Conversations

Managing customer interactions through the Wapikit shared inbox

Conversations

Conversations in Wapikit represent the ongoing chat interactions between your business and your customers on WhatsApp. The shared inbox feature allows your team to collaboratively manage these conversations efficiently.

Understanding Conversations

When a customer messages your WhatsApp business number or responds to one of your campaigns, a conversation is created or updated in Wapikit. These conversations are organized in your shared inbox, allowing you and your team to respond promptly and track the entire customer journey.

Conversation Features

Unified Inbox

The Wapikit shared inbox brings all customer conversations into a single, organized interface where you can:

• View all active conversations
• Filter conversations by status, assignment, or tags
• Search for specific conversations by customer name or content
• Sort conversations by priority, recency, or waiting time

Conversation Details

Each conversation provides comprehensive context:

• Complete message history with the customer
• Customer profile information and attributes
• Previous campaign interactions
• Conversation tags and notes
• Assignment history

Team Collaboration

Multiple team members can work together on customer conversations:

• Assign conversations to specific team members
• Transfer conversations between team members
• Add internal notes visible only to your team
• Mention colleagues using @username to notify them
• View when another team member is typing a response

Rich Messaging

Engage with customers using WhatsApp’s rich messaging capabilities:

• Send text, images, videos, documents, and audio messages
• Use interactive buttons and list messages
• Share location information
• Send contact cards
• Reply to specific messages in a thread

Managing Conversations

Conversation Statuses

Wapikit tracks conversations with the following statuses:

• Active: Ongoing conversations requiring attention
• Resolved: Completed conversations where the customer’s needs have been addressed
• Closed: Conversations that have been administratively ended
• Deleted: Conversations removed from the active inbox

Conversation Assignment

Efficiently distribute workload among your team:

1. Manual Assignment: Manually assign conversations to specific team members
2. Auto-Assignment: Let Wapikit automatically assign conversations based on rules:
   • Round-robin distribution
   • Skill-based routing
   • Workload balancing
   • Business hours availability

Conversation Tagging

Organize conversations with tags to:

• Categorize by topic or department (e.g., “Support”, “Sales”, “Billing”)
• Track issue types (e.g., “Product Question”, “Technical Issue”)
• Mark priority levels (e.g., “Urgent”, “Follow-up Required”)
• Identify customer segments (e.g., “VIP Customer”, “New User”)

AI-Powered Conversation Features

Wapikit’s AI enhances conversation management:

Smart Replies

• Get AI-suggested responses based on conversation context
• Choose from multiple response options
• Customize suggestions before sending

Sentiment Analysis

• Automatically detect customer sentiment (positive, negative, neutral)
• Prioritize conversations with negative sentiment
• Track sentiment changes throughout the conversation

Intent Recognition

• Identify customer intents automatically (e.g., product inquiry, complaint)
• Route conversations to the appropriate team based on intent
• Track common intents to improve your business processes

Automated Tagging

• AI automatically applies relevant tags based on conversation content
• Ensures consistent categorization
• Saves time on manual tagging

Conversation Analytics

Gain insights from your customer conversations:

• Response time metrics
• Resolution rate tracking
• Team performance analytics
• Common topics and issues
• Customer satisfaction indicators

Best Practices

• Respond promptly: Aim to reply to customer messages within minutes, not hours
• Personalize interactions: Use customer information to provide tailored responses
• Maintain conversation history: Avoid asking for information the customer has already provided
• Use internal notes: Share context with team members without exposing notes to customers
• Resolve appropriately: Mark conversations as resolved only when the customer’s needs are fully addressed
• Review analytics regularly: Identify trends and areas for improvement in your conversation handling

Next Steps

After mastering conversation management, explore:

1. Setting up automations to handle routine inquiries
2. Analyzing conversation data to improve customer service