A chat marked Done comes back when the customer sends a new message. The inbox opens it again by itself, as In progress, so the new message is not missed.
Where to find it
You see it in Admin › CRM › Inbox › Inbox: the chat leaves the Done tab and shows again among the chats that wait for an answer.
How it works
- A seller marks a chat Done (or Order confirmed / Order cancelled). It stops waiting for an answer.
- Later the customer writes again, for example "Has my parcel left?".
- The chat opens again with the status In progress.
- It goes back to the same seller. A customer stays with their seller.
- If that seller has stopped work (not Available, or switched off), the chat goes to a seller who is working now. If nobody else is working, it stays with the first seller.
Example: at Rangdhanu Fashion, Mitu closed a chat with Done on Monday. On Wednesday the customer asks for a second dress. The chat comes back to Mitu's list as In progress, with the whole old conversation above the new message.
Good to know
- Nothing is lost. The old messages, the category and the tags stay on the chat.
- The answer clock starts again for the new message, as for any waiting chat.
- Chats in Waiting for customer or Follow-up also go back to In progress when the customer writes.
- To open a chat yourself, open it and press Open again.
Common problems
- The chat came back to another seller. Its seller was not working when the message came. The office can move it back if needed.
- I keep closing the same chat. That is normal for a returning customer: answer, then press Done again.
Related
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