Overview
Efficiently managing conversations is key to streamlining your workflow and improving response times. This guide will show you how to view, search, filter, assign, and organize conversations within Z360, helping you stay on top of all communication tasks.Accessing and Organizing Conversations
Access Search Conversations
To quickly find a conversation, use the Search feature. You can search conversations by:- Name
- Phone Number
Access Filter Options
Filters help you narrow down conversations to find exactly what you need. You can filter conversations by:- Type (Email, SMS, Phone Call, Live Chat)
- Status (Open, Closed, In Progress)
- Assignee (who the conversation is assigned to)
- Channel (Email, Phone, etc.)
- **Contact **(Filter by a specific contact)
- Favorite Status (favorite or non-favorite conversations)
- Date Range (specific date or time period)
- Unread Status (only unread conversations)
Apply Selected Filters
After selecting your desired filters, click Apply Filters to update the conversation list. The system will display only the conversations that match your filter criteria.Bulk select Conversations
If you need to manage multiple conversations at once, use the Bulk Select feature. This allows you to select all conversations on the current page and perform bulk deletion.Viewing and Interacting with Conversations
Filter by Phone Conversation
To focus on phone call conversations, you can filter by Phone Conversation. Click on any phone conversation to view the messages and respond instantly.View Conversation Details
Click on a conversation to open the Conversation Details panel. This will show everything related to that user, including:- Full conversation history
- Linked tickets
- Internal notes
- Reminders
- Past interactions
Select and Take Over Conversations
If a conversation is being handled by another agent, you can take over the conversation at any time. This ensures that conversations are always addressed by the right person, and you can start replying as needed.Access Additional Options
Within the conversation, you’ll also have access to additional options:- Edit the user’s name for accuracy.
- View past interactions linked to the contact.
- Manage internal notes and set reminders for follow-up.
Managing Contact Information
Update Contact Information
If you need to update a contact’s details, simply click Update Contact. You can modify their name, email, phone number, and other information directly from the conversation view.Toggle Favorite Status
To mark a conversation as important, click the Toggle Favorite button. This will mark the conversation as a favorite for easier access and quicker reference in the future.Assigning and Deleting Conversations
Open Messaging Module
You can assign conversations to specific team members to ensure clear ownership and faster resolution. Simply choose the team member from the Assign dropdown and click Assign to delegate the conversation.Access Conversation Options
To focus on a conversation, you can collapse the conversation options panel. This will give you a larger view of the conversation for easier reading and faster response.Delete Conversation
If you need to remove a conversation permanently, click Delete Conversation. Be cautious when using this option, as deleting a conversation is irreversible.Tips
- Filter and Search: Use filters and search options to quickly find relevant conversations, especially when managing large volumes of communications.
- Favorites: Mark important conversations as favorites to quickly access them later.
- Organize by Type: Group conversations by type (email, phone, etc.) to keep your workflow organized.
- Team Collaboration: Assign conversations to team members for better organization and faster responses.
- Conversation History: Always check the conversation history and past interactions for context before replying or taking action.