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Conversations

Conversations in Wapikit represent the ongoing chat interactions between your business and your customers on WhatsApp. The shared inbox feature allows your team to collaboratively manage these conversations efficiently.

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Understanding Conversations

When a customer messages your WhatsApp business number or responds to one of your campaigns, a conversation is created or updated in Wapikit. These conversations are organized in your shared inbox, allowing you and your team to respond promptly and track the entire customer journey.

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Conversation Features

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Unified Inbox

The Wapikit shared inbox brings all customer conversations into a single, organized interface where you can:
  • View all active conversations
  • Filter conversations by status, assignment, or tags
  • Search for specific conversations by customer name or content
  • Sort conversations by priority, recency, or waiting time

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Conversation Details

Each conversation provides comprehensive context:
  • Complete message history with the customer
  • Customer profile information and attributes
  • Previous campaign interactions
  • Conversation tags and notes
  • Assignment history

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Team Collaboration

Multiple team members can work together on customer conversations:
  • Assign conversations to specific team members
  • Transfer conversations between team members
  • Add internal notes visible only to your team
  • Mention colleagues using @username to notify them
  • View when another team member is typing a response

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Rich Messaging

Engage with customers using WhatsApp’s rich messaging capabilities:
  • Send text, images, videos, documents, and audio messages
  • Use interactive buttons and list messages
  • Share location information
  • Send contact cards
  • Reply to specific messages in a thread

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Managing Conversations

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Conversation Statuses

Wapikit tracks conversations with the following statuses:
  • Active: Ongoing conversations requiring attention
  • Resolved: Completed conversations where the customer’s needs have been addressed
  • Closed: Conversations that have been administratively ended
  • Deleted: Conversations removed from the active inbox

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Conversation Assignment

Efficiently distribute workload among your team:
  1. Manual Assignment: Manually assign conversations to specific team members
  2. Auto-Assignment: Let Wapikit automatically assign conversations based on rules:
    • Round-robin distribution
    • Skill-based routing
    • Workload balancing
    • Business hours availability

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Conversation Tagging

Organize conversations with tags to:
  • Categorize by topic or department (e.g., “Support”, “Sales”, “Billing”)
  • Track issue types (e.g., “Product Question”, “Technical Issue”)
  • Mark priority levels (e.g., “Urgent”, “Follow-up Required”)
  • Identify customer segments (e.g., “VIP Customer”, “New User”)

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AI-Powered Conversation Features

Wapikit’s AI enhances conversation management:

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Smart Replies

  • Get AI-suggested responses based on conversation context
  • Choose from multiple response options
  • Customize suggestions before sending

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Sentiment Analysis

  • Automatically detect customer sentiment (positive, negative, neutral)
  • Prioritize conversations with negative sentiment
  • Track sentiment changes throughout the conversation

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Intent Recognition

  • Identify customer intents automatically (e.g., product inquiry, complaint)
  • Route conversations to the appropriate team based on intent
  • Track common intents to improve your business processes

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Automated Tagging

  • AI automatically applies relevant tags based on conversation content
  • Ensures consistent categorization
  • Saves time on manual tagging

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Conversation Analytics

Gain insights from your customer conversations:
  • Response time metrics
  • Resolution rate tracking
  • Team performance analytics
  • Common topics and issues
  • Customer satisfaction indicators

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Best Practices

  • Respond promptly: Aim to reply to customer messages within minutes, not hours
  • Personalize interactions: Use customer information to provide tailored responses
  • Maintain conversation history: Avoid asking for information the customer has already provided
  • Use internal notes: Share context with team members without exposing notes to customers
  • Resolve appropriately: Mark conversations as resolved only when the customer’s needs are fully addressed
  • Review analytics regularly: Identify trends and areas for improvement in your conversation handling

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Next Steps

After mastering conversation management, explore:
  1. Setting up automations to handle routine inquiries
  2. Analyzing conversation data to improve customer service