Mark Conversation Open/Pending/Spam/Done/Invalid

Efficiently managing chat conversations is crucial for businesses using Flexito. With options to mark conversations as Open, Pending, Spam, Done, or Invalid, you can streamline your customer service process, ensuring that each interaction is handled appropriately and effectively.

Marking Conversations as Open

Use this feature to open a conversation in any scenario. By default, all conversations are set to Open unless a specific function is configured otherwise.

Marking Conversations as Pending Automatically set a chat's status to Pending. For instance, if a shop has three categories:

• Shipping

• Payment

• Refund

If a user selects Refund, the bot will mark the chat status as Pending, highlighting this information for the chat agent's attention.

Viewing on the Live Chat Screen: Observe how the chat status changes to Pending when a user selects the Refund option in the chat section.

Marking Conversations as Spam Chats can be marked as spam to ensure the chatbot delivers accurate and reliable information. While building the bot, you can designate certain user chats as Spam to minimise distractions.

Marking Conversations as Done

Chats can be marked as Done in specific cases. For example, if a user successfully completes a flow and achieves their desired outcome, you can set the chat status to Done. This prevents the Chat Agent from revisiting conversations already marked as Done.

For example, when a user selects the Rating option, the conversation status will be marked as Done.

Marking Conversations as Invalid Conversations can be marked as Invalid based on certain criteria. For instance, a lead that does not meet the business requirements of an agent or bot can be marked as Invalid.