Conversations & Support

Support overview and the conversation lifecycle

Overview Support is the heart of Conversa Labs: it's where every message arriving from any channel (WhatsApp, website, email, social and more) becomes a conversation your team can answer, organize and resolve in one place. Each conversation gathers the full history, the contact's context and the available actions (reply, assign, classify, snooze, resolve). This article gives the big picture of the flow. The other articles in this category cover each part in detail: the conversation screen, the ways to reply, assignment and classification, macros, canned responses, search, filters and SLA. Prerequisites - An active Conversa Labs account and a user with an agent or administrator role. - At least one connected inbox (a channel), so there are conversations to handle. Step by step 1. Open Conversations in the left sidebar. 2. Pick the queue you want (all, assigned to you, unassigned, mentions, etc.). 3. Select a conversation from the list to open it in the center panel. 4. Read the history, check the contact's context in the right panel and reply. 5. Classify the conversation (assignment, status, priority, labels) per your process. 6. When you're done, resolve the conversation. To pick it up later, snooze it. Settings & options - Queues and panels: the conversation list, the conversation panel and the contact context panel. - Reply vs. private note: answer the contact, or write an internal note visible only to the team. - Classification: assignment to an agent/team, status, priority and labels. - Accelerators: macros (sequences of actions), canned responses (shortcuts) and attachments. Use cases - Centralize support across multiple channels in a single screen, with one shared way of working. - Distribute conversations across agents and teams and track what's open, pending or resolved. - Standardize repetitive replies and actions with macros and canned responses. Tips, limits & best practices - Define a standard for status, priority and labels early to keep reports consistent. - Use private notes and mentions to align with colleagues without exposing anything to the contact. - Resolve when done: it keeps queues clean and metrics trustworthy. Troubleshooting - I see no conversations: confirm an inbox is connected and that you have access to it. - The conversation doesn't update in real time: reload the page and check your network connection. See also - The conversation screen: queues, panels and context - Replying, private notes and mentions - Assignment, status, priority and labels

The conversation screen: queues, panels and contact context

Overview The support screen is split into three areas that work together: the conversation list (with the queues), the conversation panel (messages and composer) and the contact context panel (details, past conversations and actions). Mastering this layout makes support much faster. Prerequisites - Access to at least one inbox with conversations. - An agent or administrator role. Step by step 1. Open Conversations in the sidebar. 2. In the list (left column) pick a queue: for example, conversations assigned to you, unassigned, all, or the ones where you were mentioned. 3. Click a conversation to open it in the center panel, where the message history lives. 4. Use the context panel (right column) to see the contact's details, attributes, previous conversations and the classification actions. 5. Switch between conversations from the list without losing context — each one keeps its own state. Settings & options - Queues/views: group conversations by criteria (status, assignment, inbox, team). You can save filters as custom views (see the filters and views article). - Status: the list opens on All, so you see the whole operation on your very first visit. Switching to Open, Pending, Resolved or Snoozed is your choice — and it is remembered in your profile for the next visits. - Sorting: by latest activity, creation or priority. - Preview: the list shows the sender, a snippet of the last message, the channel, the status and indicators (unread, priority, SLA). - Context panel: it can be adjusted to show the blocks most useful for your operation. Use cases - Work the "assigned to me" queue to focus on what's your responsibility. - Monitor "unassigned" to pick up new conversations quickly. - Use the context panel to understand the contact's history before replying. Tips, limits & best practices - Start the day with the mentions and unassigned queues so nothing sits idle. - Save the queues you use most as views to reach them in one click. - Use the list indicators (unread, priority, SLA) to prioritize. Troubleshooting - The list is empty: check the selected filter/queue and your access to the inbox. - I don't see the context panel: it may be collapsed — expand the right column. See also - Support overview - Custom filters and saved views - Assignment, status, priority and labels

Replying, private notes and mentioning colleagues

Overview Inside a conversation you write in two modes: reply, which goes to the contact over the channel, and private note, visible only to your team. In notes you can mention colleagues to pull them in and ask for help — without the contact seeing anything. Prerequisites - An open conversation in an inbox you have access to. - For mentions, colleagues must have access to the same inbox/account. Step by step 1. Open the conversation and find the composer at the bottom. 2. To talk to the customer, keep the Reply mode and type your message. 3. To reply to a specific message, use Reply to this message in the bubble's quick actions. On a phone or tablet, tap More message actions, then Reply to this message. The quote appears above the composer and can be dismissed with its close button before sending. 4. For an internal record, switch to Private note mode — the look changes to signal it's internal. Write your note. 5. To call a colleague in a note, type @ and pick the name from the list. They get a notification and the conversation shows up in their mentions queue. 6. Use text formatting (bold, lists, links) and attachments when you need to. 7. Send. Replies go to the contact; notes stay with the team. Settings & options - Reply vs. note: the selected mode decides who sees the message. Always check before sending. - Mentions (@): trigger a notification and feed the colleague's mentions queue. - Formatting: bold, italic, lists, quotes, code and links. - Accelerators: combine with canned responses and macros to save time. Delete messages On a computer, use the bubble actions or right-click; on a phone, tap More message actions. Choose Delete. The message does not disappear from the conversation: the content and attachments stay visible in the panel under a "deleted" banner, with a record of who deleted it — the bubble shows "Deleted by {agent name}", for full supervision. This also applies when the deletion happens from the phone (on WhatsApp connected via device): the recipient stops seeing the message, but the panel preserves the history. Everything is configurable per inbox under Inbox settings → Configuration: - Allow deleting messages (default: on) — turn off to remove the delete action in this inbox; the API also starts rejecting deletions. - Keep deleted messages visible (default: on) — turn off to hide the content the way WhatsApp does (the bubble shows only "This message was deleted" and attachments are removed). - WhatsApp (device connection): deleting your own message deletes it for everyone — the recipient sees "This message was deleted" on their phone, just like the official app. WhatsApp's deletion window (~2 days) applies; past it the deletion is dashboard-only. - Groups (admin): if the connected number is a group admin, you can also delete another participant's message for everyone — same as WhatsApp's admin feature. Without admin rights the deletion is dashboard-only. - 1:1 chats: a message received from the contact cannot be deleted from their phone (WhatsApp does not allow it) — the deletion is dashboard-only. - Telegram: deleting your own message also removes it on the contact's Telegram (the Bot API's 48-hour window; past it the deletion is dashboard-only). - Other channels (WhatsApp Cloud, Instagram, Messenger, SMS, email, API, widget): there is no remote delete API — the message is flagged as deleted on the dashboard only. Use cases - Ask a specialist to help on a case by mentioning them in a note. - Record internal context (an agreement made, the reason for a discount) without exposing it to the customer. - Leave instructions for the next agent who takes over the conversation. Tips, limits & best practices - Mind the mode: confirm whether you're in Reply (goes to the customer) or Note (internal) before sending. - Mention the right person to avoid noise; too many mentions lose their effect. - Use notes for decisions and agreements — they become the memory of the case. Troubleshooting - The customer saw an internal note: it was likely sent as a Reply — always check the mode before sending. - The mention didn't notify: confirm the colleague has access to the inbox and that you picked the name from the list. See also - Canned responses with shortcuts - Attachments, voice messages, emoji and reactions - Macros: automating sequences of actions

