Manage conversations by handling user inquiries, sending messages and media, creating orders, and guiding users through specific flows. Efficiently handle unresponsive users, easily assign conversations, and close resolved issues.
Send Messages to the User
- Click on the Message field.
- Start typing your message for the user.
- Press Enter or click "Send Message" to send it.
- For a new line, press Shift + Enter.
Send Media
- Click on the three dots (...) to access media options.
- A modal will appear with media options (images and attachments).
- Select the desired media to send.
Create Order
If the conversation leads to a purchase or service request, use the platform's order creation feature to initiate the process.
Send Specific Flow
Send the user back to an automated conversation using the "Send Flow" (Jump to). Choose the flow you want to send, select the flow, and the bot will handle the conversation from then on.
Assign Conversations to Teammates and Teams
Manually Assign Conversations
When you need to pass a conversation to someone else you can quickly assign the conversation to the best teammate or team who can answer it. There are three different ways to do that in Hulul.
- Use the "unassigned" drop-down.
- Select the teammate or team.
Assigning Conversations to a Teammate
When you manually assign a conversation to a specific teammate, the teammate will receive it in his Inbox.
Note: A green dot means you're active and ready to receive new conversations. A red dot means you're away and temporarily occupied with other tasks.
Assigning Conversations to a Team
Assigning a conversation to a team will remove the teammate assignment, so it can be picked up from that team’s Inbox at the right time, or assigned automatically by Auto Assign Conversations.
Note: When Auto Assign Conversations is enabled:
- If all team members are offline, conversations will be sent to the team Inbox for shared responsibility. To be picked up from that team’s Inbox manually.
- When all members are online, the system assigns conversations based on member workload for balanced distribution.
Close a Conversation
After resolving a conversation to the user's satisfaction, mark it as "Closed" in the Inbox. Closed conversations can be reopened as needed.
Note: Closing a conversation at the right time helps ensure your team’s Conversation closed rate displays accurately in your Inbox reports.
Reopen Conversations
Click the button to initiate the action, and once clicked, the button will turn blue.
Note: Reopening and Responding: You can reopen closed conversations on different channels within varying timeframes:
- Facebook: Reopen and respond within seven days of the user's inquiry.
- WhatsApp: Reopen and respond within 24 hours of the user's inquiry. Webchat: Reopen and respond within 48 hours of the user's inquiry.
- Instagram: Reopen and respond within 72 hours of the user's inquiry.
- Twitter: Reopen and respond within 48 hours of the user's inquiry.
Drop Conversation
If the user is unresponsive:
- Drop the conversation from your assigned queue to manage it efficiently.
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