Conversations & team

Master a conversation: reply, assign and change the status

📍 Where to find it: Inbox → (click on a conversation) The conversation is the central screen where you talk with a customer, whatever the channel (website chat, WhatsApp, email…). There you reply, change the status, assign the discussion and organize the team's work. How it works Every incoming message from a customer creates or continues a conversation tied to their contact record. You type your reply in the bottom area and it goes out through the same channel. The status (Open, Pending, Resolved) helps you know what is left to handle. Everything is synced in real time across agents. Step by step 1. Open "Inbox" in the left-hand menu, "Reply to customers" section. 2. Click on a conversation in the list to open it. 3. Type your message in the reply area at the bottom, then send (Enter or the "Send" button). 4. To write without sending to the customer, switch to the "Private note" tab: only your team sees it. 5. At the top of the conversation, use the "Resolve", "Pending" (snooze) or "Reopen" buttons to manage its status. 6. In the right-hand panel, choose the responsible agent ("Assigned to"), the team and the priority. Good to know - "Resolve" closes the conversation: it disappears from the open conversations queue but stays available to view. - The "Assign to me" button takes the conversation on in one click. - Private notes are perfect for leaving context for a colleague without bothering the customer.

Set a conversation's priority (urgent, high, medium, low)

📍 Where to find it: Inbox → (open a conversation) → right-hand panel → "Priority" Priority flags your most important conversations so your team handles what's urgent first. How it works Each conversation can be given a level: Urgent, High, Medium, Low, or none. The chosen level shows on the card in the list and can be used to filter or sort. You can change it at any time, and it's shared with the whole team. Step by step 1. Open a conversation from "Inbox". 2. In the right-hand panel, find the "Priority" selector. 3. Choose the level you want (Urgent, High, Medium, Low) or "None". 4. The change is saved instantly and visible to other agents. Good to know - Combine priority with filtered views to see only urgent cases. - Priority sends nothing to the customer: it's an internal marker.

Leave a private note for your team in a conversation

📍 Where to find it: Inbox → (open a conversation) → reply area → "Private note" tab Private notes are internal messages, invisible to the customer, used to share context or ask a colleague for help. How it works In the reply area, a "Private note" tab replaces sending to the customer with a message visible only to agents. You can mention a colleague to notify them. The note appears in the thread on a colored background so it's clearly distinct from a real reply. Step by step 1. Open a conversation from "Inbox". 2. In the reply area at the bottom, click the "Private note" tab. 3. Type your message; type @ to mention a colleague and notify them. 4. Send: the note stays internal and is never passed on to the customer. Good to know - Always check that you're on "Private note" and not "Reply" before writing a confidential message. - Mentioning an agent (@) sends them a notification.

Add participants (watchers) to a conversation

📍 Where to find it: Inbox → (open a conversation) → right-hand panel → "Participants" Participants are agents who follow a conversation without being responsible for it: they receive its notifications even if they aren't the assigned agent. How it works You add one or more colleagues as watchers of a conversation. They are then notified of new messages and notes. This is useful for involving an expert or a manager without handing over responsibility for the case. Step by step 1. Open a conversation from "Inbox". 2. In the right-hand panel, find the "Participants" section. 3. Click the settings icon, then check the agents to add as watchers. 4. Click "Watch this conversation" to add yourself. Good to know - Being a participant ≠ being assigned: the assigned agent remains responsible for the case. - Ideal for letting a manager keep an eye on a sensitive case.

Create and use labels to organize your conversations

📍 Where to find it: Settings → Labels (creation); Inbox → (open a conversation) → right-hand panel → "Conversation labels" (applying) Labels are colored keywords (for example "Complaint", "Quote", "VIP") that you stick on conversations to sort, filter and trigger targeted actions. How it works First you create the list of labels in Settings (name, description, color). Then, in any conversation, you apply one or more labels. They form the basis for filters, saved views, campaigns and automations. Step by step 1. Go to "Settings" (bottom of the menu) → "Data" group → "Labels". 2. Click the add button, enter a name, a description and choose a color, then save. 3. Open a conversation from "Inbox". 4. In the right-hand panel, "Conversation labels" section, select the labels to apply. Good to know - Keep your list of labels short and clear so the whole team uses them the same way. - Labels then feed filters, WhatsApp campaigns and automations.