Assignment, status, priority and labels

Overview Classifying a conversation is what keeps support organized and reports trustworthy. There are four dimensions: assignment (who's responsible), status (which stage it's in), priority (how urgent it is) and labels (topical tags). All of them are available in the conversation's context panel. Prerequisites - An open conversation in an inbox you have access to. - Labels and teams created by the administrator (in Administration & Settings), to make the most of it. Step by step 1. Open the conversation and find the context panel (right column). 2. Under Assignment, set the responsible agent and, if applicable, the team. 3. Under Status, choose between open, pending, snoozed or resolved. 4. Under Priority, select the level (for example, urgent, high, medium, low, or none). 5. Under Labels, apply one or more tags to classify the topic (e.g., "sales", "support"). 6. Changes take effect immediately and show up in queues, filters and reports. Settings & options - Manual or automatic assignment: the inbox can distribute conversations automatically (round-robin/ balanced) or leave it to the agents. - Status: open (in progress), pending (waiting on something), snoozed (returns at the set time) and resolved (done). - Priority: helps order the queue and highlight urgent cases. - Labels: created and managed by the administrator; used for reports and filters. Use cases - Route a conversation to the right team and assign an owner. - Mark as pending while waiting for information from the customer. - Raise the priority of a critical case so it shows at the top of the queue. - Tag conversations by topic to measure volume per subject. Tips, limits & best practices - Standardize a lean set of labels — many rarely used tags get in the way of reports. - Combine status + priority for an always-clear queue (what's urgent and what's open). - Use macros and automations to apply assignment/labels in bulk, consistently. Troubleshooting - I can't pick a team/label: it may not have been created — talk to an administrator. - The conversation wasn't auto-assigned: check the inbox's assignment rule. See also - Snooze, resolve and reopen conversations - Macros: automating sequences of actions - Custom filters and saved views

Macros: automating sequences of actions in a conversation

Overview A macro is a predefined sequence of actions you run on a conversation with one click. Instead of assigning, labeling, replying and changing the status by hand, you bundle it all into a macro and run it when you need. It's the simplest way to standardize repetitive support tasks. Prerequisites - Administrator permission to create/edit macros (creation lives in the account settings). - Any agent can run the available macros inside a conversation. Step by step 1. In Administration & Settings, open the Macros area. 2. Create a macro, give it a clear name and set the visibility (global or personal). 3. Add the actions in order — for example: assign to a team, apply a label, send a message, change the status to resolved. 4. Save the macro. 5. In a conversation, open the macros menu and run the one you want. The actions are applied in order. 6. Review the result before moving on to the next conversation. Settings & options - Action order: actions run top to bottom — arrange them to match the flow you want. - Action types: assignment (agent/team), labels, priority, status, sending a message/attachment, send an email to the team, add SLA (requires the SLA module) and other integrations available in the account. - Visibility: global macros (for everyone) or personal ones (just for you). - Messages with variables: use variables (e.g., the contact's name) in the text when supported. Use cases - Standard closing: reply with a thank-you message, apply the label and resolve. - Triage: assign to the right team and set the priority based on the topic. - Hand-off: change the status to pending and leave a standardized internal note. Tips, limits & best practices - Name macros by the outcome ("Close case", "Forward to Billing") so they're easy to find. - Review the message text before trusting auto-send — avoid out-of-context replies. - Keep a few well-designed macros rather than many similar ones. Troubleshooting - I don't see the macros menu: there may be no macros created — ask an administrator. - The macro didn't apply everything: review the order and action types; an action may depend on a field that doesn't exist on the conversation. See also - Canned responses with shortcuts - Assignment, status, priority and labels - Snooze, resolve and reopen conversations

Canned responses with shortcuts

Overview Canned responses are ready-made messages you reuse across conversations. Each one has a short shortcut; when you type / followed by the shortcut in the reply box, the list shows the account's global responses and the private responses you created. Responses can contain text, variables, attachments and, on supported channels, interactive messages. Prerequisites - Agents can create and manage their own private responses. - Only administrators or roles with canned-response management permission can create, edit or delete global responses. - Every account user can use global responses when replying. Step by step 1. In Administration & Settings, open the Canned responses area. 2. Create a response and set the shortcut (short and memorable) and message content. 3. Under Who can use this response?, choose: - Private: only you can find, use, edit and delete the response. - Global: every account user can find and use it; only administrators or authorized roles can manage it. 4. Add files from your device or the Media Library when needed, then save. 5. In a conversation, in the reply box, type / to open the list; start typing the shortcut to filter. 6. Pick the response you want. Text responses enter the editor; interactive responses can be sent immediately or reopened for review, depending on the channel. 7. Tweak whatever you need and send. Settings & options - Shortcut: the short identifier you type after the slash (e.g., /hours, /welcome). - Content: can include formatting and, when supported, variables (such as the contact's name). - Private visibility: tied to its author and never returned in another user's search. - Global visibility: shared with the account. An agent without management permission can view and use it, but cannot edit or delete it. - Authorship: the management list shows who created the response and who last updated it. - Attachments and interactive content: saved files and interactive structures travel with every reuse. - Keyword search: when you open the list with /, you can search by shortcut or by content. Use cases - Answer business hours, deadlines and policies with a consistent message. - Send standardized step-by-step instructions (e.g., how to submit a receipt). - Uniform greetings and closings across the whole team. Tips, limits & best practices - Use predictable, short shortcuts so you remember them without checking the list. - Use private responses for drafts or personal wording; use global responses for approved content the entire team should apply consistently. - Review responses periodically to keep the content up to date. - For several actions at once (reply + label + resolve), use a macro instead of just the canned response. Troubleshooting - The slash (/) doesn't open the list: confirm you're in the Reply box (not Note) and that responses exist. - I can't find a response: check the exact shortcut or search for a word from the content. - Someone else cannot find my response: check whether it is Private. Change it to Global with an authorized account when the whole team needs it. - I can use but cannot edit a global response: this is expected for agents without management permission. Ask an administrator to update it or grant the appropriate permission. See also - Replying, private notes and mentions - Macros: automating sequences of actions - Attachments, voice messages, emoji and reactions

