Conversations & Team

Managing a conversation

Your entire relationship with customers happens in the conversation screen. It is your unified inbox: every channel (website chat, email, WhatsApp, and so on) lands in the same place. Here is how to find your way around. The three areas of the screen When you open a conversation, the screen splits into three parts. - On the left — the conversation list. All ongoing discussions. Click a line to open it. - In the center — the conversation thread. Every message exchanged with the customer, oldest to newest. This is where you reply. - On the right — the contact panel. Information about the person (name, email, phone), their previous conversations, and useful details. Conversation statuses Each conversation has a status showing where it stands. You change it at the top of the conversation. - Open — the conversation is active and waiting for action from your team. - Pending — you have replied and are waiting for the customer (or some information). The conversation is set aside without being closed. - Resolved — the request is handled. The conversation leaves the open list. Tip: mark a conversation as Resolved as soon as it is done. Your list stays clean and you can see at a glance what is left to handle. Assigning to an agent or a team To give a conversation a clear owner, assign it. 1. Open the conversation. 2. In the right panel (or the top bar), find the Assigned agent field. 3. Choose the agent who should handle it. 4. You can also assign it to a whole team (for example Sales or Support) using the Team field. Labels What it is for: labels let you sort your conversations by topic — for example "refund", "delivery", "bug". You can then filter conversations by label to stay organized. 1. Open a conversation. 2. In the right panel, find the Conversation Actions section, then the Labels field. 3. Type or pick a label to add it. Reply or private note: the key difference In the editor at the bottom of the thread, you have two modes. Do not mix them up. - Reply — the message goes to the customer. They see it. This is what you use to answer. - Private note — the message stays visible to your team only. The customer never sees it. Perfect for an internal comment, a heads-up to a colleague, or a detail to remember. Always check you are in the right mode before sending. A private note usually appears with a different background color to prevent mistakes.

Inviting and managing your team

Working with a team? Invite your colleagues so they can handle conversations alongside you. Each person gets their own account. Invite a teammate 1. Go to Settings → Agents. 2. Click Add agent. 3. Enter their name and email address. 4. Choose their role: Administrator or Agent (see below). 5. Confirm. The person receives an invitation email with a link to set their password. The invitation arrives by email. If your colleague does not see it, ask them to check their spam folder. The two roles Madyis Hub offers two access levels. Choose based on what the person needs to do. - Administrator — full access. They can manage inboxes, invite or remove agents, change settings, and view reports and billing. Reserve this for trusted people who run the account. - Agent — handles day-to-day conversations. They reply to customers, assign, label, and resolve conversations, but cannot touch sensitive account settings. Edit or remove an agent 1. Go back to Settings → Agents. 2. Find the person in the list. 3. Use the actions next to their name to change their role or remove them from the account. Remember to remove access right away when someone leaves your company.

Creating teams

What it is for: a team groups several agents around a topic — for example Support, Sales, or Tech. You can then send a conversation to the whole team instead of a single person. Handy when several colleagues share the same kind of requests. Create a team 1. Go to Settings → Teams. 2. Click Create a team. 3. Give it a clear name (e.g. "Support", "Sales") and a short description. 4. Turn on auto-assignment if needed (see below). 5. Move to the next step and add the agents who belong to the team. 6. Confirm. Auto-assignment When auto-assignment is on for a team, a conversation sent to that team is automatically assigned to one of its available agents. No one needs to pick it up manually: the work shares itself out. If you leave auto-assignment off, the conversation lands in the team's queue and an agent picks it up manually. Routing conversations to a team Once your teams exist, you can route conversations to them in two ways. - Manually — in a conversation, pick the team in the Team field of the right panel. - Automatically — with an automation rule (see the article "Automate with rules"). For example: "if a conversation has the order label → assign it to the Sales team".

