Conversations

Conversations in Convonite are used to log meaningful discussions that take place between your business and a Contact inside a Chat. They act like journal entries, capturing the context, purpose, and outcome of any focused exchange—whether it’s an enquiry, a support issue, or a price negotiation.

By recording these details, your team can maintain a clear history of customer interactions, ensuring everyone stays aligned and has easy access to the background of why a customer reached out and what was discussed. This creates continuity, reduces repetition, and helps deliver a seamless customer experience.

What Is a Conversation?  

A Conversation in Convonite is a topic-based log of communication that helps capture the essence of an interaction with a customer. It could be something like “Product Pricing Discussion” or “Complaint Resolution.”

Every Conversation is:

• Linked to a Chat and a Contact so the context is always preserved.

• Created manually by team members to record key business discussions that matter.

• Not a standalone module but listed under each Chat or Contact for easy access and continuity.

This structure ensures that important exchanges are documented, searchable, and tied to the right customer interaction.

Key Properties of a Conversation  

Each Conversation has the following fields:

When to Use Conversations  

Conversations are most useful when you want to log, track, and retain meaningful interactions with your customers beyond just the chat messages.

• Log the reason and result of a customer’s message – Instead of scrolling through a long chat history, you can quickly see why the customer reached out and what the outcome was.

• Capture important discussions for future reference – Helps preserve details of enquiries, complaints, or negotiations so your team doesn’t miss critical context.

• Keep a history of issues or follow-ups related to the Contact – Useful when the same customer comes back later; you can review past conversations to provide continuity.

• Help new team members get up to speed quickly – Conversations act like a summary journal so new or backup agents can understand past discussions without needing to read entire chat threads.

Example:
A customer asks for a quotation. You respond with pricing details and then log a conversation with the subject "Pricing Enquiry for Plan A". Once the discussion is resolved, you mark the conversation as Closed.

How to Add a Conversation  

1. Open the relevant Chat – Go to the chat thread where the discussion happened.

2. Click “+ New” – Starts a new entry.

3. Fill out the form with:

• Subject & Summary – A short title and brief explanation of the discussion.

• Start & End Times – When the conversation began and ended.

• Purpose – Select the reason (e.g., Enquiry, Feedback, Issue).

• Additional details – Add First/Last Message if needed.

4. Save – The new conversation is logged under that Chat or Contact.

You can view Conversations in three places: under the respective Chats, within the related Contacts, and in the dedicated Conversations tab for a consolidated view.

Chat Closure Requirement

• Your admin may require logging a Conversation before closing a Chat.

• This ensures that every Chat has a clearly documented purpose.

• It also guarantees that no important customer interaction is left undocumented.

Follow-up Tasks

• When saving a Conversation, you can create a follow-up task for yourself or another teammate.

• This helps in keeping track of pending actions.

• It also ensures that no lead, enquiry, or issue slips through without proper follow-up.

Summary