Find your conversations
Open Inbox from the Work section of the side menu. If your side menu shows Workspace, your chats also appear there under Now, and the full Inbox is a separate item.
Every message from a customer lands in one conversation, whatever the channel: web chat, WhatsApp, SMS or email. Which channels you see depends on what your workspace has connected.
Use the tabs Open, Pending, Resolved and All, and the channel buttons (Webchat, WhatsApp, Email, Voice, SMS) to narrow the list. The filter button lets you show All conversations, Assigned to me or Unassigned.
Each conversation shows the customer, the latest message and its status. A red SLA badge means the reply is late. A number bubble shows unread messages.
Take a conversation
Your workspace may offer chats to you automatically from a queue. When a chat is offered to you, select Accept so it stays with you. If you do not accept it in time, or you go on a break, it goes back to the queue for someone else.
To pick up a conversation nobody has, open it and select Claim. On the Workspace screen you can also select Take beside a chat or email under Waiting in the queue.
The Waiting chip at the top shows how long the customer’s oldest unanswered message has been waiting.
Reply to the customer
Type in the reply box at the bottom and press Enter to send. Press Shift and Enter for a new line.
Your reply goes back on the same channel the customer used. Small ticks show when a message is sent, delivered and read. A red cross means it failed.
On WhatsApp, Email and SMS conversations you can attach files from your computer, or from the files library with brochures, price lists and forms your team keeps. Web chat does not take attachments.
WhatsApp only allows free replies within 24 hours of the customer’s last message. After that, use email or SMS, or an approved WhatsApp template if your administrator has set them up.
Quick replies and knowledge
Type / followed by a shortcut to see Quick replies. Use the arrow keys to choose one and press Enter or Tab to insert it. The customer’s name and your name are filled in for you. Check the text before you send.
Above the reply box, GoDesk may show suggested articles from your knowledge base. Select one to read it, or Insert to add it to your reply. You can also search the knowledge base there.
Articles marked internal are for agents only. Do not paste them to customers.
Check who you are talking to
If a web chat visitor says they are an existing customer, GoDesk shows who they claim to be and that it is not verified. Confirm their identity before you discuss their account, then choose It’s them to join the chat to their contact record, or Not them.
If a new email contact has no details, GoDesk asks you to save their name, and a phone number and company if you have them.
The panel on the right shows the customer’s details and history, so you do not need to ask for things you already know.
Transfer, tickets and deals
To pass a conversation on, select the More button (the three dots) and choose Transfer…. Pick a queue to go to the next free agent, or a named colleague. Add a note for the next person and select Transfer.
Choose Keep as mine to stop the conversation being reassigned, and Release when you are happy for someone else to take it.
If the customer needs follow-up work, select Ticket and choose Create new ticket, or Link existing ticket. If your workspace includes sales, the Opportunity button lets you add the conversation to an open deal or create a new lead.
On the Workspace screen, the More button opens the full Inbox, where transfer, tickets and deals are available.
Resolve the conversation
When the customer’s question is answered, select Resolve. The conversation moves to Resolved.
If the customer writes again, or you need to pick it up later, open it and select Reopen.
If something does not work
If no chats reach you, check that your status is Available. Chats are not offered while you are on a break, Busy or Idle.
If a message shows a red cross, it was not delivered. Check the customer’s number or email address, or try another channel. For WhatsApp, check whether the 24-hour window has closed.
If you cannot see a conversation a colleague mentions, it may be assigned to them. Ask them or your supervisor to transfer it to you.
If a problem continues, tell your supervisor or administrator. They can contact GoDesk support at help@godesk.co.ke.
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