Automate with rules

What it is for: automations do the repetitive work for you. You set a rule like "if this happens, then do that". For example: "if a WhatsApp conversation is created → assign it to Michael". No need to think about it — it just happens. Create a rule 1. Go to Settings → Automation. 2. Click Add automation (or "Create"). 3. Give your rule a name so you recognize it later. 4. Choose the trigger (the "if…" event). 5. Add one or more conditions to fine-tune when the rule applies. 6. Choose the action(s) (the "then…"). 7. Save. The rule now runs automatically. Triggers (the "if…") The trigger is the event that starts the rule. The main ones are: - Conversation created — the moment a new conversation arrives. - Conversation updated — when something changes (status, assignment, label…). - Message received — on every new message from a customer. Actions (the "then…") The action is what Madyis does automatically. You can chain several: - Assign the conversation to an agent or a team. - Add a label. - Change the status (open, pending, resolved). - Send a message, a private note, and other actions depending on your needs. A full example If a conversation is created and the channel is WhatsApp, then assign the conversation to Michael and add the "urgent" label. Tip: start with simple rules, test them on a few conversations, then refine. You can turn a rule off at any time without deleting it.

Canned responses and macros

Do you often type the same reply? Do you always perform the same steps to close a conversation? Madyis Hub offers two tools to save you time: canned responses and macros. Canned responses What it is for: these are ready-made messages you save once and reuse as often as you like — for example "Hello, thanks for reaching out…" or your opening hours. Create a canned response 1. Go to Settings → Canned responses. 2. Click Add canned response. 3. Choose a short shortcut (e.g. "thanks") and write the message content. 4. Save. Use it in a conversation 1. Place your cursor in the reply editor at the bottom of the thread. 2. Type the / (slash) key. 3. The list of your canned responses appears. Find the one you want (by its shortcut) and select it. 4. The text drops into your message. Edit it if needed, then send. The "/" works right inside the reply box. It is the fastest way to insert a prepared message. Macros What it is for: a macro chains several actions into a single click. Instead of assigning, labeling, and resolving a conversation one step at a time, you run a macro that does it all at once. Create a macro 1. Go to Settings → Macros. 2. Click Add macro. 3. Give it a clear name (e.g. "Close a refund request"). 4. Add the actions to chain, in order: for example add a label, assign to a team, send a canned response, then set the conversation to Resolved. 5. Save. Run a macro 1. Open a conversation. 2. In the right panel, find the Macros section. 3. Click the macro you want: all its actions run at once.

Business hours and away message

What it is for: business hours show when your team is reachable. Outside those hours, your customers see an away message on your website chat widget. They know what to expect, even when no one is online. Set your hours 1. Go to Settings → Inboxes. 2. Click the inbox concerned (for example your website chat). 3. Open the Business Hours tab. 4. Turn on availability during business hours. 5. Choose your time zone. 6. For each day of the week, enable or disable availability and set the start and end time (or "All day"). 7. Write the unavailable message shown to visitors outside hours (e.g. "We are closed. Leave us a message and we'll reply when we reopen."). 8. Save the settings. Double-check the time zone: it determines when your hours actually apply. The away message Outside your opening hours, the chat widget shows your away message and invites the visitor to leave their contact details. You then find their request in your inbox and reply as soon as you are back. Link with your AI agent Your business hours are not just for the away message: they also inform your Madyis AI agent. The AI knows whether you are open or closed at the moment a customer writes, and can adapt its reply accordingly. Setting accurate hours therefore makes both your widget and your AI more consistent with how your business actually runs.

Measure satisfaction (CSAT)

What it is for: CSAT (Customer Satisfaction) is a short survey sent automatically to your customer once their conversation is resolved. They rate their experience, which lets you measure the quality of your support and spot what to improve. Turn on the CSAT survey The survey is enabled per inbox. 1. Go to Settings → Inboxes. 2. Click the inbox concerned. 3. Open the CSAT tab. 4. Turn on Enable CSAT. 5. Save. From now on, when a conversation in this inbox is set to Resolved, the customer automatically receives the survey and can leave their rating. Good to know: the CSAT survey is sent only once per conversation. The customer is not asked again for the same request. View the results 1. Go to the Reports section. 2. Open the CSAT report. 3. There you can see the ratings received, the response rate, and any comments your customers left. Track these figures over time: a falling trend warns you early, a rising trend confirms your efforts are paying off.