Snooze, resolve and reopen conversations

Overview Every conversation has a lifecycle: it's open while in progress, can be snoozed to leave the queue and come back later, and is resolved when the case ends. If the customer replies, the conversation reopens automatically. Mastering these transitions keeps your queues clean. Prerequisites - An open conversation in an inbox you have access to. Step by step 1. Resolve: when the case is done, use the resolve action at the top of the conversation. It leaves the open queue and counts as resolved in reports. 2. Snooze: to pick it up later, choose snooze and set when it should return (for example, next reply, in a few hours, tomorrow, or a specific date). 3. Reopen: to resume a resolved conversation, use the reopen action — it becomes open again. If the contact sends a new message, the conversation reopens on its own. 4. Confirm the new status at the top of the conversation and in the queues. Settings & options - Resolve: marks the conversation as done; feeds the resolution metrics. - Snooze: common options include "until next reply", predefined periods and a custom date/time. At the set time, the conversation returns to the open queue. - Reopen: manual (by the agent) or automatic (when the contact replies). - Pending: use this status when you're waiting on something, without closing the conversation. Use cases - Resolve a simple, already-answered case to clear the queue. - Snooze a case that depends on the customer's reply and reschedule the reminder. - Reopen a conversation when new information appears or the customer reaches out again. Tips, limits & best practices - Resolve whenever you finish — clean queues make reports trustworthy. - Prefer snooze over leaving conversations idle as open; snooze brings them back at the right moment. - Use pending for "waiting on customer" and snooze for "come back at this time" — they serve different purposes. Troubleshooting - The conversation reopened by itself: the contact sent a new message — that's the expected behavior. - The snoozed conversation didn't return: check the snooze date/condition and the filter/queue you're in. See also - Assignment, status, priority and labels - SLA policies and deadline tracking - Support overview

Pin conversations

Overview Pinning a conversation moves it to the top of the list, above the rest, so you never lose sight of what matters most. Pinning is per agent — only you see your pinned conversations; your teammates are not affected and each person builds their own layout. Pinning is also per view: the same conversation can be pinned on the global view (All) and, independently, inside a specific saved filter / custom view. Unpinning in one view does not unpin it in the other — each link is separate, by agent and by view. Prerequisites - Access to the inbox of the conversation you want to pin. - To pin inside a saved filter, the custom view must be yours (created by you). - No special flag or plan is required — pinning is available on the conversation list. Step by step 1. In the conversation list, right-click the conversation (or open the item's ⋮ menu) and choose Pin. 2. The conversation jumps to the top of the list immediately, with a pinned indicator. The list updates instantly, including in any other tabs you have open. 3. To pin inside a saved filter, open that view first and repeat step 1 — the pin applies only to that view. 4. To unpin, right-click the pinned conversation (or open the ⋮ menu) and choose Unpin. It returns to the normal ordering of that view. Settings & options - Per agent: your pins are only yours; they never change any teammate's list. - Per view (independent): pinning/unpinning on the All view is separate from pinning/unpinning in each saved filter. A conversation can be pinned in one view and not in another. - Ordering: pinned conversations always appear at the top; below them, the list follows the normal ordering of that view. - Real time: pinning and unpinning fire real-time events — the list rearranges instantly, with no need to reload the page. Use cases - Keep critical or VIP conversations at the top while you work through the others. - Inside a saved filter for a project/campaign, pin only the conversations you follow there. - Visually mark cases that need follow-up throughout the day, without relying solely on labels. Tips, limits & best practices - Limit per view: 10 pinned conversations. The limit applies to each view separately — you can have 10 pins on the All view and another 10 in a saved filter. - If you try to pin above the limit, the platform refuses with a limit reached notice; unpin a conversation before pinning another. - Use pinning for what matters right now — unpin as soon as a conversation no longer needs the spotlight, to keep the list useful. - Pinning does not mute, does not assign and does not change status: it is only your own visual ordering. Troubleshooting - Can't pin (limit reached): you already have 10 pins in that view — unpin one first. - The conversation doesn't move up / error when pinning: confirm you have access to its inbox; without access, pinning is refused. - Won't pin inside a saved filter: the custom view must be yours; another agent's views don't accept your pins. - Pinned in one view but it doesn't show in another: that's expected — pinning is independent per view. Pin it in the other view too if you want. See also - "Custom filters and saved views" - "Forward messages" - "The conversation screen: queues, panels and contact context"

