Managing Chats

Chat management tools in Flovoo help you organize your customer chats and reach the chat you need quickly, instead of searching manually through a long list.

You can filter chats, assign each chat to a member, change the contact stage, and run actions on several chats at once, as well as start a new conversation with any contact.

Filter Chats

Filters help you see only the chats that matter to you. You can use quick filters for common cases, or advanced filters to set more conditions.

Quick Filters

Click the Quick filters icon next to the status menu, then select one of the following filters:

• Unread: Chats with unread messages.
• Not replied: Chats where the last message has not been replied to.
• Handled by AI: Chats where an AI agent is replying.
• Needs a human: Chats where the AI agent stopped replying, or no one is following up.
• Missed chats: Chats where the customer has waited longer than the response time set in the analytics settings.

Advanced Filters

To set more conditions, click the Filter icon next to the search box. The Filter window opens so you can choose filter conditions, such as:

• Contact details: Segment, tags, stage, assignee, channel, phone number, country, and contact source.
• Dates: Created at, last updated, and last interaction.
• Campaigns: The broadcast campaign sent to the contact.
• Custom fields: Any custom field you added to contacts.
• Ad attribution: Campaign, ad set, ad, ad ID, and ad URL, for contacts coming from Meta ads.

For example, you can show only chats with contacts tagged VIP in the New Lead stage.

Chat Statuses

From the status menu at the top of the chats list, you can view chats by status:

• Active: Current chats. This status is shown by default.
• Archived: Chats that have been archived.
• Blocked: Chats with blocked contacts.

Archive a Chat

Open the chat, click the ⋮ menu at the top of the chat window, then select Archive chat.

The contact and all related conversations are archived and move to the Archived list. The chat assignee stays the same.

To unarchive, select Archived from the status menu, open the chat, then select Unarchive chat from the same menu.

Block a Contact

To block a contact, open the chat, click the ⋮ menu, select Block Contact, then confirm.

• Blocking applies to the whole contact, meaning all of their conversations across all channels.
• You cannot send messages to the contact, and you do not receive their messages or notifications.
• Blocked contacts do not appear when selecting an audience in campaigns.

To unblock, select Blocked from the status menu, open the chat, then select Unblock Contact. The contact returns to the status it had before blocking, Active or Archived.

Who Can Block Contacts?

• Owners, Admins, and Managers: Can block and unblock contacts, and view the Blocked list.
• Agents: Do not see the block option or the Blocked list.

Assign a Chat

The current assignee of the chat appears at the top of the chat window. To change it:

1. 1
   Open the chat.
2. 2
   Click the assignee name at the top of the chat window, or Unassigned if the chat has no assignee.
3. 3
   Select Assign to me to assign it to yourself, or choose a member or team from the list.

The chat moves to the new assignee right away and appears in their My chats list.

The assignee is set at the contact level, so all of a contact's conversations follow the same assignee.

To remove the assignee, select Unassigned from the same list.

Change the Contact Stage

The contact stage appears at the top of the chat window. You can change it in two ways:

• Click the stage name, then choose the new stage from the list.Click the arrow next to the stage to move the contact to the next stage directly.

Bulk Actions

Bulk actions let you run the same action on several chats at once, instead of opening each chat separately.

To run a bulk action:

1. 1
   Hover over any chat in the list, then click the ⋮ menu.
2. 2
   Select Bulk select.
3. 3
   Select the chats you want, or click Select all (max 100) to select the first 100 chats.
4. 4
   Choose the action you want to run.

Available actions:

• Add tags: Adds tags.
• Remove tags: Removes tags.
• Set contact stage: Changes the stage.
• Assignee: Assigns a member.
• Delete: Deletes the chats.

To exit selection mode, click Cancel.

Mark All Chats as Read

Click the ⋮ menu at the top of the chats list, then select Mark all as read. Unread badges disappear from all chats.

Start a New Conversation

You can start a conversation with a contact directly from the Chats page, without waiting for the customer's first message.

To start a new conversation:

1. 1
   Click the + icon at the top of the chats list.
2. 2
   In the Contact field, search for the contact by name or phone number, then select it.
3. 3
   In the Channel field, choose the WhatsApp channel you want to send from.
4. 4
   Click Create & Open Conversation.

The conversation is created and opened directly on the Chats page.

Start a Conversation via WhatsApp API

Under WhatsApp policies, you need to send a message template approved by Meta first to start the conversation. After the customer replies, the 24-hour window opens and you can send regular messages.

To learn more, see What Are WhatsApp Message Templates?.

Frequently Asked Questions