can easily add templates, emojis, or attach images or documents using the tools under the message window.

How to Filter Conversations

1. Go to Chatbox.
2. Use the available filters to narrow your view.
3. Filter by options such as group, assigned to me, or recently closed.
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.
4. 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. Click Mark as Closed at the top of the thread.
4. The conversation will move to Closed and can be viewed for 14 days.

How to Reassign a Conversation

1. Open the conversation in Chatbox.
2. Click View Info beside the contact name above the thread.
3. Select the User or Group from the Assignee dropdown to reassign.

How to Add a Contact Note

1. Open the conversation in Chatbox.
2. Toggle to Note below the message box.
3. Type your note and click Submit.
4. View and edit notes within the contact details.

How to Bookmark Messages

1. Open the conversation in Chatbox.
2. Select the message you would like to bookmark.
3. Click the bookmark icon to save.
4. View and edit bookmarks within contact details.

Tips for Using Chatbox

• Use filters to focus on the conversations that matter most.
• Close conversations when no further response is needed.
• Use group filters if your organization has different departments, locations, or phone numbers.
• Preview 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 within the past 14 days are saved in history so your team can reference past communication when needed.

Can I transfer a conversation to another team member?

Conversations can be reassigned or moved so the right person or group can respond.