Filter your conversations and save custom views

📍 Where to find it: Inbox → "Filter" button (at the top of the list) → "Save view" Filters let you show only the conversations that match certain criteria (status, label, agent, priority, channel, etc.). Once you've found a useful filter, you can save it as a reusable "view". How it works You combine several conditions to narrow down the conversation list. By clicking "Save view", the filter becomes a shortcut that appears in the menu and that you can return to with one click. Views are specific to your workspace and make daily work easier. Step by step 1. Open "Inbox". 2. Click "Filter" at the top of the conversation list. 3. Add one or more conditions (e.g. Status = Open, Label = Complaint, Priority = Urgent). 4. Click "Save view", give it a name, then confirm. 5. Find your saved views in the menu to return to them with one click. Good to know - For example, create a "My urgent cases" view (assigned to me + priority Urgent). - You can delete a saved view at any time if it's no longer useful.

Handle several conversations at once (bulk actions)

📍 Where to find it: Inbox → tick several conversations in the list → bulk actions bar Bulk actions let you change several conversations at once: assign them, resolve them, snooze them, add a label or hand them to a team. How it works When you hover over conversations, a checkbox appears. As soon as you select several, an actions bar shows at the bottom of the screen. You then choose an action that applies to all the ticked conversations in a single operation. Step by step 1. Open "Inbox". 2. Hover over a conversation and tick the checkbox that appears; tick several. 3. In the bar that shows at the bottom, choose the action: assign an agent, assign a team, add a label, resolve, reopen or snooze. 4. The action applies instantly to all the selected conversations. Good to know - Handy for tidying up at the end of the day (resolve in bulk). - Use "Select all" to act on an entire filtered view.

Canned responses: insert a message with a shortcut

📍 Where to find it: Settings → "Conversation" group → "Canned Responses" Canned responses are ready-made messages linked to a short code. In a conversation, you type the code to instantly insert the full text and save time on frequent questions. How it works Each response has a "short code" (e.g. /hours) and some content. In the reply area, you type "/" followed by the code and the text is inserted automatically. Responses are shared at the account level, so the whole team replies with the same wording. Step by step 1. Go to "Settings" → "Conversation" group → "Canned Responses". 2. Click the add button, enter a short code (for example hours) and the message content, then save. 3. In a conversation, place your cursor in the reply area and type "/" followed by the start of the code. 4. Select the suggested response to insert the full text. Good to know - Choose short codes that are simple and easy to remember. - Ideal for greetings, opening hours, return policies, and recurring information requests.

Email reply templates (subject, body and variables)

📍 Where to find it: Inboxes → (open an email inbox) → "Templates" tab Reply templates are reusable standard emails, with variables like the customer's name, ready to insert into the reply area in one click. They are separate from canned responses and designed for email inboxes. How it works An admin creates templates (name + body) that can contain variables in double curly braces (for example the contact's name, their email, the agent's name). When replying, you open the template picker; the variables are automatically replaced with the real values at the moment of insertion. Step by step 1. Go to "Inboxes" (settings, "Channels & configuration" section). 2. Open an email-type inbox and then go to the "Templates" tab. 3. Click to add a template: give it a name and write the body. 4. Insert variables using the buttons provided (contact's name, contact's email, agent's name) and save. 5. In an email conversation, open the template picker from the reply area and choose your template: the variables fill in automatically. Good to know - Variables are replaced only on insertion: check the result before sending. - Creating/editing templates is reserved for admins; agents can insert them.

Macros: chain several actions in one click

📍 Where to find it: Settings → "Conversation" group → "Macros" A macro is a series of pre-programmed actions that you run on a conversation with a single click (for example: assign to a team, add a label, send a message and resolve). How it works You build the macro by stacking draggable steps. Available actions include: assign/remove an agent or a team, add/remove a label, send a message, add a private note, send an attachment, change the priority, mute, snooze, resolve, send the transcript by email, or trigger a webhook. You choose whether the macro is visible to everyone (global) or personal, then you run it from the right-hand panel of a conversation. Step by step 1. Go to "Settings" → "Conversation" group → "Macros". 2. Click to create a macro and give it a name. 3. Add the steps one by one (assign a team, add a label, send a message, resolve, etc.) and reorder them by drag and drop. 4. Choose the visibility: "Global" (whole team) or personal, then save. 5. In a conversation, open the right-hand panel and run the macro to execute all the actions at once. Good to know - Macros are perfect for repetitive procedures (e.g. closing a ticket with a thank-you message). - The "Send a webhook event" action lets you notify another tool. - Test your macro on one conversation before rolling it out to the whole team.

