Assign, tag and add notes to WhatsApp inbox conversations

Use assignments, tags and internal notes to share the work in the Flowella inbox. Customers never see any of them: they stay inside Flowella. Anyone in your organisation can assign conversations, tag them and add notes. Before you start:

• Your teammates have accepted their invitations. See Team.
• You have conversations in the inbox for the WhatsApp number you’re working on.
• For tags and bulk actions, use a desktop-width window. On narrower screens the tag menu and the selection checkboxes are hidden.

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Assign a conversation

Assign a conversation so your team knows who is handling it.

1. Open the conversation in the inbox.
2. In the thread header, open the assignee menu. It shows Unassigned or the current assignee’s name.
3. Choose a teammate.

On a phone or tablet, select the ⋮ menu in the thread header and choose a teammate under Assigned to. To unassign a conversation, choose Unassigned in the same menu. The teammate you choose gets a Conversation assigned to you notification with the contact’s name, unless they assigned it to themselves. Their notification preferences decide where else they receive it. To check the assignment, select the contact’s name in the thread header. The contact panel shows the teammate under Assignee.

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Create and apply tags

Tags are labels such as “Refund” or “VIP” that help your team sort conversations. Tags belong to your organisation, so the same tags are available on every WhatsApp number. Each tag name must be unique and can be up to 120 characters.

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Create a tag

1. Open a conversation and select the contact’s name in the thread header to open the contact panel.
2. Under Tags, type a name in New tag name.
3. Select Create.

If your organisation has no tags yet, you can also open the tag menu in the thread header and select Create. Flowella opens the contact panel with the New tag name field ready. Creating a tag doesn’t add it to the conversation. Apply it as the next step.

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Apply a tag

1. In the thread header, open Add tag.
2. Choose the tag.

The tag appears in the thread header and on the conversation’s row in the list. Rows show up to three tags. To remove a tag from a conversation, select the tag in the thread header or in the contact panel. To tag many conversations at once, use Bulk then Tag… (see Act on several conversations at once).

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Add internal notes

Internal notes let your team record context, such as what was agreed on a call. Notes are visible to your team only. Flowella never sends them to the customer.

1. Open the conversation and select the contact’s name in the thread header.
2. In the contact panel, under Notes, type in Add a note….
3. Select Add note.

Notes appear newest first, with the time they were added. Everyone in your organisation who opens the conversation can read them. You can delete only notes that you wrote. To delete one, select Delete under the note.

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Act on several conversations at once

Use the Bulk menu to close, assign or tag many conversations in one go. You can act on up to 200 conversations at a time.

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Move through conversations with the keyboard

1. Select a conversation in the list, or press Tab until a conversation row is focused.
2. Press the Down arrow or Up arrow key to open the next or previous conversation.
3. Press Enter or Space to open the focused conversation.

In the composer, Enter sends your message and Shift+Enter adds a new line.

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Share a link to a conversation

While a conversation is open, the address in your browser points to it. Copy the address and send it to a teammate. When they open the link, Flowella opens the same conversation, in Closed if it has been closed. Your teammate needs to be a member of your organisation. If the conversation isn’t on that WhatsApp number, they see “Conversation not found on this WhatsApp channel.”

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Troubleshooting

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