You can set up rules so Darwin knows when to move each conversation to one of these three columns on the panel: Attending Customer, Requires Action and Completed. This helps you keep your chats organized without having to move them yourself all the time.
Where do you set up these rules?Go to the WhatsApp Agent from the main panel (WhatsApp icon).
Click the gear icon (
) at the top right corner of the conversations panel.
Select the option “Define when a conversation changes status”.
You’ll see three columns with the available tags and their description. Here you can tweak the rules to fit your flow.
For example:
Mark as “Helping Customer” if the customer is still chatting with questions or interest.
Use “Requires Action” if you need to send something, follow up, or confirm.
Choose “Completed” when the conversation is closed or finished.
Save your changes and you’re all set. Darwin will follow those instructions automatically.
Write to us directly using the purple button at the bottom right of the panel.
We're here to help you!
