Managing Conversations

Understanding how to manage conversation status is critical for efficient team workflows. This section covers the key concepts: completing vs closing conversations, assignment, and priority.

Complete vs Close: Understanding the Difference

The most important distinction in conversation management is knowing when to Mark Complete versus when to Close a conversation.

Mark Complete

Use Mark Complete when the immediate issue is resolved but the conversation may need follow-up:

• Guest inquiry answered
• Booking question resolved
• Support issue addressed
• Waiting for guest response

What happens when you mark complete:

• Conversation moves out of the "Incomplete" filter
• Conversation stays accessible in your list
• If the guest responds, it automatically reopens
• Activity is tracked in History for reporting

When to use:

• You've answered the guest's question
• You're waiting to hear back
• The current thread is resolved but may continue

Close Conversation

Use Close Conversation when the matter is fully resolved and no further communication is expected:

• Reservation completed and guest checked out
• Cancelled booking with no further action needed
• Spam or wrong number confirmed
• Duplicate conversation

What happens when you close:

• Conversation is archived
• More permanent than "Complete"
• Can still be found via search if needed
• Best for truly finished interactions

When to use:

• Guest has checked out and all matters resolved
• No possibility of further interaction
• Cleaning up spam or duplicates

Quick Reference

Action	Use When	Reopens on Reply?	Visibility
Mark Complete	Issue resolved, may continue	Yes	Stays in list
Close	Fully finished, no follow-up	No	Archived

Assignment

Assigning conversations ensures accountability and routes guests to the right team member.

Why Assignment Matters

• Accountability - Someone owns the conversation
• Expertise routing - Send to the right specialist
• Workload balance - Distribute conversations fairly
• Continuity - Guest works with same person

Assigning from the List

Swipe left on any conversation to reveal the Assign button:

Assigning from Conversation Detail

Tap the three-dot menu and select Assign:

1. Tap Assign
2. Select a team member from the list
3. The conversation moves to their queue

Self-Assignment

Tap Assign and select yourself to claim ownership of a conversation. This is recommended when:

• You're actively helping the guest
• You need to follow up later
• The guest knows you by name

Unassigned Conversations

Monitor the Unassigned count in the header to ensure no conversations fall through the cracks. Unassigned conversations are waiting for someone to take ownership.

Priority

Priority flags help identify urgent conversations that need immediate attention.

Setting Priority

Quick method: Swipe right on any conversation to reveal the Priority button:

From conversation: Tap the three-dot menu and select Set Priority.

Priority levels:

• High Priority - Urgent matters, VIP guests, time-sensitive issues
• Normal - Standard conversations (default)

Priority Indicators

High-priority conversations display:

• Star icon next to the contact name
• Appear prominently when filtering by priority

When to Set High Priority

• VIP or repeat guests
• Time-sensitive booking issues
• Complaints requiring immediate resolution
• Check-in/check-out day communications
• Payment or security concerns

Quick Actions from the List

For fast workflow management, use swipe gestures on the conversation list:

Swipe	Action	Color	Use For
Right	Priority	Orange	Flag as urgent
Left	Assign	Blue	Route to team member
Left	Complete	Green	Mark issue resolved

Workflow Best Practices

1. Claim conversations - Assign to yourself when you start helping
2. Complete promptly - Mark complete when resolved, don't leave hanging
3. Use priority sparingly - If everything is high priority, nothing is
4. Close when done - Archive fully finished conversations
5. Check unassigned regularly - Don't let guests wait without an owner