Attachments, voice messages, emoji and reactions

Overview Beyond text, you can enrich a conversation with attachments (files, images, documents), voice messages recorded on the spot, emojis and reactions to messages. The availability of each feature depends on the channel: WhatsApp, for instance, supports most of them; other channels may vary. Prerequisites - An open conversation in an inbox that supports the feature you want. - For media, respect the channel's size and format limits. Step by step 1. Attachments: in the reply box, use the attach button to pick files from your computer (or drag and drop). Add a caption if you like and send. You can attach several files at once: on WhatsApp they go out in sequence, in the order you picked them, with the caption on the first media — exactly what the app does. 2. Voice message: use the microphone button and allow access when the browser asks. The bar shows Recording and the timer. You can pause and resume, discard with the trash button, or finish with the square button. When Ready to send appears, listen to the preview if you want and send it (or schedule it when message scheduling is available). 3. Emoji: open the emoji picker to add one to the reply text. 4. Reactions: on a computer, hover over or focus the message and use React. On a phone, tap the More message actions button beside the bubble and choose React. Then click or tap the reactions badge below the message to see who reacted, with per-emoji tabs and, in WhatsApp groups, each participant's name and avatar — just like the app. 5. Check the preview before sending. Settings & options - Attachment types: images, videos, audio, documents and other formats the channel accepts. - Video playback: the original file is preserved for download. When needed, the platform prepares a browser-compatible MP4 copy in the background; the bubble reports that the video is being prepared during this period. - Captions: many media types accept text alongside them. - Several attachments on WhatsApp: WhatsApp has no multi-media message, so each file becomes its own message. The platform ships the whole sequence in order, with a short pause between them (WhatsApp connected through a device) so anti-flood limits are not tripped. The conversation shows one bubble per file — the same thing the customer receives. - Reactions: depend on the source channel; not all support them. - Voice recording: the recording bar temporarily replaces the other composer tools so every action stays on one row. Sending is enabled only after the audio is ready; if preparation fails, use Try again without losing the recording. - Who reacted: click the reactions badge below the bubble to open the detail, with per-emoji tabs and the list of who reacted (name and avatar) — in groups, each participant; in 1:1 chats, the contact. - Reuse files: when the Media module is available, you can re-send already-saved files without uploading again. View once (WhatsApp via device) On WhatsApp conversations connected via device, the eye button in the reply box arms view once per conversation: while it is on, photos, videos and voice notes you send — via direct attach or from the Media library — reach the customer as view once (they disappear after opening, like in the app). - Received: when the customer sends a view once, WhatsApp does not deliver the media to linked devices (not even to official WhatsApp Web) — the panel shows the bubble "View once — can only be opened on the phone". Open it on the connected device to see it. - Sent from the phone: they appear in the panel as "You sent a view once message". - The behavior is controlled per inbox under Inbox settings → Configuration → Capture view once media. Use cases - Send a receipt, a PDF manual or an illustrative image. - Reply quickly with audio when writing it out would take too long. - React to a customer's message to confirm receipt without cluttering the conversation. - Send a sensitive document as view once so it is not saved to the customer's gallery. Tips, limits & best practices - Respect the channel's size/format limits — large files may be rejected. - Prefer PDF for documents and common image formats for photos. - Use audio sparingly; many customers prefer text they can reread. Troubleshooting - The attachment failed: check the size and format accepted by the channel and try again. - I can't react to a message: the channel may not support reactions. - The audio didn't record: check the browser's microphone permission. - The audio never became ready: use Try again in the recording bar. If it keeps failing, check the connection and record a new take. - The video is unavailable: download the original from the bubble. The file may have no usable video track or may not have been prepared within the safety limits. See also - Replying, private notes and mentions - Canned responses with shortcuts - Advanced search for conversations and messages

Edit sent messages (WhatsApp)

Overview Typo in a word or a price right after sending? On WhatsApp connected via device you can edit the text of a message you sent yourself, without deleting and resending. The corrected text is pushed to WhatsApp and replaces the original for the customer, and the message shows an "edited" marker — exactly like the app. Prerequisites - The conversation is on a WhatsApp connected via device inbox (official/Cloud WhatsApp and other providers do not allow editing already-sent messages). - The message is a text message you sent yourself (incoming customer messages can't be edited). - You are within WhatsApp's edit window (about 15 minutes) after sending. Step by step 1. Hover over your sent message (or right-click) to open the actions menu. 2. Choose Edit message. 3. Adjust the text in the box that appears. 4. Click Save (or press Ctrl/Cmd + Enter). To back out, use Cancel. 5. The message updates in the conversation and on the customer's WhatsApp, showing the "edited" marker. Settings & options - Where it shows: the Edit message option appears in the actions menu only when all the conditions above are met (WhatsApp via device, your own text message, within ~15 min). - "edited" marker: shown next to the message time, both for edits you make and for edits the customer makes (when the customer edits, the bubble updates too). - No change: if you save without changing anything, nothing is resent. Use cases - Fix a mistyped amount, link or time without cluttering the chat with a "correction: …" follow-up. - Tweak a word right after sending, keeping the message in the same place in the history. Tips, limits & best practices - WhatsApp's edit window is short (~15 minutes). After that the option disappears — send a new message with the correction instead. - Only text messages can be edited. Media, buttons, lists, polls and deleted messages cannot. - Editing changes the content for everyone; it is not an internal note. Troubleshooting - I don't see the "Edit message" option: confirm the inbox is WhatsApp connected via device, the message is a text message you sent, and it is still within the ~15 minutes. - "The edit window has expired": WhatsApp's allowed time has passed — send a new message. - "Could not edit the message": a momentary connection issue with WhatsApp; try again. See also - Deleted and view-once messages - Attachments, voice messages, emoji and reactions - Forward messages

Advanced search of conversations and messages

Overview Search helps you quickly locate a specific conversation, contact or message inside the platform. Instead of scrolling the conversation list, you type a term and Conversa Labs shows the most relevant results, grouped by type (conversations, contacts and messages). Prerequisites - Be signed in and have access to the inboxes where the conversation you're after lives. - Remember at least one term: the contact's name or phone, part of the message text, or the conversation number. Step by step 1. Open search from the top of the conversation view (or via the search shortcut). 2. Type the term you're looking for — it can be the contact name, a snippet of the message, or the conversation identifier. 3. Watch results grouped by type: conversations, contacts and messages. 4. Click the result you want to open the matching conversation right where you need it. 5. Refine the term if there are too many results (use more specific words). Settings & options - Search by contact: find by associated name, email or phone. - Search by message: locate by a snippet of the content exchanged in the conversation. - Search by conversation: use the conversation identifier when you already know it. - Combine with filters: for recurring slices (by status, agent, label, etc.), use custom filters and saved views instead of searching over and over. Use cases - Pick up an old conversation when all you remember is the customer's name. - Find the message where a price or deadline was agreed. - Locate every conversation from the same contact to review the history. Tips, limits & best practices - The more specific the term, the better the results — avoid overly generic words. - Message search covers the content of conversations you have access to. - For analysis and recurring slices, prefer filters and views; search is for one-off lookups. Troubleshooting - I can't find a conversation: check the spelling of the term and whether you have access to its inbox. - Too many results: add more specific words or use a filter. - The contact doesn't show up: confirm the name/phone was saved exactly as you typed it. See also - The conversation view - Custom filters and saved views - Assignment, status, priority and labels

Real-time automatic translation: inbox, conversation and agent language

Overview Automatic translation lets international support teams work without losing the original conversation context. Conversa Labs keeps three independent decisions separate: - My translation language: the language each agent uses to view messages and transcripts. - Default team language: the shared fallback defined by the inbox or conversation. - Contact delivery language: the language actually sent through the external channel. An agent can therefore type and read Portuguese, the contact can receive English, and another agent can view the same conversation in Spanish. Prerequisites - The account-level Realtime Translation feature enabled by the Super Admin. - An enabled Google Translate integration with a valid project id and credentials. Connect it under Settings → Integrations → Google Translate. The form links to Google Cloud Console and the official setup guide: enable the Cloud Translation API, create an authorized service account, and paste the full contents of its downloaded JSON key. - Administrator access to configure inbox defaults. - Conversation access to create an override. Step by step Create the Google Translate credential 1. In the integration form, use Open Google Translate console. Enable the Cloud Translation API on the page that opens. 2. Open the Google Cloud project selector and view the project details. Copy the Project ID — not the name or number — into Google Cloud Project ID. 3. Use Get Google Translate credentials to open IAM & Admin → Service Accounts in the same project. 4. Create a service account, for example Conversa Labs Translation. 5. Grant only Cloud Translation API User (roles/cloudtranslate.user). It can translate text and detect languages without administrative privileges. 6. Open the new account and select Keys → Add key → Create new key → JSON. The file is downloaded only once. 7. Open the .json as text, copy the entire object — including {, }, project_id, private_key and client_email — and paste it into Google Cloud Project Key File. The JSON project_id must match the first field. Keep the file secret and never send it in a conversation, email or repository. If key creation is blocked, ask your Google Cloud administrator to review the iam.disableServiceAccountKeyCreation organization policy. Do not configure a Google Cloud webhook. The platform's native STT creates the audio transcript, then the stored text is translated through a direct Cloud Translation API call. To use this flow, enable Audio transcription and Automatic translation → Translate transcripts on the inbox. Configure the inbox default 1. Open Settings → Inboxes and select an inbox. 2. Open the Automatic translation tab. 3. Enable automatic translation. 4. Select the Default team language. It is only a fallback for agents without a personal preference. 5. Select a Contact delivery language or choose detection per conversation. 6. Choose whether to translate incoming messages, human replies before delivery and transcripts. 7. Save and confirm that the provider indicator is ready. The inbox is the default. A conversation can inherit, enable or disable translation without changing other conversations. Settings & options Set an individual agent language In Profile → Language, each agent can select My translation language for the current account. The preference changes only that agent's view. It never changes contact delivery, a colleague's view or another account used by the same person. Agents sharing a language reuse the same cached translation. Override one conversation In the conversation's right sidebar, open the dedicated Translation section. Its compact summary shows the effective policy, contact delivery language, agent viewing language, provider and all three translation directions without mixing them into Conversation information. Use Configure inbox default to change all conversations in that channel. Use Adjust this conversation only when the current conversation needs an exception: - Inherit from inbox. - Enable for this conversation and override selected fields. - Disable for this conversation without changing other conversations. The panel also shows detected language, delivery language, provider state and the current viewer language source. The Contact delivery language selected here belongs to this conversation. Configure the inbox or use per-conversation detection for a general behavior; this setting does not persist a language on the contact record or change that contact's conversations in other inboxes. Use cases Outbound replies When an agent types Portuguese and the contact must receive English, the typed text is preserved first. The reply is translated before any WhatsApp, Telegram, Instagram, email or other channel service is called. The English result becomes the canonical transmitted content, while each agent sees a localized view. When the representations differ, the outgoing bubble provides: - My language: the current agent's primary view. - Sent to contact: the exact content delivered to the channel service. - Typed text: the human-authored source before delivery translation. Webhooks, APIs and exports continue to use the transmitted content, never a private viewer translation. Incoming messages and audio Incoming translation runs asynchronously and does not block channel ingestion. The bubble updates in real time and always keeps the original available. Native STT remains the single audio-to-text owner. Transcript translation uses the stored transcript; it does not download the media again or create a second transcription. When the conversation already has a detected language, it is used as the STT hint; in a new or audio-only conversation, the provider detects the spoken language automatically. Playback state is preserved when switching between original and translated transcript. Tips, limits & best practices Failure behavior Mandatory outbound translation is fail closed. If the provider fails, no channel service is called, the message remains recoverable, the typed text is retained and the agent can retry after fixing the configuration. The system never silently delivers the wrong language. If the contact language is still unknown, translated delivery remains blocked. The agent's viewer language is never used as a contact-language fallback. Limits and privacy The first delivery excludes private messages, campaigns, automations, approved templates, structured commerce/payment/contract/calendar cards and messages authored by Maestro, AgentBot or Captain. It does not perform OCR or audio dubbing. Eligible content is processed by the Google Translate integration configured by the installation operator. Message text and transcripts are not written to logs or metrics, and translated data follows the retention lifecycle of its message or attachment. Troubleshooting - Provider pending: review the account's Google Translate integration. - Contact language missing: set it on the conversation or wait for a detectable incoming message. - My bubble has not changed language: review the Profile preference and reopen the conversation. - Message not sent: correct the provider/target and use Retry. See also - The conversations screen: queues, panels and contact context - Inbox configuration

