Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Overview
WhatsApp Cloud API Quick Start
360dialog WhatsApp Quick Start
Twilio WhatsApp Quick Start
MessageBird WhatsApp Quick Start
Vonage WhatsApp Quick Start
WhatsApp Message Templates
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Website Chat Widget
Website Chat Widget Overview
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Channels Overview
Telegram
Viber
LINE
Google Business Messages
Custom Channel
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Users
Reports: Contacts
Reports: Messages
Reports: Logs
Messages
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: Billing & Usage
User Account
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Use respond.io to Create Tickets in External Ticketing Systems
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Using respond.io to Create Deals in a CRM
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Developer API
Webhooks
Partnership
Table of Contents
Assignment and Closing a Conversation
Assigning an Agent to a Contact
The Assignment dropdown list can be found at the top right corner of the Messages Module. It may be used to assign or reassign an Agent to a Contact. The dropdown list will list all the available Agents with their avatars. You can also search for a specific Agent via the search box.
Unassigning an Agent from a Contact
The Assignment dropdown list includes the Unassign option. This unassigns a User from a Contact and moves the Contact to the Unassigned Inbox.
Unassigning can also be done from the Contacts Drawer in the Contacts Module.
Closing a Conversation
Next to the Assignment dropdown menu is the Open or Close Conversation button. When a Contact has an open conversation, the button will allow you to close the conversation. When a Contact has a closed conversation status, you can open a new conversation to initiate contact.
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Custom Inboxes
Related Articles
Glossary of Terms
To help users better understand the platform, here are the definitions of commonly used terms.
Messages Overview
Learn how to navigate the Messages Module to manage conversations and inboxes.
Dialogflow: Parameters
Learn how to use custom Dialogflow parameters for multiple use cases.
