SmartAI.Support allows you to efficiently manage customer conversations using four status actions:
🛠️ Conversation Status Actions #
Each conversation can be:
- ✅ Marked as Read
- 🗃️ Archived
- 🗑️ Deleted
- ♻️ Restored
To change a conversation’s status:
- Go to the Conversations area.
- Open any conversation.
- Use the icon buttons located at the top-right corner of the chat window to perform your desired action.
🔍 Searching for Conversations #
You can easily find specific conversations using the search feature. Supported filters include:
- Department ID
- Assigned Agent ID
- Conversation Title
- Conversation ID
- Message Text
- Attachment File Names
- User First Name / Last Name
- User Email Address
This helps you quickly locate ongoing or past discussions across your support channels.
ℹ️ Important Notes #
- 🗑️ Emptying Trash permanently deletes all trashed conversations.
- ✉️ If a user sends a new message to an archived or trashed conversation, it will automatically be restored to the Inbox.
- ⏳ Trashed conversations are auto-deleted after 30 days.
- 👤 When a user is deleted, all their conversations and messages are permanently removed.
- 🧹 Agents can delete individual messages by hovering over the message, opening the message menu, and selecting Delete.
- 📜 The left-side conversation list uses auto-pagination, displaying up to 100 results per scroll for better performance.
By organizing and searching conversations efficiently, you’ll maintain a clean inbox, faster support response times, and better user satisfaction.
