Category
Handling conversations
Everything for the inbox: answering, assigning, forwarding, snoozing, and closing conversations.
Articles 11 articles
Handling conversations: getting started
Conversations are at the heart of Sarrai's customer service platform. Read more about all of the possibilities here.
Sending a reply in a conversation
Answering conversations quickly is how you deliver a great customer support
Forwarding a conversation to a colleague or team
If you're no longer responsible for a conversation, you can reassign the conversation by forwarding it to a colleague or a team.
Closing and reopening a conversation
By closing a conversation you mark the conversation as 'finished' and clear it from your inbox. Should the customer send an additional message, the conversation will re-open.
Snoozing a conversation
If there's no action to be done for this conversation right now, it's time to snooze the conversation so it temporarily disappears from your inbox.
Assiging a conversation to yourself or a colleague
Make sure it's clear who's responsible for the conversation by assigning a colleague or a team.
Searching and filtering conversations from the inbox
By filtering the conversations in the inbox, it's possible to find conversations more quickly.
The different conversation states explained
Conversations are always displayed by their state. Learn more about the different states of a conversation.
Adding an internal note (for colleagues only)
Adding a note to a conversation is a good way to pass information on to your colleagues. Customers can't see internal notes.
Linking a conversation to a contact or company
By linking a conversation with a contact or company, you add valuable information to your CRM.
Team inboxes: what they are and how to use them
Team inboxes allow you to share conversations with your team members and handle the incoming conversations together.
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