In this video, you will learn how the status of Open and Closed Conversations works in Wabb
Managing support status effectively is crucial for efficient customer service. Here's how to handle open and closed support statuses:
1. Understanding Status Indicators
Open Status: Indicates that a conversation requires attention or action. It remains open until the issue is resolved.
Screenshot showing the chat interface with an open status indicator and the option to mark the chat as closed.
Closed Status: Marks a conversation as resolved. Once closed, the chat is considered complete.
Screenshot showing a closed status indicator with the option to re-open the chat if needed.
2. Changing Status
Marking as Open: When a new message arrives or an issue needs further action, ensure the chat is marked as open.
Screenshot displaying an open chat status with automation turned off, indicating the chat requires manual intervention.
Marking as Closed: Once an issue is resolved, mark the chat as closed to indicate completion. This can be done manually by selecting "Close" in the chat interface.
Screenshot highlighting the "Mark as Closed" button, allowing the user to close the chat after resolution.
3. Automation and Status Changes
When a chat is marked as completed, automation can be set to resume automatically, ensuring no pending actions remain.
Screenshot showing the automation options that can be configured to start or stop based on the chat status.
4. Best Practices
Regularly review open chats to ensure timely responses.
Use filters to sort and prioritize open conversations for efficient handling.
By managing open and closed statuses effectively, you can streamline your support process and enhance customer satisfaction. If you have any questions, contact our support team through the help center chat.