Managing Conversations

Managing Conversations

Inbox Overview

The Liqaa inbox is your central hub for all customer conversations. Messages from the widget, Telegram, Email, and WhatsApp all arrive here in a unified view.

Navigation & Filters

Use filters to find conversations quickly:

• All — Every conversation across all channels
• Unread — Conversations with unread messages
• Mine — Conversations assigned to you
• Unassigned — Conversations not yet assigned to anyone
• Resolved — Closed conversations (archive)

Replying to Messages

1. Click a conversation from the list
2. Type your reply in the message composer
3. Press Enter (or Shift+Enter for new line) to send
4. Use the toolbar for formatting: bold, *italic*, code, links

Assigning Conversations

• Click the Assign button at the top of a conversation
• Select a team member from the dropdown
• The assigned agent receives a notification
• Unassign by clicking Unassign

Resolving & Closing

When a conversation is complete:

1. Click the Resolve button
2. The conversation moves to the Resolved filter
3. If the visitor sends a new message, it reopens automatically

Internal Notes

Add private notes visible only to your team:

1. Switch to the Notes tab in the conversation
2. Type your note and press Enter
3. Notes are shown with a different background color

Labels & Tags

Organize conversations with labels:

• Click the Label icon on a conversation
• Add labels like "Sales", "Bug Report", "Feature Request"
• Filter the inbox by label to see grouped conversations

Keyboard Shortcuts

| / | Focus search |