Custom attributes: add your own fields to conversations and contacts

📍 Where to find it: Settings → "Data" group → "Custom Attributes" Custom attributes are tailor-made fields that you add to your conversations or your contacts (for example "Order number", "Source", "Appointment date") to store information specific to your business. How it works You create an attribute by choosing what it applies to (Conversation or Contact) and its type (text, number, link, date, dropdown list or checkbox). It then appears in the right-hand panel of conversations or on the contact record, where you fill it in. These fields can be used as filters and as variables. Step by step 1. Go to "Settings" → "Data" group → "Custom Attributes". 2. Click to add an attribute. 3. Choose the model (Conversation or Contact) and the type (Text, Number, Link, Date, List, Checkbox). 4. Give it a name (and the list values if it's a List type), then save. 5. Fill in the value in a conversation's panel or on a contact record. Good to know - The "List" type forces a choice from predefined values: handy for keeping data reliable. - Conversation attributes can be made mandatory via the Conversation workflow.

Conversation workflow: mandatory fields and automatic resolution

⏳ Coming soon. This feature is arriving shortly in Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Conversation" group → "Conversation workflow" The conversation workflow brings together global rules about a conversation's life cycle: making certain attributes mandatory before resolving, and automatically resolving inactive conversations. How it works You can require that certain attributes (e.g. reason for contact) be filled in before a conversation can be marked as resolved. You can also enable automatic resolution of conversations left without activity beyond a certain delay. These settings apply to the whole account. Step by step 1. Go to "Settings" → "Conversation" group → "Conversation workflow". 2. To require information: enable "Mandatory attributes" and choose the attributes required before resolution. 3. For automatic cleanup: enable automatic resolution and set the inactivity delay. 4. Save: the rules apply to all conversations. Good to know - Some options depend on features being enabled on your account. - Automatic resolution prevents forgotten conversations from piling up.

Create teams to distribute conversations

📍 Where to find it: Settings → "Account" group → "Teams" Teams group agents together (for example "Support", "Sales", "After-sales") so you can assign a conversation to a group rather than to a single person. How it works You create a team, choose whether it automatically assigns conversations to its members, then you add agents to it. After that, in a conversation, you can assign it to the team; it also appears as a filter and in the navigation so you can see the group's work. Step by step 1. Go to "Settings" → "Account" group → "Teams". 2. Click to create a team: name, description and auto-assignment option. 3. In the next step, add the agents who are members of the team. 4. Finish the setup. 5. In a conversation, use the "Team" selector in the right-hand panel to assign it to this group. Good to know - Enable auto-assignment to automatically distribute new conversations among the members. - Team management is reserved for admins.

Invite and manage your team's agents

📍 Where to find it: Settings → "Account" group → "Agents" Agents are the people who reply to customers in Madyis Hub. This screen lets you invite new colleagues, assign them a role and manage existing accounts. How it works You invite an agent by email and assign them a role (Administrator, Agent, or a custom role). The agent receives an invitation to confirm. Until they confirm, their status is "pending verification". The list shows each person's role, email and availability. Step by step 1. Go to "Settings" → "Account" group → "Agents". 2. Click the add-agent button. 3. Enter the name and email, choose the role (Administrator, Agent or a custom role), then send the invitation. 4. The agent confirms via the email they receive; their status then changes from "pending" to "verified". Good to know - The number of agents may depend on your plan: see billing. - An administrator has all rights; an agent has limited access to conversations. - You cannot remove the last verified administrator of the account.

