Assigning, status, priority, tags, reminders and notes

These tools keep a team from answering the same customer twice or forgetting one. Most of them live in the thread header and in Conversation details (the ⓘ button).

Claim and assign

1. Open a conversation that is Unassigned and press Claim (thread header, or the Assignment section of Conversation details). It moves to your Mine tab.
2. To give it back to the queue, press Unclaim.
3. To hand it to someone else, open Conversation details → Assignment and pick a name in Assignee. Only members who can open and answer conversations are listed (never a Viewer, nor a member whose Reply inbox task was taken away); the app refuses anyone else with "This person cannot answer conversations." Unassigned removes the assignee. The new assignee gets an Assigned notification in the bell.
4. On a conversation assigned to someone else, Unassign (header) removes the current assignee.

Anyone who may reply can Claim and Unclaim. Choosing another person in Assignee and Unassign need the inbox task Assign (Owner and Admin by default).

Status: Open, Pending, Resolved

• Resolve in the header marks the conversation done; it leaves the counts on the tabs. Reopen brings it back. When the thread is narrow (often with Conversation details open beside it), Claim / Unclaim is in More actions (⋯); on a phone Resolve / Reopen is there too.
• In Conversation details → Status you can pick Open, Pending (waiting on the customer or on somebody else) or Resolved directly.
• When the customer writes again on a Resolved conversation it reopens by itself.

Priority

In Conversation details → Priority choose Low, Normal (the default), High or Urgent. Priority is your team's decision about what matters most; the list stays ordered by latest activity. To work one priority at a time, pick it in the priority menu next to the search box (Any priority shows all).

Tags

1. In Conversation details → Tags, type a word in Add a tag and press + (or Enter). A leading # is removed.
2. Remove a tag with the × beside it (Remove tag ...). Tags you add while one is still saving wait their turn and show Saving…; none is lost. If a save fails, the tag shows Not saved with These tags were not saved.: press Retry to try again or Discard to drop it.

Tags on a conversation are separate from the tags on a contact in Contacts. Conversations abandoned while talking to a bot get the tag bot-abandoned automatically (see Inbox bots).

Reminders

1. Open More actions (⋯) in the header and choose Remind me…, or use Conversation details → Reminder → Remind me….
2. Pick In 1 hour, In 3 hours, Tomorrow 9:00, Next week (same weekday next week at 9:00) or Custom date and time.
3. Optionally write Note (optional) — what to follow up on.
4. Press Set reminder. You see Reminder set for ... and a Reminder · ... chip on the row and in the header.

When the time comes, whoever set the reminder gets a banner at the top of the list — Follow up with [name] with Open and Dismiss reminder — plus a chime, a desktop notification if allowed, and a Reminder in the bell. Change it with Change reminder… or remove it with Clear reminder (the × on the chip). A time in the past is refused with Pick a time in the future. One reminder is kept per conversation.

Internal notes

1. Switch on Internal note under the reply box. The box turns amber and says Write an internal note (not sent to the contact)… (on a phone or tablet: Write a note…). On a computer the line Stays on this conversation. For something that is not about a customer, use Team. shows beside the switch; on a phone press ⓘ (About internal notes) at the end of that row to read it.
2. Optionally pick a colleague in To; the default Everyone on this chat leaves it for the whole team. Only colleagues who can open this conversation are offered; online ones have a dot. Once the conversation is assigned, that is the assignee and the people who see every mailbox (Owners, Admins and anyone given Inbox, View all).
3. Press Add note.

The note appears in the thread marked Note (and to [name] when addressed); the addressed colleague gets it in the bell under For you. A note for Everyone on this chat rings the bell of everyone who can open the conversation except you; on an assigned conversation that is only the assignee and the people who see every mailbox. Notes stay on this conversation. For something that is not about a customer, use Team chat (see Team chat). Writing notes needs the inbox task Notes.

