We're happy to announce an update to chats. Each chat now has a status that shows whose turn it is to reply – your team's or the client's. Conversations where the client hasn't replied for a while are completed automatically, and fraudulent messages can be moved to a separate spam folder.
All of this helps you respond to requests faster and avoid missing clients who are waiting for a reply.
Four statuses instead of two
Previously, all open chats looked the same, so new chats, chats where the client wrote again, and chats you had already replied to had to be opened one by one. Now each chat has one of four statuses: New, Reply needed, Replied, or Completed.
The status changes automatically depending on who wrote last. If the client's issue is already resolved, you can complete the chat manually – it will reopen as soon as the client writes again.
Chats where it's your team's turn to reply are also highlighted in the list. For example, an employee starting their shift selects New and Reply needed in the filter and immediately sees all clients waiting for a reply, without opening each chat.
Also, the counter in the menu now includes only chats with unread messages – just like in the messaging apps you're used to. For example, if a client wrote Thank you after the conversation and you have already read this message, the chat won't be added to the counter.
Inactive conversations are completed automatically
It often happens: a client asks a question, a manager replies, and the client doesn't respond. Such chats with the Replied status are now completed automatically – by default, 24 hours after the last message – so that only relevant conversations remain in the list.
For chats with the New and Reply needed statuses, auto-completion is disabled by default, but you can set it up. This is useful if not every message needs a reply or if it has already been answered through another channel. Both settings and the period are configured separately for each channel.
You won't miss anything important: as soon as the client sends a new message, the chat will return to the main list.
Please note: right after the update, existing chats where the client hadn't replied for more than 24 hours were completed. This cleared the list of conversations that had effectively already ended.
Spam, separate from client conversations
Scammers often message businesses on Instagram and Facebook, and among regular chats such a message can easily be mistaken for a genuine one. Now a suspicious chat can be marked as spam: it will disappear from the list for your whole team and will no longer send notifications.
You can view these chats or restore one marked by mistake at any time using the Spam filter.
We've explained in detail how to change statuses manually, set up auto-completion, and work with filters in our guide to chat statuses. If you still have questions, please reach out to us in the support chat.