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Conversation Tools

Replying to Customers

To send a message:

  1. Open a conversation in the Inbox
  2. Type your message in the text box at the bottom
  3. Press Enter or click Send

Formatting options:

  • Line breaks: Press Shift + Enter

Using Canned Responses

Canned responses are pre-written messages you can insert quickly for common replies.

To use a canned response:

  1. In the message box, type / (forward slash)
  2. A dropdown menu appears with available canned responses
  3. Select the response you want
  4. The message is inserted—edit if needed and send

To create canned responses:

💡

Pro Tip: Create canned responses for FAQs, greetings, and closing messages to save time.

Adding Labels

Labels help you categorize and organize conversations (e.g., "Billing," "Technical Issue," "VIP Customer").

To add a label to a conversation:

  1. Open the conversation
  2. Click the "Labels" icon or button in the conversation panel
  3. Select one or more labels from the list
  4. Labels appear as colored tags on the conversation

To filter by label:

  • Use the filter dropdown in Dashboard/Inbox and select a label

To create labels:

  • Go to Settings → Chat Assets → Labels
  • See the Labels Guide for details

Internal Mentions

Use mentions to notify teammates about a conversation without the customer seeing it.

To mention a teammate:

  1. In the message box, type @ followed by the team member's name
  2. Select the user from the dropdown
  3. Type your internal note
  4. Click the "Internal Note" toggle or button (this ensures the message is NOT sent to the customer)
  5. Click Send

The mentioned user receives a notification and can view your note in the conversation.

⚠️

Important: Always verify the "Internal Note" tab is selected before sending mentions—internal notes are NOT visible to customers.

Using AI Tools

OCC includes AI-powered tools to help you respond faster and more professionally.

Available AI tools:

  • Summarize: Get a quick summary of a long conversation
  • Suggest Reply: AI generates response suggestions based on the conversation
  • Improve Writing: Enhance grammar, tone, and clarity of your message
  • Translate: Translate messages between languages

To use AI tools:

  1. Open a conversation
  2. Click the AI Tools icon in the message box
  3. Select the tool you want to use
  4. Review the AI-generated output
  5. Edit if needed and send
💡

Pro Tip: Use "Suggest Reply" for quick responses to common questions, but always review AI suggestions before sending.

Sending and Receiving Media

To send media files:

  1. Click the attachment icon (📎) in the message box or the audio recorder icon
  2. Select a file from your computer:
    • Audio: .aac, .amr, .mp3, .m4a, .ogg → max 16 MB - whether as a file from the device or as a recorded audio
    • Document: .txt, .xls/.xlsx, .doc/.docx, .ppt/.pptx, .pdf → max 100 MB
    • Image: .jpeg/.jpg, .png → max 5 MB
    • Video: .3gp, .mp4 → max 16 MB
  3. Click Send

Media settings: You can control whether agents can send or receive media files from customers:

  • Go to Settings → Inbox → Select inbox → Media Settings
  • Enable/disable "Send Media" or "Receive Media."
  • If "Receive Media" is disabled, customers will see a custom message when they try to send files
💡

Pro Tip: Disable "Receive Media" if you want to prevent customers from sending files (e.g., for security or compliance reasons).

Other Tools

  1. Sending WhatsApp Templates

    1. Sending a WhatsApp template message to the user outside of the 24-hour window, or sending a specific message to the user once needed

  2. Sending Conversation Card

    1. A pre-built message card that might be: text, interactive messages, location, attachment, etc., for quick action

  3. Sending a survey

    1. To collect feedback from the customer to see the responses later through the survey module.

Best Practices

For Efficient Communication:

  • ✅ Use canned responses for FAQs to save time
  • ✅ Add labels to conversations for better organization
  • ✅ Use AI tools to improve response quality
  • ✅ Mention teammates for internal collaboration on complex issues
  • ✅ Send media files when visual explanations are needed

For Quality:

  • ✅ Always review AI-generated responses before sending
  • ✅ Personalize canned responses with customer names
  • ✅ Use proper formatting for clarity
  • ✅ Keep responses concise and friendly

Updated 21 days ago