Custom filters and saved views

Overview Custom filters let you slice the conversation list by combining conditions — by status, assigned agent, team, label, inbox, priority and other attributes. When a slice is useful day to day, you can save it as a view (a custom folder) and open it in one click, without rebuilding the filter every time. Prerequisites - Be signed in and have access to the inboxes you want to filter. - Understand conversation attributes (status, priority, labels, assignment) to build good conditions. Step by step 1. In the conversation view, open the filter option. 2. Add one or more conditions (for example: status = open and agent = you and label = "vip"). 3. Apply the filter and review the sliced list. 4. If the slice is useful recurrently, choose to save it as a view and give it a clear name. 5. Afterwards, open the saved view straight from the sidebar — no need to rebuild the conditions. Settings & options - Combinable conditions: stack several criteria to land exactly on the slice you want. - Available attributes: status, priority, assignment (agent/team), labels, inbox, language, country and other conversation and contact fields. - Saved views: use objective names ("My open urgent", "No reply today") so the team gets it. - Shared folders/views: views help standardize how each role tracks its queue. Pinned conversations Just like WhatsApp, you can pin up to 10 conversations to the top of the list — they show up in the "Pinned" section, above the rest, ordered from the most recently pinned. - Pin/unpin: right-click the conversation card and choose Pin conversation (or Unpin conversation). A pin icon appears on the pinned card. - Per agent: pins are yours — each teammate pins their own conversations without affecting anyone else. - Per view: each saved view (folder) has its own pin set, and the default list (Mine/Unassigned/All) has another. Pin the same conversation in as many contexts as you like. - Always at hand: a pinned conversation stays on top even after it is resolved or falls out of the view's filter — it works like a bookmark. - Collapsed list: when you collapse the conversation list, pinned conversations stay at the top of the avatar rail with a small pin indicator. - Limit reached: trying to pin an 11th conversation in the same context shows a limit warning — unpin one before pinning another. Use cases - Track only the conversations assigned to you that are still open. - Monitor high-priority conversations with no reply. - Create a view per team or per campaign/label to focus the team. Tips, limits & best practices - Start with few conditions and refine — overly complex filters are hard to maintain. - Name views so anyone understands their purpose. - Periodically review saved views and remove the ones no longer used. Troubleshooting - The view doesn't show what I expect: review each condition; one wrong label or status changes everything. - I can't see certain conversations: confirm you have access to the matching inbox. - The view disappeared: check whether it was removed or renamed by another teammate. See also - The conversation view - Advanced search of conversations and messages - Assignment, status, priority and labels

Forward messages

Overview Message forwarding lets you select 1 to 30 messages from a conversation and send them to up to 5 other conversations at once — including conversations on different channels (WhatsApp, Instagram, Messenger, email, API and so on). On WhatsApp (device connection) the recipient sees the native "Forwarded" badge, exactly like the official app. Incoming messages that arrive already forwarded also show the badge in the chat. Prerequisites - Access to the source conversation and the target conversations. - Forwardable messages: text, received email (becomes text), stickers and attachments (image, video, audio, document). Private notes, activities, deleted messages, failed messages, view-once messages and interactive messages (buttons/lists/polls) cannot be forwarded. Step by step 1. In the conversation, use Forward in the message quick actions. On a phone, tap More message actions beside the bubble; on a computer, you can also right-click. 2. Selection mode opens with that message checked and temporarily replaces the reply box — tap/click other messages to add them (up to 30). Press Esc or Cancel to leave. 3. Use Forward on the bottom bar, which remains fully visible and reachable on phones too. 4. Search the target conversations or pick from the recent ones; select up to 5 and confirm. 5. Copies are created immediately in each target, in chronological order, and follow each channel's normal delivery flow. Settings & options - Multi-target: up to 5 conversations at once; a failing target never blocks the others. - Cross-channel: content adapts to the target channel (a sticker may become an image; a voice note keeps the voice-note format on WhatsApp). - Contacts and locations: on WhatsApp via device and WhatsApp Cloud, representable cards remain native messages and do not require an attached file. If a contact has no valid phone number or the target channel does not accept the card, the copy uses readable text with the available details. - "Forwarded" badge: only third-party messages (and messages that were already forwarded) carry the badge — forwarding your own message produces a clean copy, just like WhatsApp. On WhatsApp via device the badge is native on the recipient's phone; on other channels it shows in the dashboard. - Channel visible: every option in the target picker shows the inbox and the channel icon, so you know exactly where the message will go out. - Mentions preserved: messages with @-mentions keep the readable name in the copy and, in WhatsApp groups via device, the mention arrives natively (highlighted) for the recipient. Use cases - Pass a customer request on to the internal team conversation that owns it. - Resend a receipt or document received on one channel to another conversation. - Quickly distribute an announcement (text + media) to several customers. Tips, limits & best practices - Limits: 30 messages and 5 targets per operation (WhatsApp parity). - Large bursts flow through the WhatsApp anti-ban throttle as usual. - Instagram and Messenger have a 24-hour window — forwarding outside the window may fail on delivery (the message shows an error in the target conversation). Troubleshooting - "Unauthorized" on a target: you don't have access to that conversation's inbox. - Copy failed to send: check the target channel connection and use Retry on the bubble. - Forward option disabled: the message type is not forwardable (see Prerequisites). See also - Pinned conversations and saved views (article "Custom filters and saved views"). - Attachments, voice, emoji and reactions.

