Conversation status, assignment, priority and tags

WhatsApp Web Messaging

Britixo WhatsApp Enterprise: complete how-to guide

Open conversation controls

Open a conversation and review its current status, owner, priority and tags.

Set a conversation to Open

Choose Open and save controls when active staff attention is required.

Set a conversation to Pending

Choose Pending and save controls when the team is waiting for customer information or a scheduled follow-up.

Close a conversation

Choose Closed and save controls after the operational issue is complete.

Understand automatic reopening on inbound

Know when a genuinely new inbound message changes a closed conversation back to open.

Understand why history sync does not reopen records

Historical imported events are deliberately prevented from changing a closed workflow state.

Assign a conversation to staff

Choose an authorised staff member from Assigned staff and save controls.

Remove a conversation assignment

Choose Unassigned and save controls while retaining the conversation and its audit history.

Understand assignment eligibility

Only active staff with account View access are valid assignment targets.

Set Low priority

Choose Low for work that can wait behind normal service items.

Set Normal priority

Choose Normal for ordinary service work.

Set High priority

Choose High for important work requiring earlier attention.

Set Urgent priority

Choose Urgent only for work requiring immediate operational attention.

Add conversation tags

Enter comma-separated labels such as billing, support or urgent and save controls.

Understand tag validation

Use no more than 20 unique tags and keep each normalised tag within 40 characters.

Remove conversation tags

Delete unwanted values from the Tags field and save the reduced list.