Track your performance (reports & statistics)

What it's for The Reports section lets you steer your customer service with numbers. At a glance, you can see your response times, your team's workload, its performance, and your customers' satisfaction. It's the perfect place to spot what's working well and what needs improvement. Where to find the reports 1. In the left sidebar, click Reports. 2. Choose the report you're interested in from the menu (Overview, Agents, Inboxes, etc.). The different reports Overview The general dashboard of your activity. It notably tracks: - your conversation volume (how many exchanges you handle); - your first response time (how long a customer waits before getting a first reply); - your resolution time (how long it takes to close a conversation). Report by agent See who replies and how much: the number of conversations handled by each team member, along with their times. Handy for balancing the workload. Report by inbox (channel) Compare the activity of each of your channels (email, website chat, social media, etc.). This shows you which channel brings in the most requests. Report by team Track the performance of each of your teams, if you've created several (for example Sales, Support, Billing). Report by label Analyze your conversations by the labels you've applied to them (for example "refund", "bug"). Ideal for measuring how often a type of request comes up. Conversations report A detailed view of all your conversations over the selected period. Satisfaction (CSAT) The CSAT report measures your customers' satisfaction based on the ratings they leave after an exchange. You'll know how much your replies were appreciated. Filter by period and export 1. Open the report you want. 2. At the top, select the period you're interested in (for example the last 7 days, the current month, or a custom date range). 3. To keep the data, click Download (or Export) to retrieve the report as a file. 💡 Tip — Get into the habit of checking your Overview once a week. A few minutes are enough to spot a rise in response time or a channel under pressure.

Manage your contacts (customer directory)

What it's for The Contacts section is your customer directory. It lets you find a customer in an instant, keep all their history in one place, and segment your contacts to reach them more effectively. A contact created automatically You don't have to type anything by hand: every person who writes to you automatically becomes a contact. As soon as a customer reaches out by email, chat or another channel, their profile is created for you. View and complete a contact profile 1. In the sidebar, click Contacts. 2. Click the contact you want to open their profile. 3. Complete or edit their information: name, email, phone and other useful details. Custom attributes You can add your own fields to store the information that matters to your business (for example a customer number, a subscription type or a city). These fields are called custom attributes and then appear on each profile. Internal notes Add internal notes to a contact to remember an important detail (for example "loyal customer" or "prefers to be called in the afternoon"). These notes are visible only to your team, never to the customer. Segments: filtered lists of contacts Segments are filtered lists of contacts that match criteria you choose (for example all contacts from the same city, or everyone with a certain attribute). Once saved, a segment updates on its own and lets you quickly find a specific group of customers. Import and export via CSV file You can transfer your contacts using a CSV file (a table format readable by all spreadsheet apps). 1. Open the Contacts section. 2. To add an existing list of customers, use the Import option and select your CSV file. 3. To retrieve your contacts, use the Export option: you'll receive a CSV file containing your contacts. 💡 Tip — Before importing, make sure your CSV file has one column per piece of information (name, email, phone…). This avoids duplicates and keeps your directory clean.