SLA policies and deadline tracking

Overview An SLA policy (Service Level Agreement) defines the deadlines your operation commits to on each conversation — for example, the maximum time for the first response, the next response and the resolution. With an SLA applied, the platform tracks those deadlines, flags conversations that are close to the limit, and records when a deadline is breached. Prerequisites - Optional capability: SLA policies may depend on your plan and/or administrator permissions. If you can't find the SLA area, talk to an account administrator. - Administrator permission to create and apply policies. - A clear definition of the deadlines that make sense for your business. Step by step 1. In Administration & Settings, open the SLA area. 2. Create a policy: set the desired deadlines (first response, next response, resolution) and, if applicable, the business hours used in the count. 3. Save the policy. 4. Apply the policy to conversations — directly or through automations/rules that assign the SLA based on criteria (inbox, label, priority, etc.). 5. In the conversation view, follow the deadline indicators (close to the limit, or breached). Settings & options - Deadline types: first response, next response and resolution time. - Business hours: the count can consider only working hours. - Automatic application: combine with automations to apply the right policy to each conversation. - Breach flagging: conversations that exceed the deadline are marked for prioritization. Use cases - Ensure every new contact gets the first response within an agreed time. - Automatically prioritize conversations about to breach their deadline. - Measure SLA compliance in reports by inbox, team or period. Tips, limits & best practices - Set realistic deadlines for the size and hours of your team. - Use business hours so nights and weekends aren't counted unfairly. - Combine SLA with priority and filters/views to keep the queue under control. Troubleshooting - I can't see the SLA area: the capability may not be enabled for your plan/role — talk to an administrator. - The deadline isn't counted as I expected: check business hours and how the policy was applied. - Conversations don't get an SLA: verify the automation/criterion that should apply the policy. See also - Assignment, status, priority and labels - Custom filters and saved views - Snooze, resolve and reopen conversations

Deleted messages and view-once media

Overview On WhatsApp, a customer can delete a message for everyone or send view-once media (a photo or video that disappears after being opened). By default, those actions would also erase or hide the content from your support view — leaving your team with an incomplete history. Conversa Labs solves this with three per-inbox options (all on by default) that guarantee an audit trail and privacy under your control: - Preserve deleted messages — keeps a deleted message intact in the panel, under a "deleted message" banner. - Allow message deletion — decides whether agents can delete messages from the conversation. - Capture view-once — captures and renders view-once media in the panel. The options apply to the WhatsApp inbox and are adjusted in Inbox Settings. Prerequisites - Be an administrator to change the options in Inbox Settings. - Have a connected WhatsApp inbox (delete-for-everyone and view-once are WhatsApp features). - Agents only see the resulting behavior — the configuration is done by the administrator. Step by step Administrator — adjust the three options 1. Go to Settings → Inboxes and select the WhatsApp inbox. 2. Open the Settings tab (inbox options). 3. Find the three privacy and audit switches: - Preserve deleted messages - Allow message deletion - Capture view-once 4. Turn each one on or off according to your policy and click Save. All ship on — keeping them that way reproduces the platform's default behavior. Agent — how the result appears - Preserved deleted message: when the customer deletes a message for everyone, the bubble keeps its original content and attachments, showing a "deleted message" banner. You still have the full record for audit. - Captured view-once media: a view-once photo or video is rendered normally in the conversation, instead of the "available on the phone only" notice. Settings & options | Option | On (default) | Off | |---|---|---| | Preserve deleted messages (preserve_deleted_messages) | A delete-for-everyone message stays intact in the panel (content + attachments) under an audit banner ("deleted message"). | The content is hidden — only a marker that the message was deleted remains (WhatsApp parity). | | Allow message deletion (allow_message_deletion) | Agents can delete messages from the conversation. | The action is removed from the bubble and the API rejects with 403. | | Capture view-once (capture_view_once) | Incoming view-once media is captured and rendered in the panel. | Keeps the "available on the phone only" placeholder — the media is not rendered. | The three options are independent and defined per inbox. Adjust each inbox according to the channel's sensitivity. Use cases - Audit and compliance: preserving deleted messages ensures no customer can remove evidence of a negotiation or complaint from the support history. - Stricter privacy policy: turning off view-once capture to respect the customer's ephemeral intent in sensitive inboxes. - Operational control: turning off message deletion so agents cannot remove records from the conversation. Tips, limits and best practices - Safe default: all options ship on — you only need to change them to restrict. - Exclusive to WhatsApp (delete-for-everyone and view-once). Other channels do not have these actions. - Preserve and capture increase the audit trail; turning them off moves the behavior closer to native WhatsApp (ephemeral). Choose according to your policy. - Turning off Allow message deletion only affects the agents' action in the panel; it does not change what the customer does on their own phone. Troubleshooting - A deleted message's content is gone: the Preserve deleted messages option is off on that inbox — turn it on in Inbox Settings. - Agent gets a 403 error when deleting: the Allow message deletion option is off — that is the expected behavior; turn it on to allow the action. - View-once media shows as "available on the phone only": the Capture view-once option is off on that inbox — turn it on to render the media. - I do not see the options: you must be an administrator and the inbox must be WhatsApp. See also - Forward messages (article "Forward messages"). - Attachments, voice, emoji and reactions.

Collaborators: adding participants to a conversation

Overview A participant (or collaborator) is an agent who follows a conversation and receives its notifications, without being its assignee. This is different from assignment: the assignee is a single person who owns the conversation; participants are extra teammates who join in to collaborate — to ask for help, supervise, or prepare a handoff — while ownership of the conversation stays with the assignee. A conversation can have several participants at once, and adding or removing someone does not change who the assignee is. Prerequisites - An agent or administrator profile. - An open conversation in an inbox you have access to. - The teammates you want to add must have access to the same inbox/account to appear in the list. Step by step 1. Open the conversation and find the context panel (right-hand column). 2. Locate the Participants (Conversation participants) section. 3. To add, click add participant and pick one or more agents from the list. They start following the conversation immediately. 4. To remove, open the participants list and remove the agent — they stop receiving notifications for that conversation. 5. Changes take effect right away, without changing the assignee or the conversation status. Settings & options - Notifications without being the assignee: participants receive the conversation's notifications (new messages and updates) without being assigned to it. - Relationship with mentions (@): when you mention a teammate with @ in a private note, they are automatically added as a participant — the mention is the natural shortcut to pull someone into the conversation. - Multiple participants: the list accepts as many teammates as needed; each one joins and leaves independently. Use cases - Ask a specialist for help: add (or mention) the person who knows the topic to assist without taking over the conversation. - Supervisor following along: a lead joins as a participant to watch the handling without removing it from the current assignee. - Collaborative handoff: before passing the conversation on, keep the agent who will take over as a participant so they follow the context from the start. Tips, limits & best practices - Participant ≠ assignment: adding someone as a participant does not make them the assignee — use assignment for that. - Keep the list lean: every participant gets notifications, so too many people clutters everyone's notifications. Add only those who really need to follow, and remove them when no longer needed. - Use mentions in notes to bring someone in quickly — it already adds them as a participant and records the request in the history. Troubleshooting - A teammate didn't get a notification: confirm they were actually added as a participant (and not just mentioned in a reply to the customer) and that they have access to the inbox of that conversation. Also check the teammate's own notification preferences. - The agent doesn't appear in the list to add: they probably don't have access to the inbox — ask an administrator to add them to the inbox/team. See also - Assignment, status, priority and labels - Replies, private notes and mentioning teammates

