> ## Documentation Index
> Fetch the complete documentation index at: https://docs.wapikit.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Managing customer interactions through the Wapikit shared inbox

# 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.

## 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.

## Conversation Features

### 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

### 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

### 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

### 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

## Managing Conversations

### 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

### 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

### 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")

## AI-Powered Conversation Features

Wapikit's AI enhances conversation management:

### Smart Replies

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

### Sentiment Analysis

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

### 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

### Automated Tagging

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

## Conversation Analytics

Gain insights from your customer conversations:

* Response time metrics
* Resolution rate tracking
* Team performance analytics
* Common topics and issues
* Customer satisfaction indicators

## 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

## Next Steps

After mastering conversation management, explore:

1. [Setting up automations](/guide/ai) to handle routine inquiries
2. [Analyzing conversation data](/guide/concepts/analytics) to improve customer service