Organize with labels

What it's for Labels are used to categorize your conversations by topic, priority or type of request, for example "refund", "VIP" or "bug". Used well, they help you find the right conversations, automate how they're handled, and measure what comes up most often. 1. Create a label 1. Go to Settings → Labels. 2. Click Add a label. 3. Enter a clear name (for example "refund"), choose a color and, if you wish, a description. 4. Confirm with Create. You can return to Settings → Labels at any time to edit or delete an existing label. 2. Apply a label to a conversation 1. Open a conversation. 2. In the right-hand side panel, find the labels area. 3. Select the label(s) to apply (for example "VIP" and "refund"). A conversation can carry several labels at the same time. 3. Filter by label Once your conversations are labeled, you can filter your conversation list to show only those with a given label. This is ideal for handling all requests of the same type in one batch. 4. Automate rules based on labels You can trigger automation rules based on labels: for example, automatically assign any conversation labeled "billing" to the right team. This saves you time on repetitive tasks. 5. Review reports by label Finally, the Reports section offers a report by label. There you can measure how often each type of request comes up (how many "bug", how many "refund"…) to better understand your customers. 💡 Tip — Keep a short, consistent list of labels shared across the whole team. Too many different labels make categorization confusing and reports hard to read.

The automation rules catalog: events, conditions and actions

An automation rule runs actions on its own when an event happens and your conditions are met. Create one in Settings → Automation → Add automation rule. The 5 events (triggers) - Conversation created — a new conversation comes in. - Conversation updated — a change (status, assignment, team, attribute…). - Conversation opened — a conversation is (re)opened. - Conversation resolved — a conversation is resolved. - Message created — a new message arrives. The conditions (examples) Message type, content (contains…), email, inbox, status, assigned agent, team, priority, conversation language, phone, company, labels, browser language, email subject, country, referer link — plus all your custom attributes. Conditions combine with AND / OR. The actions Assign/remove an agent or team, add/remove a label, send a message to the customer, add a private note, send an email to the team, send the transcript, mute / snooze / resolve / change status or priority, send a webhook, send an attachment, add an SLA. Example "Conversation created + language = English → assign to the English team", or "Message created + contains 'refund' → add the refund label + notify an agent". Good to know: a rule is active as soon as it's created (on/off switch per row). The "send message / note / attachment" actions don't apply to Twitter conversations.

Saved views: folders and segments to filter your conversations

When you filter your conversations (or contacts), you can save the filter to find it again in one click. Create a view 1. In the conversation list, build a filter (one or more conditions: status, inbox, label, priority, language…). 2. Click Save view, give it a name. Depending on the context, you create: - a Folder (for conversations) — it appears in the sidebar, - a Segment (for contacts). Good to know: reuse your views anytime from the sidebar; delete them when no longer needed. A useful example: an "Unassigned + urgent" folder so nothing slips through.

Master a conversation: snooze, priority, notes, participants and pausing the AI

Beyond replying, you have many actions to manage a conversation (action bar and the "…" menu). Status and follow-up - Resolve / Reopen a conversation. - Snooze: the conversation reopens at the chosen time (next reply, tomorrow, next week, a specific date). - Mark as pending. - Priority: Urgent, High, Medium, Low. Collaboration - Assign to an agent or a team. - Private notes: visible only to your team; type @ to mention a teammate. - Participants: add "watchers" who follow the conversation. - Labels to categorize. The AI - Pause / resume the AI on this conversation (the "…" menu) — handy to take over manually. Good to know: useful shortcuts — Alt+E to resolve, and type / in the reply box to insert a canned response.

Bulk actions: handle several conversations at once

Handle several conversations at once. How to 1. In the conversation list, tick the relevant conversations (checkboxes appear on hover). 2. A bulk-actions bar shows at the top. 3. Choose the action: assign an agent, assign a team, add/remove labels, or change status (resolve, reopen, snooze). Good to know: great for clearing a queue after a campaign, or mass-reassigning when an agent is away.

Custom attributes: add your own fields

Custom attributes let you add your own fields to conversations or contacts. Go to Settings → Custom Attributes → Add attribute. Create an attribute 1. Name and description. 2. Model: Conversation or Contact. 3. Type: Text, Number, Link, Date, List (predefined values) or Checkbox. The attribute then appears on the relevant record, and automatically becomes usable as an automation condition and as a filter. Good to know: examples — a Contact attribute "Customer number", a Conversation attribute "Request type" (list: Support / Sales / Technical).