The contact card

At the top of Conversation details:

• Phone (click to call; WhatsApp opens a WhatsApp chat with the number), Email and Notes.
• Edit contact opens the boxes Name, Phone, Email and Notes, each with its name above it; press Save (Contact updated). Name takes up to 120 characters: at the limit the box stops taking more and A name can be up to 120 characters. shows under it. Notes takes up to 2,000 characters: at the limit the box stops taking more and Notes can be up to 2,000 characters. shows under it. A local Phone number is read in your account's country and saved with + and the country code; text that is not a phone number shows That is not a phone number. Enter a local number, or the full number starting with + and the country code. under the box, and an email address that is not one shows Enter an email address like name@example.com. Nothing is saved until both are right. A name or notes saved longer before shows Use at most 120 characters for the name. or Use at most 2000 characters for the notes. under its box; shorten it and press Save again. Any other reason the server gives about one box is shown under that box too. Emptying Phone or Email and pressing Save removes it from this person on the Contacts page as well, not only from the inbox. A box that was already empty does not touch the Contacts page: a phone or email an Import added there stays when you save the name or the notes. A changed Phone is where Send a template sends WhatsApp templates for this conversation from then on, so check it before you send one. What you type in Edit contact stays while the conversation changes around it (a tag, a status, a new message). If someone saves this contact while you are editing, the form says This contact was changed while you were editing. Your changes are kept: press Save to keep yours, or Reload to see the new details. Save sends only the boxes you changed, so a box you did not touch never puts back an older phone, email or notes that a teammate has just saved. When a teammate saves this contact while you have one of its conversations open and are not editing, the card shows the new details by itself. Closing Conversation details with unsaved changes, or opening another conversation (from the list, Back, search, a reminder, a notification or the contact's other conversations), asks Discard your changes to this contact?: Keep editing stays on this conversation with your changes, Discard drops them and opens the other one. With no Country in Company details (/app/settings/company), Phone takes only a full number starting with + and the country code: a local one shows Enter the full number starting with + and the country code, for example +44 7400 123456. Your account has no country in Company details, so a local number cannot be read. under the box.
• Open in Contacts opens the person on the Contacts page.
• Other conversations lists this person's other conversations with their status; click one to open it.
• For WhatsApp chats, Calls lists the call history (see WhatsApp calls). WhatsApp voice calls are coming soon.

The contact record

Under the contact card, Conversation details shows what the Contacts page knows about this person — the same record, across every channel merged into them:

• Contact record: Language, Place (city and country), Their time (the person's current local time and time zone — useful before calling or promising "today"), Source (for example Inbox, Import or Click-to-WhatsApp ad, with From ad: … and the ad's headline when they came from one) and Lead (the stage, Value and Owner, or Not a lead). Full record ↗ opens the person on the Contacts page.
• Marketing consent: one chip per channel that has a decision on record — for example WhatsApp: Agreed, Email: Withdrew or WhatsApp: Stopped all messages. No consent recorded on any channel. means nobody has recorded one. To record consent, press Record consent in Contacts ↗ and use Record consent there (see Consent).
• Custom fields: the workspace's own fields (see Custom fields) with this person's values. To change them:

1. Press Edit fields.
2. Fill in or change the values; clear a box to remove a value.
3. Press Save fields. A value that does not fit its field (a word in a number field, say) is refused with the reason, and nothing is saved.

• Lists: the lists (static audiences, see Audiences) this person is on, as chips — Not on any list. when there are none. Click a list's name to open it on Contacts → Audiences. Under Segments they match now you also see the segments whose conditions fit this person at this moment; they follow their conditions, so there is nothing to add or remove here (click one to see everyone in it on the Contacts page). Segments are checked 100 at a time; when there are more, Check more segments checks the next 100. To change the lists:

1. To add the person, pick a list in Add to a list… and press Add. The chip appears at once.
2. To take them off a list, press the × on its chip (Take off the list …). Nothing else about the person changes, and you can add them back.
3. When the workspace has no lists yet you see This workspace has no lists yet. with Make one in Audiences ↗.

• WhatsApp broadcasts: the last 10 WhatsApp broadcasts that reached this person, with the date and what happened (Sent, Delivered, Read, Replied, Failed, Skipped or Queued). Click a broadcast's name to open it on the WhatsApp broadcasts page; with none it says No WhatsApp broadcast has reached this person.

Edit fields, Record consent in Contacts, Add to a list… and the × on a list are shown only to members who may change contacts (the Manage contacts task: Owner, Admin and Editor by default). Everyone who can read the conversation — the inbox-only Agent role too — can read the record and see the lists; Agents do not get the links to Contacts, Audiences or WhatsApp broadcasts, because those pages are closed to them.

When the person has no record yet the section says This person has no contact record yet. The record is created with their next message, or when you save the contact card above.

If something goes wrong

• Action failed → the server refused (often a missing task such as Assign). Ask an Owner or Admin.
• The Assignee menu is plain text, not a menu → you do not have the Assign task.
• Could not update the contact → check the email and phone format and try again.

Related

• The inbox: a tour of the screen
• Archive, block, spam and delete
• Live updates and alerts