Kinds of items in Waiting for you
On this page
An action of the assistant
The assistant asks permission before an action that it must ask about. The item shows What the assistant will do, each action as "Now → Will be", and why it asks, for example "It can't be undone, so you confirm it twice." The buttons are Allow and Don't. Until the person decides, the assistant waits and changes nothing (see Deciding an item).
A question of the online admin
The online admin cannot do some actions by itself, such as cancelling a visit, and asks a person. The item says "The online admin asked {when}", shows the channel, the client and the client's last words before the question, and What the online admin will do, for example "Cancel the visit: {name}, {when}". If the client wrote again, it says "Read the chat before you decide". Everyone who has the right to the action in that branch sees it and may decide.
A draft reply
In the mode Only drafts the online admin prepares a reply instead of sending it. The item "Draft reply to {name} in {channel}" has Send, Edit and Don't send (see Draft replies of the online admin).
A handoff
A conversation that the online admin handed to the team, with the reason: "doesn't know the answer", "asks for advice", "asks for a person", "a complaint", "the script says so", or one of the reasons Talemo names when a run broke off. It has no decision. Reply opens the conversation, and the item goes away when the client is answered (see Handoff to people).
A case about a conversation or a channel
These are counted from the state, have no history and go away by themselves:
- The client is waiting for an answer, since the time of the message that waits. It exists only when nobody but a person will answer the client, and names the reason with a tag: paused, new person, off, drafts only, no rights, balance empty, daily limit or no reply in 10 min (see Who answers a conversation). While the online admin answers by itself there is no case, and if the conversation already has a handoff or a draft, there is one item: the handoff or the draft. It goes away when anyone answers the client.
- The window closed: the client wrote more than a day ago and got no answer. In Instagram and Messenger the answer can only go from the channel's own app. In WhatsApp only a template goes from Talemo (see Channel window and WhatsApp templates).
- Reconnect {channel}: Meta stopped letting Talemo in. It goes away when the channel is connected, and the button Reconnect leads to it.
- Meta didn't approve a template, with Fix with the assistant: the assistant gets a request to read the reason and propose a fixed text, and shows the text on a card before it goes to Meta. It goes away when a new text is sent to Meta.
A window case also goes away when someone opens the conversation or the client writes again.
Knowledge suggestions
One card with the number of suggestions that wait for approval, for the people who approve knowledge. Look opens the suggestions. The card has no decision of its own: each suggestion is decided in Knowledge, and the card goes away when they are decided. Frequent answers from three or more chats and notes without numbers can be approved in one go, and the rest one by one (see Knowledge suggestions).
Someone's export
When someone who is not an owner exports conversations to a file, every owner gets "{name} exported # conversations to a file", with the filters. Got it closes it for that owner only. It is a notice and needs no work (see Exporting conversations).