Conversations

Chats from WhatsApp, Instagram and Messenger: who answers, drafts, handing over to people, the channel window, templates and export.

• Channel window and WhatsApp templatesA channel lets the business answer for a day after the client's last message. After that Instagram and Messenger take no reply from Talemo, and WhatsApp takes only a template approved by Meta, which Talemo uses for visit confirmations, reminders and cancellations.
• Channels and connectionsWhatsApp, Instagram and Messenger are connected to a branch or to the whole business through a Meta window. Each connection has a mode for the online admin, and Instagram and Messenger can show the first script step as quick questions.
• Conversation and the personA conversation is the chat of one person in one channel. Its first message creates a contact card in Not sorted when no card matches, and the list in Messages is filtered by what the role may see.
• Draft replies of the online adminIn the mode Only drafts the online admin prepares a reply and its actions without sending anything. A person sends it, edits it or declines it from Waiting for you or from the conversation.
• Exporting conversationsThe owner or an administrator exports the conversations of the current list with its filters to a CSV file. The file has who, channel, dates, status, ad and the conversation fields. Talemo keeps no file, only a record of who exported what and when.
• Handoff to peopleThe online admin hands a conversation to the team with a reason. Some reasons also pause it. The handoff waits in Waiting for you and goes away when the client has been answered.
• Ignore, Spam and the client's "stop"Ignore erases a chat for good and stops taking its messages. Spam is a card category that silences the online admin and keeps the cards. When a client writes "stop", Talemo stops confirmations, reminders and cancellation notices and does not start the online admin.
• Who answers a conversationEach conversation has a mode that says what the online admin may do, a pause that silences it after a person steps in, and a responsible person. Take over and Give back to the online admin move the conversation between the team and the online admin, and a person's reply says by itself what happens to the pause.

Tool reference of this section

Also searched as: WhatsApp Instagram Messenger in one inbox; Instagram DM inbox for business; WhatsApp Business API inbox; WhatsApp 24 hour window templates; hand off chat from bot to human; export chats to CSV