Custom roles: fine-tune agents' permissions

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Custom roles" Custom roles let you create tailor-made permission profiles, beyond the standard Administrator and Agent roles, to give each colleague exactly the access they need. How it works You create a role with a name, a description and a selection of permissions: manage all conversations, manage unassigned conversations, manage conversations you are participating in, manage contacts, manage reports, manage the knowledge base. You then assign this role to an agent from their profile. Ticking "manage all conversations" automatically adds the unassigned and participating rights. Step by step 1. Go to "Settings" → "Account" group → "Custom roles". 2. Click to create a role: name and description. 3. Tick the permissions to grant (conversations, contacts, reports, knowledge base). 4. Save, then go to "Agents" and assign this role to an agent via their edit profile. Good to know - Feature reserved for higher plans (may be blocked depending on your offer). - Useful for granting "read/reports only" or "contacts only" access.

Assignment rules: automatically distribute conversations

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Assignment / Capacity" → "Assignment" Assignment rules automatically distribute new conversations among agents according to a chosen logic, to prevent one agent from being overwhelmed while others are free. How it works You define an assignment policy with an order (round robin, taking turns, or "balanced" to smooth out the load) and a priority (the oldest created conversation, or the one that has been waiting the longest). The policy applies to the chosen inboxes/teams and assigns conversations without manual intervention. Step by step 1. Go to "Settings" → "Account" group → "Assignment / Capacity". 2. Open the "Assignment" section and click to create a policy. 3. Choose the assignment order (round robin or balanced) and the priority criterion (created earliest or waiting longest). 4. Link the policy to the relevant inboxes or teams and save. Good to know - Advanced feature that may be reserved for certain plans. - Combine it with agent capacity so you don't overload the most active agents.

Agent capacity: limit the number of conversations per person

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Account" group → "Assignment / Capacity" → "Capacity" Agent capacity sets a maximum number of active conversations an agent can receive at the same time, to maintain service quality and avoid overload. How it works You create a capacity policy defining the maximum number of simultaneous conversations, optionally by label/type. Combined with automatic assignment, it prevents new conversations from being assigned to an agent who has already reached their limit: they then go to an available colleague. Step by step 1. Go to "Settings" → "Account" group → "Assignment / Capacity". 2. Open the "Capacity" section and click to create a policy. 3. Set the limit of simultaneous conversations (global and/or per label). 4. Save, then link this policy to your assignment rules. Good to know - Advanced feature, potentially reserved for certain plans. - It only has a real effect when combined with automatic assignment.

SLA: set response and resolution times

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Conversation" group → "SLA" An SLA (service-level agreement) defines the times to meet: first response time, next response time and resolution time. Madyis Hub alerts you when a deadline is exceeded. How it works You create an SLA policy by entering thresholds (in minutes, hours or days) for the first response, subsequent responses and resolution. You can count only during your business hours. A conversation linked to this SLA is monitored; breaches generate alerts and can appear in reports and notifications. Step by step 1. Go to "Settings" → "Conversation" group → "SLA". 2. Click to create a policy: give it a name and a description. 3. Fill in the thresholds: first response time, next response time and resolution time (and the unit: minutes/hours/days). 4. Enable "only during business hours" if needed, then save. 5. Apply the SLA to the relevant conversations (by inbox or by rule). Good to know - Advanced feature that may be reserved for certain plans. - Enable SLA notifications (email/push) in your preferences to be warned of breach risks. - Leave a field empty if you don't want to set that particular deadline.

Agent bots: connect an external robot to your conversations

📍 Where to find it: Settings → "Conversation" group → "Bots" An agent bot is an external program (via webhook) that can receive the messages of an inbox and reply to them automatically, for example for a custom scenario built by a provider. How it works You declare a bot by giving it a name, a description and a webhook URL. Madyis Hub generates an access token and a secret that your developer uses to secure the exchanges. The messages from the linked inbox are sent to the bot's URL, which can return replies in the conversation. Step by step 1. Go to "Settings" → "Conversation" group → "Bots". 2. Click to create a bot: name, description and webhook URL (provided by your developer). 3. Save: copy the access token and the secret displayed (to pass on to the developer). 4. Link the bot to the desired inbox in that inbox's settings. Good to know - Requires a specifically built external service: this is not the built-in AI Agent of Madyis Hub. - For a simple automatic reply without code, use the AI Agents instead. - Keep the secret in a safe place; you can reset it from the bot's profile.