Close a chat, spam and blacklist

How to close a chat

1. 1Open Chats and click the chat.
2. 2In the chat header, click Close.

The conversation closes and the timeline shows “Conversation closed”. You can’t reply in a closed conversation. If the client writes again, a new conversation starts. To bring a closed one back, click Re-open in the chat header. If the client has no open conversation left, their chat leaves the open list: find it by choosing “All” or “Closed” above the list.

You don’t have to close every chat by hand: conversations where nobody writes for a while close by themselves.

How to record the outcome

Close in the header closes the conversation as Resolved. To choose another outcome:

1. 1Above the chat list, click Select (the square icon with a tick).
2. 2Tick one or more chats.
3. 3Click Close selected.
4. 4Choose the outcome and click Close conversation.

Only chats with an open conversation can be ticked.

Based on the outcome, the client’s deal can move to the right stage by itself. Set this up in Settings → Pipelines, block Stages move on their own, group “When the chat is closed”: for example, “The client booked” can move the deal to the stage where bookings are confirmed.

Spam

1. 1Open the chat.
2. 2In the chat header, click the spam icon (an octagon with an exclamation mark, right of Close) and confirm with Mark as spam.

What happens:

• ·every open conversation of the contact closes with the outcome Spam;
• ·the contact disappears from the inbox, search and counters and can only be found in the Spam folder;
• ·the assistant stops replying to it.

Made a mistake? Open the Spam folder, pick the contact and click Not spam in the chat header (or in the ⋮ menu of the contact card). The contact returns to the inbox, but closed conversations stay closed: when the client writes, a new one opens.

Blacklist

1. 1Open the client’s chat.
2. 2On the contact card on the right, click the three dots ⋮.
3. 3Choose Add contact to blacklist and confirm.

The chat header shows Blocked. The assistant stops replying to this client in chats and on calls. In chats, the block also works by phone number: if the client has several contacts with the same number, the assistant stays silent in all of them. You can still reply yourself from the chat.

To lift the block, use the same menu: Remove contact from blacklist. Everyone you blocked is listed in Customers, on the Blacklist tab. There you can also block a number that hasn’t written to you yet.

Merge contact

If one client wrote to you from two channels, for example WhatsApp and Telegram, they may have two contacts.

1. 1Open the chat of one of them.
2. 2On the contact card, click ⋮ and choose Merge contact.
3. 3Find the other contact by name, phone or ID and click Merge.

The other contact’s conversations, channels and history move into the current one, its empty fields are filled from the other contact, and the other contact is removed. A merge can’t be undone.

FAQ