Bulk actions: handling multiple conversations at once

Overview Bulk actions let you select several conversations in the list and apply one action to all of them at once, without opening each conversation. When you check one or more conversations, a bulk action bar appears at the bottom of the screen with everything you can apply to the selection: assign to an agent, assign to a team, add or remove labels, and change status (resolve, snooze, or reopen). It's the fastest way to organize a queue with many items. Prerequisites - An agent or administrator profile, with access to the conversations' inboxes. - A queue with conversations to handle. - Teams and labels already created by the administrator, to take advantage of the assignment and labeling options. Step by step 1. In the conversation list, check the selection box on each conversation you want to handle. 2. To select everything at once, use the selection box in the bar — it selects the conversations in the current queue (an alert tells you when all of them are selected). 3. The bulk action bar appears at the bottom, showing how many conversations are selected and a Clear selection button. On phones and narrow panels, actions use a labeled grid so no option is hidden or clipped. 4. Choose the action you need in the bar: assign agent, assign team, add/remove label, change status, or delete (administrators). 5. Confirm when prompted (assigning an agent asks for confirmation before applying). 6. The action is applied to all selected conversations; an alert confirms the result and the selection clears. Settings & options - Assign to agent: opens a searchable list of the agents assignable to the selection's inboxes. Pick an agent to make them responsible, or None to unassign the conversations. - Assign to team: routes all selected conversations to a team. - Add labels: applies one or more labels to the whole selection. - Remove labels: strips labels from the selected conversations (shows the labels already applied). - Change status: Resolve, Reopen, or Snooze. Snooze offers options such as next reply, a predefined period, or a custom date/time. - Clear selection: deselects everything without applying any action. - Phone, tablet and web: the same bar keeps every action available and only rearranges the controls to fit the available width. Use cases - Clear a backlogged queue: resolve several already-answered conversations in one go. - Redistribute conversations: assign a batch to another agent or to the right team. - Label an entire campaign: apply the same label to all conversations from a single action. - Unassign in bulk: use None to release conversations and let them return to the queue. Tips, limits & best practices - Review the selection before confirming — the action applies to all the checked conversations. - Check the bar's counter ("X selected") to be sure you're acting on the right set. - When resolving in bulk, conversations that still have required attributes pending may be skipped; complete those fields first so they get resolved. - Use Clear selection whenever you want to start over; it prevents applying an action to the wrong group. Troubleshooting - The action bar doesn't appear: no conversation is selected — check at least one in the list. - The change doesn't show right away: reload the queue or switch filters; the list refreshes with the new state. - Some conversations weren't resolved: they likely have required fields pending — the alert reports a partial resolution. Fill in the attributes and try again. - I can't pick a team or label: it may not have been created — talk to an administrator. See also - Assignment, status, priority and labels - Snooze, resolve and reopen conversations - Custom filters and saved views - The conversations view

More conversation actions: mute, email transcript, mark as unread and drafts

Overview Beyond replying and classifying (status, priority, labels), the conversation menu offers extra actions for everyday work: mute the notifications of a specific conversation, send the transcript by email, mark as unread to remember to come back, and resume an auto-saved draft. These are one-off actions applied to a single conversation. Prerequisites - An open conversation in an inbox you have access to. - An agent or administrator profile. - For the email transcript, the feature must be available on your plan. Step by step 1. Mute / unmute: in the conversation actions menu, choose mute to stop receiving notifications for that conversation. To be notified again, use unmute from the same menu. 2. Email the transcript: choose send transcript, enter the destination email address and confirm. The platform sends the conversation history to that email. 3. Mark as unread: use mark as unread to flag the conversation as pending your attention. It shows up as unread again for you, even if you have already seen it. 4. Resume a draft: when you type a message and leave without sending, the text is kept in that conversation. When you reopen it, the draft reappears in the composer so you can pick up where you left off. Settings & options - Mute affects only the notifications of that conversation — it does not mute the inbox or the account, and it does not change the status (the conversation stays open). - Email transcript is sent to the address you enter at send time; the text goes in the message body (asynchronous delivery, so it may take a moment). - Mark as unread is per agent: it flags the conversation as unread for you, without changing the status or notifying the contact. - Draft is kept per conversation and held until you send the message or discard the text. Use cases - Mute a very busy ongoing conversation so you are not interrupted by every new message while handling another task. - Send the conversation history to the customer themselves or to a colleague taking over the case. - Mark a conversation as unread to revisit it later, without having to resolve or snooze it. - Continue a long reply later thanks to the draft kept in that conversation. Tips, limits & best practices - Do not confuse mute with snooze or with resolve: muting only affects your notifications; snoozing takes the conversation out of the queue and brings it back later; resolving closes the case. - Mark as unread is a personal reminder, it does not change the conversation lifecycle — to schedule a return, prefer snooze. - Unsent drafts are local to that conversation; leave and come back and the text is still there. - The email transcript may have a sending limit per period — if you hit the limit, try again later. Troubleshooting - The transcript did not arrive: confirm the email address you entered and check the spam folder; delivery is asynchronous, so wait a moment. If the feature is not available on your plan, the option is unavailable. - The draft does not appear: the message was probably already sent or the text was discarded — in those cases the draft is cleared. Drafts are kept per conversation, not across different conversations. - I keep getting notifications from a muted conversation: check that the action was applied to the right conversation and that it was not unmuted by mistake. See also - Snooze, resolve and reopen conversations - Reply, private notes and mentions to teammates - Assignment, status, priority and labels