In this article, you’ll learn about the Conversation tab and how to use it with your WhatsApp Messaging account in ActiveCampaign.
What is the Conversation tab?
The Conversation tab appears on the right side of an open conversation. It provides you with information regarding the message, including who the conversation is assigned to, conversation tags, the contact’s phone number, previous conversations, and more. You can also use this area to add or remove tags and reassign the conversation to a different agent.
To access the Conversation tab:
- Click WhatsApp > Inbox on the left menu.
- Click any conversation.
The Conversation tab appears on the right side of your screen.
Conversation tags
The conversation tags are the tags that are assigned to the current conversation. You can add them by clicking the dropdown and selecting the tag, or by typing it into the field provided. If the tag doesn’t yet exist, it will be created automatically.
To remove an existing tag, click the “X” that appears next to it:
Assigned to
The “Assigned to” section shows you which agent the current conversation is assigned to. From here, you can:
- Remove the assignee by clicking the “X” by their name
- Add an assignee(s) or a team to the conversation by clicking the “+” icon next to “Assign to,” using the dropdowns to select the assignee or team, then clicking “Save”
Previous conversations
The “Previous conversations” section provides a list of all conversations held in the past with the current contact. You can see the assignee, date, tags and template initial message.
Inbox actions
You can create custom Inbox Actions with WhatsApp Messaging. Doing so lets you automate specific actions directly from your WhatsApp Inbox. With these actions, you can:
- Trigger automated flows for the current contact
- Execute actions via API on external platforms (like Zapier, Zendesk, Shopify, etc.)
To access these actions:
- Click WhatsApp > Inbox on the left menu.
- Click any conversation.
- The Conversation tab appears on the right side of your screen. Click the gear icon.
Learn more about Inbox actions.