Marking Conversations as Open or Closed

Keep conversations organized in WapCRM by marking them as open or closed. Improve workflow and ensure timely responses on WhatsApp, Instagram, Telegram, SMS, and VOIP.

WapCRM allows agents and supervisors to mark conversations as "Open" or "Closed", helping teams manage customer inquiries efficiently and maintain a clear workflow. This feature is essential for tracking the status of conversations, ensuring no messages are overlooked, and providing better customer support.

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What Does "Open" and "Closed" Mean in WapCRM?

• Open: Indicates that a conversation requires further action or is awaiting a response.

• Closed: Shows that the conversation is resolved, and no further action is needed.

💡 Tip: Conversations marked as Closed can be reopened if the customer follows up or if additional support is required.

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How to Mark Conversations as Open or Closed:

📌 Step 1: Go to the Chats page in WapCRM. 📌 Step 2: Select the conversation you want to update. 📌 Step 3: Use the status toggle to mark the conversation as "Open" or "Closed". 📌 Step 4: Save the changes to update the conversation status.

🔹 Pro Tip: Supervisors can bulk update statuses for multiple conversations simultaneously, improving workflow management.

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When to Mark a Conversation as Open or Closed:

✅ Open:

• When a customer query is still unresolved.

• If an agent is waiting for a response from the customer.

• When additional actions are required, such as escalating the issue to another team.

✅ Closed:

• Once the customer's request has been fully addressed.

• If the customer confirms that they are satisfied with the solution.

• When a conversation is no longer active, such as after completing a support case.

💡 Example: Mark a conversation as Closed after sending the order confirmation details and receiving a thank you from the customer.

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Best Practices for Managing Conversation Statuses:

✅ Review Open Conversations Regularly: Supervisors should monitor open chats to ensure timely follow-up. ✅ Avoid Closing Conversations Prematurely: Always confirm that the customer's issue is resolved before marking it as Closed. ✅ Reopen Conversations When Needed: If a closed conversation requires further action, reopen it promptly to maintain customer engagement. ✅ Set Guidelines for Status Management: Create standard operating procedures (SOPs) for when to open or close a chat, ensuring consistency across the team.

🔹 Pro Tip: Use WapCRM's reporting tools to generate status-based reports, helping teams analyze open vs. closed conversation ratios.

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Why Marking Conversations as Open or Closed is Important:

🚀 Improves team productivity by allowing agents to focus on active conversations. 🚀 Enhances customer satisfaction by ensuring no inquiries are missed. 🚀 Supports reporting and analytics, offering insights into team performance and customer service efficiency. 🚀 Streamlines communication management, reducing clutter in the conversation dashboard.

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Get Started Today! 📌 Review Open Conversations → Mark Resolved Chats as Closed → Maintain an Organized Workflow!