The "More options" menu in the Marqvia chat module allows you to perform advanced actions, such as changing a conversation's status, managing its read status, assigning a bot, and more.
Conversation Status
This feature is available for Facebook and WhatsApp Official API Channels only.
You can set the chat status to Open, Waiting For Customer, or Closed.
1
Click on the Conversation Status dropdown button.
2
Select the desired status.
3
In the pop-up, you can add a comment and send a message to the customer at the same time.
Leave this blank if you do not wish to send a message.
4
Click Save to apply the changes.
Read Status
To change a conversation's read status:
1
Go to the dropdown button beside the Conversation Status.
2
Select either Mark as Unread or Mark as Read.
Other Functions
Here is a list of other advanced actions you can perform:
Mark as Blacklist: You can blacklist a contact here. Once blacklisted, the system will not send any business-initiated messages (e.g., Template Messages) to them. You are still able to receive their incoming messages and reply manually during the 24-hour Customer Service Window.
Assign Contact: Assign the conversation to a specific user.
Push Chat to Queue: Move the conversation to the queue for another agent to pick up.
Unassign: Remove the conversation from its current assigned agent.
Pin / Unpin Contact: Pin a conversation to the top of your tray for easy access.
Add to Drip Campaign: Enroll the contact in an automated drip campaign.
Create Follow Up: Schedule a follow-up action for this contact.
Delete Contact: Permanently delete the contact from your database.