Knowledge Base

To access the Conversations screen, first log in to the panel using your user credentials at app.jetlink.io. Then, click on this link: https://app.jetlink.io/Conversations/Main

The "Conversations" screen is a centralized panel where you can view and manage all conversations with your customers in one place. Through this screen, you can track customer requests instantly, respond quickly, and manage customer interactions more efficiently.

The Conversations screen offers various tools to enhance your user experience and simplify customer communication.

On the screen below, you can manage conversations by categorizing them into different sections. Different tabs such as Inbox, Unassigned and Assigned Conversations, Resolved or Unresolved Requests help you organize the customer communication process more effectively.

You can access a specific conversation by entering the conversation number in the search box at the top. This allows quick access to the conversation content and makes it easier to view past messages.

Inbox: The main area where all customer conversations arrive. Here, all conversations are displayed without any filtering.

Unassigned: The section where conversations that have not yet been assigned to a representative are located. These conversations are waiting for the support team to handle them.

Assigned: The section where conversations that have been assigned to a representative are located. These conversations are actively being followed by a representative.

Resolved: The section where conversations that have been resolved and closed are stored.

Unresolved: The section where open conversations that have not yet been resolved are located.

JetBot: The section where conversations answered by JetBot (the automated response system) and not yet assigned to a representative are stored.

Archive: The section where all completed and archived conversations from the past are stored. These conversations are no longer active but can be viewed from the archive if needed.

Now, let's examine the sections available on the conversation screen.

Reopen: Used to reopen a previously closed or resolved conversation. When the conversation is reopened, it is no longer in the "Resolved" status and becomes active again. This is useful when a customer sends a new message or when the support team needs to review the conversation again.

User: This section provides access to detailed information and various features related to the user (customer). Clicking here allows you to view the customer profile, contact details, previous conversations, and other relevant features.

For more detailed information about the User Information section, you can review our document [here].

The first section at the bottom of the screen, Saved Responses, helps speed up customer support processes and improve efficiency. Through this section, you can provide customers with quick and accurate information while ensuring consistent communication.

For more information on editing, deleting, or disabling saved responses, please refer to our help document: https://help.jetlink.io/saved-replies/kayitli-cevaplar.

Select from the list or navigate using the arrow keys and press Enter.

You can edit the response added to the message field or send it directly.

To attach files to conversations:

Select the file you want to send from your computer.

The file will be added to the message field; then, press the send button to share it.

To add emojis to conversations:

Select the desired emoji from the panel.

The selected emoji will be added to the message box.

Send your message.

✅ You will soon be able to quickly access frequently used emojis from the "Recently Sent" section.

✅ You can filter emojis by category using the category icons.

Used to indicate that a conversation with the customer has been completed and resolved.

When a conversation is marked as Resolved, it is moved to the Resolved tab and separated from active conversations.

If a conversation was resolved by mistake, you can use the Reopen option to make it active again.

The Assign button is used to direct a conversation to a specific representative.

Click the button and select the relevant representative from the list that appears.

The assigned conversation is moved to the Assigned tab, where it awaits a response from the selected representative.