Viewing and Managing Chats
Find and read Una's conversations with guests, listen to calls, translate, download and tag.
On this page
Conversations shows everything guests and Una said to each other, on every channel. Use it to check what happened, listen to calls and mark conversations for your team. You can't reply to guests from this page. To answer a guest yourself, use the phone number or email shown on the conversation, or reply in your PMS inbox.
To open it, click your agent in the sidebar, then Conversations. The list is on the left, and the open conversation is on the right. The list starts with this week's conversations, with the one where the guest wrote or spoke last open. On a phone you see the list first: tap a conversation to open it, and use the back arrow to return.
Finding a Conversation
Each row shows an icon for the channel, the guest's name or the first words of the conversation, their phone or email when known, the call length and any tags. Scroll down to load more.
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Search: click the magnifier and type in Search by phrase .... It looks for your words in the messages. A guest's name, phone number or email is found only if it was written in the conversation or Una saved it for your team. The search covers the selected period only, so to look further back, change the period first.
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Tags and Filters: narrow the list by tag, period, channel or type. See Chat Sources and Filters.
A conversation is in the period if the guest wrote or spoke in it during the period, even if it started earlier. The one with the latest guest message is at the top, so an older conversation, such as a PMS inbox thread, moves up when the guest writes again. With Show Empty Conversations on, the list also shows conversations that started in the period, even if the guest didn't write or speak in it.
Reading a Conversation
Guest messages are on the right and Una's replies are on the left. Times are in your agent's time zone. The circular arrow above the thread loads messages that arrived while you had the conversation open.
You may also see:
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Messages starting with [Manager]: your team's replies, in conversations from your PMS inbox or WATI. Your team writes these there, not here. Automatic messages from your PMS start with [Automated message]. See How Una Replies in Your PMS Inbox.
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Redirected chat and Original chat buttons: the guest was passed from one of your agents to another. Click to open the other conversation.
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Guest unsubscribed (STOP): the guest replied STOP to an SMS, and Una can't text them until they send START, shown as Guest resubscribed (START).
Calls
A call shows as a transcript, whether it came through the website chat, the phone or WhatsApp. A line at the end says how the call ended, for example Customer ended the call, The assistant ended the call (the assistant is Una), The call was forwarded or Call ended due to silence.
To listen, click the play button above the thread.
Downloading
One conversation: click the download button above the thread, then Download Text or Download Recording.
All conversations: click the download icon next to the period at the top of the list. You get one text file with every conversation that matches your filters. The search phrase isn't applied.
Translating
Click the translate button above the thread (Translate Conversation). The messages appear in the Language set in your personal account settings. Click it again to see the originals. The guest doesn't see any of this.
Tags
Tags help your team mark conversations, for example by topic or follow-up.
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To add a tag: click + next to the tag icon, then pick a tag or type a new one and click Create.
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To remove a tag: hover over it and click the ×.
Members with the Readonly role can see tags but can't change them.
If Something Is Missing
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The list is empty or a conversation isn't there: widen the period in Filters. Conversations without a message from the guest are hidden, so turn on Show Empty Conversations to see them.
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There's no play button: this conversation has no recording.