SLA: set response time targets

An SLA policy sets response and resolution time targets, to guarantee a service level. Create an SLA policy 1. Go to Settings → SLA → Add SLA policy. 2. Name + description. 3. Set the thresholds: first response time, next response time, resolution time (in minutes, hours or days). Leave blank what you don't want to track. 4. Option: apply only during business hours. Then apply the policy via the "Add SLA" automation action or from the conversation. Good to know: SLA is an advanced feature, available on higher plans. Conversations that breach a threshold are flagged.

Custom roles: tailored permissions

Beyond the Administrator and Agent roles, you can create custom roles with precise permissions. Go to Settings → Custom Roles. Create a role 1. Name + description. 2. Tick the granted permissions: - Manage conversations, - Manage conversations you participate in, - Manage unassigned conversations, - Manage contacts, - Manage reports, - Manage the knowledge base. 3. Save. The role becomes assignable when inviting an agent. Good to know: custom roles are available on higher plans. Useful, for example, to give a manager access to reports without making them a full administrator.

Import contacts from a CSV file

Import your contacts in bulk from a CSV file — handy to get started with your existing database. Import 1. Go to Contacts, then Import (at the top). 2. Download the sample CSV template to match the expected columns. 3. Fill it with your contacts, then choose your .csv file. 4. (Optional) Enter labels to apply to every imported contact. 5. Start the import. Good to know - Only .csv files are accepted; match the template's columns. - Large imports run in the background: you get an email when it's done (or if there's an error). - You can also create a contact manually via Contacts → New contact.

Organize your contacts: labels and segments

Organize your directory to find your contacts at a glance. Labels Apply labels to your contacts (from their profile, or in bulk). You can then browse your contacts by label from the sidebar. Segments (saved filters) 1. In Contacts, build a filter (name, email, phone, country, city, company, created date, last activity, blocked, labels…). 2. Save the filter as a segment, give it a name. The segment appears in the sidebar and can be reused anytime. Good to know: a segment "Customers in France active this month" or "Leads without an order" saves you a lot of time for your follow-ups.

The contact profile: attributes, history, notes and merging

Click a contact to open its profile, organized in tabs. The tabs - Attributes: their information (name, email, phone, company…) and your custom attributes. - History: all their past conversations. - Notes: internal notes about this contact (visible to your team). - Merge: combine two duplicate contacts. Merge duplicates In the Merge tab, choose the contact to merge with this one. ⚠️ Merging is permanent. Other actions - Send a message: starts a new conversation with this contact. - Block / unblock a contact. Good to know: the contact profile gives the full context of a customer before you reply — a real mini-CRM.

Bulk actions on contacts

Act on several contacts at once. How to 1. In the Contacts list, tick the relevant contacts. 2. A bulk-actions bar appears. 3. Choose: add labels or delete the contacts. Good to know: deletion is permanent. To prepare a WhatsApp campaign, select your leads and add a common label in bulk — you'll then target that label.

Reports: track your activity and your team

Reports show you your support activity and your team's performance. Go to the Reports menu (admins). The main reports - Overview (live): the account state in real time — open / unattended / unassigned conversations, agents online. - Conversations: volume, incoming/outgoing messages, first response time, reply time, resolution time, number of resolutions, bot resolutions. - Agents, Inboxes, Teams, Labels: the same metrics, but per agent, per inbox, per team or per label. - CSAT: customer satisfaction (see the dedicated article). - Bot: the volume handled by your AI agents. - Heatmaps: conversation volume by hour and by day. Date range and export Each report offers a date-range selector (last 7/30 days, 3/6 months, year, or custom), a grouping (day/week/month) and a downloadable CSV export. Good to know: the "Overview" is ideal day-to-day to see what's happening live; the "Conversations" and "Agents" reports are for steering over time.