Edit Conversation action

Efficiently managing conversations is essential for any business interacting with customers. The Edit Conversation Workflow Action in Stack automates this process, allowing you to mark messages as read or unread and archive or unarchive them seamlessly. This automation reduces manual tasks, streamlines workflows, and keeps your team organized. Let’s explore what this action does, its benefits, and how to set it up within your workflows.

What is Edit Conversation Workflow Action?

The Edit Conversation Workflow Action enables businesses to automatically update the status of conversations based on specific events in their workflow. This means you don’t have to manually mark conversations as read or unread or manage chat archives. By automating these tasks, your customer support team can manage their inboxes more effectively, ensuring important conversations get the attention they deserve.

Key Benefits of Edit Conversation Workflow Action

• Automates Inbox Management: Automatically updates conversation statuses, reducing manual effort.
• Improves Response Prioritization: Makes unread messages that need attention easily identifiable.
• Enhances Workflow Efficiency: Organizes conversations based on predefined triggers, streamlining communication.
• Keeps Conversations Organized: Moves completed or inactive conversations to the archive while keeping active ones accessible.

Configuring Edit Conversation Workflow Action

Setting up the Edit Conversation Workflow Action in Stack is straightforward. Here’s how you can integrate it into your workflow:

Access the Workflow Builder

1. Navigate to the Automation section in your Stack dashboard.
2. Click + Create Workflow and select +Start from scratch or open an existing workflow where you want to automate conversation management.

Add the Edit Conversation Action

1. Click on the + Add Action button within the workflow editor.
2. Search for Edit Conversation in the action list and select it.

Naming the Action

Provide a descriptive name for the action, such as “Mark as Read & Archive,” to easily identify its function within the workflow.

Configuring the Action Settings

Once the Edit Conversation action is added, configure the available settings:

• Mark as Read or Unread

  • Mark as Read: Marks a conversation as read without opening it.
  • Mark as Unread: Resets the conversation status to unread, ensuring it remains visible.
  • None: Keeps the current read/unread status unchanged.

• Archive or Unarchive

  • Archive: Moves the conversation out of active view to keep the inbox clutter-free.
  • Unarchive: Restores a conversation back into the Recents tab for easy access.
  • None: Keeps the conversation in its current state.

Save and Publish the Workflow

Once the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.

Frequently Asked Questions

Q: Can I use this action to automatically archive all completed conversations?
Yes! By setting up a trigger like Contact Replied or Appointment Status Changed, you can automatically archive conversations once an interaction is complete.

Q: What happens if I select “None” for both Mark as Read/Unread and Archive/Unarchive?
If both options are set to None, the action will not make any changes to the conversation, and it will remain in its current state.

Q: Will this action notify the user when a conversation is archived or unarchived?
No, this action only updates the conversation’s status. If you need notifications, you can add a Send Notification action separately.

Q: Can I bulk update conversations using this action?
No, this action applies only to individual conversations triggered within a workflow. However, you can create workflows that apply to multiple conversations over time.

Overview

The Edit Conversation action in Stack empowers you to manage your conversations efficiently. You can modify the state of a conversation by marking it as read or unread, and by archiving or unarchiving it. This functionality is perfect for keeping track of which messages have been addressed and organizing your communication flow.

Action Name

Edit Conversation

Action Description

With the Edit Conversation action, you can:

• Mark a conversation as read or unread: Keep track of which messages need attention.
• Archive a conversation: Move it out of the active conversation list to declutter your view.
• Unarchive a conversation: Bring it back into the recents tab for easy access.

This action streamlines conversation management by allowing quick status updates and organization.

Action Details

Field Name: Mark as Read or Unread

• Description: Decide whether to mark the conversation as read or unread.
• Options:
  • None
  • Mark as Read
  • Mark as Unread
• Mandatory: No

Field Name: Archive or Unarchive

• Description: Choose to archive or unarchive the conversation.
• Options:
  • None
  • Archive
  • Unarchive (Move to Recents tab)
• Mandatory: No

How to Configure

Action Name

Enter a descriptive name for the action, such as “Mark as Read and Archive.”

Mark as Read or Unread

Select an option to change the read status of the conversation.

Archive or Unarchive

Choose whether to archive the conversation or move it back to the recents tab.

Suggested Triggers

• Contact Replied: Automatically mark a conversation as read when a contact replies.
• Appointment Status Changed: Archive a conversation after an appointment is marked as completed.

Example

Scenario: You want to ensure that conversations are archived and marked as read once a customer service issue is resolved.

1. Set up a workflow trigger for when a contact replies.
2. Add the Edit Conversation action.
3. Configure it to mark the conversation as read and archive it.

This setup ensures that all resolved conversations are automatically moved out of the active conversation list, helping your team stay organized and focused on unresolved issues. By maintaining a clean and organized communication channel, only active and unresolved conversations remain immediately visible to the support team.