Additional Logic
This section details the additional logic for the Collaborative Conversation feature.
Search and Filtering
Filtering Conversation Types:
Conversations can be filtered by type: General or Collaborative.
Filtering by Status:
Pending: Sorted by last message time or timeout waiting time.
In Progress: Filtered by conversation category and sorted by last message time or timeout waiting time.
Ended: Filtered by conversation category.
Handler and Collaborator Information
Conversation List Display (Web): Hovering over the primary handler's avatar in the conversation list reveals collaborator information.
Conversation List Display (Mobile): Collaborator information is only visible when you click on the dropdown arrow and select "Collaborators" from the menu.
Unread Messages
Each customer message generates separate unread notifications for the primary handler and each collaborator.
Logic for Unread Indicators:
Team View (Administrators, Managers, Customer Service Managers): Reading a message in the "Team" section does not clear unread notifications for other team members.
My View (Primary Handlers and Collaborators): Reading a message clears the individual's unread notification. Replying clears the individual's unread notification but does not affect others.
Push Notifications
In the "In Progress" collaborative conversations, both the primary handler and all collaborators receive push notifications for new customer messages.
Pinning Conversations
Both the primary handler and collaborators can pin conversations, and pinned conversations are displayed on an individual (per-account) basis.
Pinning a conversation by the primary handler does not affect other collaborators to have that same conversation pinned.
General conversations retain their pinned status even if they later become collaborative conversations.
Pinned status is removed when the conversation ends.
Sending and Triggering Messages
The logic for sending and triggering messages in collaborative conversations is the same as in general and group conversations, with the following supported and unsupported special cases:
Supported: LINE, Facebook, WhatsApp, Instagram, Website Chat, WeChat;
Real-time/offline messages (all channels);
Satisfaction surveys (all channels);
Omnichannel customer journeys (LINE, Facebook, WhatsApp, Instagram);
Automatic conversation end reminders (LINE, Facebook, WhatsApp, Instagram);
Shopping cart remarketing cards (LINE, Facebook, WhatsApp);
LINE LON notification shortcuts (LINE only);
OMO Live Video (LINE, WhatsApp).
Not Supported:
Keyword auto-assignment,
Welcome messages,
OMO binding success messages/additional messages.
Timeout Waiting (for WhatsApp, Messenger, and Instagram)
The free-messaging window timeout logic is the same to that of general and group conversations. If the last agent response (from any collaborator) exceeds the set duration and the contact does not reply, the system automatically ends the conversation.
Disabling/Deleting Team Members
Disabling a team member in Settings > Teammates removes them from all collaborative conversations.
This action is logged in the "Conversation Status Log" (e.g., "Daphne (User) removed Amy from the collaborative conversation").
Scenario Examples:
If a collaborative conversation has only one collaborator left, disabling that collaborator converts the conversation to a 1-on-1 conversation.
If the primary handler is disabled and only one collaborator remains, the conversation becomes a 1-on-1 conversation, and the remaining collaborator becomes the primary handler (not necessarily the earliest added).
Displaying Collaborative Conversations (Conversation 1.0)
Collaborative conversations are not visible in the older Conversation 1.0 interface. Administrators looking for collaborative conversations in the team cases while being on Conversation 1.0 will see a message that says: "The old version of Conversations does not support collaborative features. Please use Conversation 2.0 to continue."
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