Interaction Duration

Interactions

Within the Conversation Tray, the top right of each chat shows the time elapsed since the last interaction or if the conversation is “closed” or “expired.”

Expired Interactions

Any interaction or conversation that has elapsed for more than 24 hours since its initiation.

Finished Interactions

In Reach, you can now finish your conversations by assigning them to specific categories. This functionality allows you to better segment and classify your customer interactions, facilitating analysis and decision-making about the types of conversations that predominate in your business.

Objectives

• Organize your conversations according to their purpose or outcome.
• Identify trends (sales, support, complaints, etc.).
• Generate more accurate and useful reports.
• Improve customer service based on categorized data.

Steps to finish a conversation

1. From the conversations module, select the conversation you want to finish.
2. Click the “Finish conversation” button.
3. A screen will appear with a selector of available categories to classify the conversation.

Available categories

• You can choose one of the following categories:
• Sale
• No sale
• Information
• Complaint
• Support
• Order
• Refund / Return
• Customer follow-up
• Spam

Selecting a category is a mandatory requirement to finish the conversation.

Advanced options

If you want to provide more details:

1. Click the “Advanced” button.
2. Additional fields will be displayed:
   • Observation: write a note explaining the reason for closing.
   • Tag: add a custom tag to facilitate future searches or classifications.

Once you have selected the category (and, if desired, completed the advanced fields), press the “Finish conversation” button, located in the bottom right of the screen. The conversation will be marked as finished and categorized according to your selection.