> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/omnichannel-messenger.md).
# Conversation
Omnichat integrates 1-to-1 conversations across communication channels including Facebook, WhatsApp, Instagram, LINE and website live chat.
## Conversation **status**
Conversation status are divided into "Open", "Progress", and "Closed"
| Status | |
| ------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Open** |
When a new customer asks a question, it will be categorised as "Open" cases.
If the status is changed to "Closed", and the customer restarts the conversation, the status will return to "Open".
|
| **Progress** |
When an agent follows up an "Open" enquiry, the status will change to "Progress".
If the conversation is "Closed", the status will change to "Progress" once an agent "Reopen This Case".
|
| **Closed** |
The status will change to ‘Closed’ when the agent completes the follow-up and presses "✓Close Cases".
|
### **Open**
"Open" cases are divided into "Livechat" and "Chatbot".
| Livechat | Chatbot |
| ----------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| All conversations require agents to follow up via **“Livechat".** |
By default, “Chatbot” will handle customer enquiries first. The conversation will be followed up by agents via “Livechat” under the following circumstances:
1. The customer requests “Livechat” or the customer service agent takes over the conversation.
2. The customer message does not match any keywords. For the setting of Keyword Autoreply, please refer to Keyword Autoreply.
|
### **Progress / Closed**
Progress / Closed status are divided into "My Cases" and "Teammate".
| My Cases | Teammate |
| ----------------------------------------------------------- | ------------------------------------------------------ |
| All conversations followed up by the current logged in user | All other conversations followed up by other teammates |
.gif?alt=media\&token=7287d430-dc33-4e37-8e6d-78f8d18ddee2)
## Filter Conversations
Click **“All Cases”** at the top left corner to view all integrated channels. Click one of the channels in the drop-down menu, then only the cases of that channel will be shown.
## Search Conversations
You can search the conversations by category.
Users can search the conversations by "Tags" created before.
## Manage Conversations
### ✓ Invite teammates to follow up
Progress > My Cases, you can click **Transfer** to pass the conversation to another teammate in the right column. Then, the conversation will be transferred to the invited teammate's "My Cases".
### ✓ Take over the conversation from other teammates
Progress > Teammate, you can click **Follow Up** to continue this conversation by yourself. Then, the conversation will be transferred to "My Cases".
### ✓ Close Cases after following up
Progress > Click "✔ Close Cases" on the top right corner to end the conversation.
### ✓ Team profile in conversation
* Team profile will show 3 images when teammates take over conversations or the conversations stays in "Open" > "Chatbot" (If there are only 2 team members, it will show 2)
* If conversation stays in "Open" > "Live Chat", it will only show one team profile
### ✓ Conversations will show customers' waiting time
* When the customers wait for 30 mins, 1 hour, and 2 hours, the conversation list will show different styles
* Conversations will be displayed by follow-up time
1. Follow-up time: New ➝ Old
2. Follow-up time: Old ➝ New
* Conversations will be displayed by the status
1. When the conversation is overtime waiting: Long ➝ Short
2. When the conversation is unread: New ➝ Old
## Review the closed cases
Select "Closed", you can review all the closed conversations.
.gif?alt=media\&token=4c813a77-9680-496c-9e84-ffa53ee68bae)
## Consumer Information
After selecting the conversation, the consumer information will display in the right column. You can put the customer's name, email and phone number. You can even add remarks and "Tag" the consumer.
#### New Feature: Automatically input the original content when editing customer information.
 
{% hint style="info" %}
When your Omnichat plan includes Omnichat pixel tracking feature, member ID will be tracked.
{% endhint %}
{% hint style="info" %}
Only the conversations of website live chat will show the information of "Currently Visiting" and "Last Message Location".
{% endhint %}
{% hint style="info" %}
The conversations of WhatsApp cannot edit the phone number.
{% endhint %}
## Bind customers' social messaging accounts
After customers bind their social messaging accounts on the website, you can see Website live chat, FB Messenger, LINE, WhatsApp, and Instagram under their "Customer Information".
{% hint style="info" %}
Connect customer identity means binding the **customer's social commerce identity** with the **browser**
{% endhint %}
### **Webchat case: Display "Connect WhatsApp identity"**
* If a browser is connected to only one social commence identity, like WhatsApp above, the "Connected Contacts" column will only display "Official Website" when the guest leaves a message via WhatsApp
*
* The orange highlight is on the left, the top one is the social commence identity case and the bottom one is the Webchat case
### Connect Multi-social Commence
* If the same browser is connected to two or above social commence identities (like Facebook & LINE), the "Connected Contacts" will display not only the "Official Website" but also the other social commence identities.
## Customer Tag Management
{% hint style="info" %}
Only the conversations on **Facebook Messenger / LINE / WhatsApp / Instagram** can show the customer "Tag".
If visitors from **Web live chat** have provided their email addresses, customer service agents can "Tag" them manually.
{% endhint %}
{% hint style="info" %}
Tags Management > Number of tag customers, Data is updated hourly
{% endhint %}
### Tutorial
1. Click "Add Tag" will show the tags the team used before
* When you start typing, matching tags from record will be shown
* Click "Enter" or the "**＋**" icon to create a new tag
2. Select the suitable tag on the list, the tag will be added immediately
3. Click the "**-"** icon to remove the tag
4. Repeat tagged: If you add an existing tag on the guest who already had , a reminder will pop up "Are you sure you want to paste this tag again, tag name and the number of times this tag will be increased
5. You can export CSV files by "Every log of tagging", including which channels and functions the tags are from.
## Bulk Edit Conversations
There may be a lot of conversations generated by events. Omnichat supports the "Bulk Edit" feature so you can follow up or close several conversations.
### Bulk Edit Tutorial
First, click the 3 dots next to the search icon and choose "Bulk Edit".
Then take the following steps:
1. Click the conversations that you want to bulk edit
2. Click the "**O**" on the left of "Bulk Actions" to select all conversations on the list
3. The number in brackets means the conversations you have selected (2 conversations are selected on the above)
4. Click "Bulk Edit" will bring up a drop-down menu to show the actions that you can execute
5. Click "✕" to end the Bulk Edit action
### The status / cases which supports Bulk Edit
| Status | Follow Up Cases | Close Cases | Reopen Cases |
| ------------ | --------------- | ----------- | ------------ |
| **Open** | ✔ | ✔ | ✕ |
| **Progress** | ✕ | ✔ | ✕ |
| **Closed** | ✕ | ✕ | ✔ |
##
