Our Resolving Conversations feature allows you to permanently close conversations by changing its status on the Rasayel dashboard.
When an issue is resolved, you can close a conversation permanently. If that customer reaches out to you again, a new conversation will be created (provided the new message comes 72 hours later).
Here's how it works:
Once you finish a conversation with a customer and their problem is sorted, you need to change conversation status from Opened to Solved. Just press on the arrow at the right top corner and then choose Solved.
After you close the conversation and it stays inactive for 72 hours, we close this conversation permanently. If a customer sends you a new message after those 72 hours, a new Rasayel conversation will be created.
What do the other statuses stand for?
In addition to Open and Closed, we have 3 more states:
- Unanswered: When a new conversation is created and has no assignee or an answer yet.
- Waiting: This status should be used when you're waiting for a customer's response.
- Blocked: This is for cases when conversation is blocked by something else, e.g. when you need your teammate's help.
Conversation List Filters
You can change your Conversation List view by filtering any conversation state (such as 'Open' or 'Unanswered'), or you can choose several categories, like showed below: