How to manage chat in conversation module?

Estimated reading: 5 minutes

Overview

Conversations on WhatsApp are an important aspect of customer interaction and are crucial to consider when interacting with customers on the platform. WhatsApp is a popular messaging app that allows businesses to communicate with customers in real-time, providing an opportunity to build relationships and improve customer satisfaction.

How can you use conversations in WhatCX

WhatsApp is a crucial engagement tool for users all around the world and is rapidly becoming the most popular conversational messaging service in the world. WhatCX Conversations already supports WhatsApp and can assist you in addressing the following patterns-

1. You can check all the chats assigned to you by clicking on All Chats

2. Admins can check all Team chats and Agent Chats by clicking on ‘All Chats’

3. You can use chat filters like Active Chat sessions, Assigned chats, Unassigned chats

How to create Chat Labels in WhatCX

Chat labels are labels that can be applied to conversations on WhatsApp to help organize and classify them. These labels can be used to categorize conversations by topic, priority, or any other relevant criteria, making it easier to find and manage conversations within the app. Chat labels can be created and customized by the user and can be applied to individual conversations or to groups of conversations.

To create Chat Labels in WhatCX follow the below steps –
1. Login to WhatCX and click on Admin in the left panel

2. Under Contacts, you will find the option Chat Labels

3. Click on Add Label, Give your Chat Label a Title. It could be anything depending on your business needs. You can choose the Label colour by clicking on ‘Color’ and then Click ‘Create Label’

Once you click on Create Chat labels and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to Apply Chat labels to your conversations

You can apply chat labels within the conversation module. Chat labels helps to differentiate the chats with respect to their stage in the entire conversation funnel
For example, in the below screenshot, a customer messaged the business and they are assigned a customer label ‘Interested’ to it, giving the user that the customer is interested in buying our product.

From where do you assign a Chat Label to a conversation

1. Go to Conversations on the left panel
2. Click on any of the customer’s names. On the right navigation, you will find the Chat labels

3. Click on Chat Labels and Enter the label you want to assign from the list of Labels created.
Please note – the Use case can be different depending from industry to industry, brand to brand

4. Click on Update Contact and the label will be assigned to the contact and the contact will be assigned a Label next to it.

Benefits of putting Chat Labels in Conversations

Using chat labels in WhatsApp conversations can help you organize and manage your conversations more effectively. Some potential benefits of using chat labels include:

1. Improved organization: Labeling chats allows you to categorize and group conversations based on subject, topic, or other relevant criteria, which can help you keep track of important conversations and find them more easily.

2. Enhanced productivity: By labeling chats, you can prioritize your conversations and focus on the most important ones first, which can help you be more productive and efficient in your communication.

3. Better communication: Labeling chats can also help you communicate more effectively with your contacts by allowing you to easily identify and respond to important conversations.

Overall, by prioritizing customer conversations on WhatsApp and approaching them with care and consideration, businesses can enhance the customer experience and build long-lasting relationships with their customers.