Release a conversation

Steps

1. Step 1 of 6

   Understand what releasing means

   Release a conversation when you have finished attending the contact.

   Releasing a conversation closes your session with the contact. Your session starts when the conversation is assigned to you, as the message «… was assigned to this chat» shows in the chat, and lasts until you release it. Release it once you have finished attending the contact: the chat leaves your chat list and its whole history is kept. Only chats with contacts can be released; internal chats with your team cannot.

   • Your session runs from assignment to release
   • The chat leaves your list
   • Its history is kept

   Watch step 1 on the screen

2. Step 2 of 6

   Open the chat’s options

   Every chat in the list has its own options menu.

   In the chat list, rest the pointer on the chat’s row: the Options button (…) appears on the right. Click it to open the chat’s menu; a right click on the row opens it too. The menu holds the chat’s actions: Pin or Unpin chat, Mark as read or unread, Mute, Move to section, Move to new section…, Archive chat and, at the end, Release chat.

   • Rest the pointer on the row
   • Click Options (…)
   • Or right-click the row

   Watch step 2 on the screen

3. Step 3 of 6

   Choose Release chat

   Release chat is the last option in the menu.

   Release chat is the last option in the menu, set apart from the others by a line. It only appears in chats with contacts; internal chats do not have it. When you choose it, Bridge asks you to confirm before releasing the conversation.

   • At the end of the menu, after a line
   • Only in chats with contacts
   • Bridge asks you to confirm

   Watch step 3 on the screen

4. Step 4 of 6

   Confirm that you want to release it

   Bridge asks you to confirm and, if your company asks for it, the reason.

   The window «Release the chat with …?» asks you to confirm and reminds you that you can recover it with its whole history from Released. If your company asks for it, the window includes Release reason: choose a reason from the list, or write it if your company uses a written reason; Other lets you write your own. If the reason is required, the chat is not released without it. The administrator sets this in the console, under Conversations › Settings › Release reason. Select Release to close your session with the contact, or Cancel if you have not finished attending them yet.

   • Reason: only if your company asks for it
   • It can be required; Other lets you write one
   • Release closes your session

   Watch step 4 on the screen

5. Step 5 of 6

   See what happens next

   The conversation is free for whoever attends the contact next.

   The notice «Chat released», with the reason if you gave one, confirms that the conversation is free: the chat leaves your sections and moves to Released, at the end of the list, with its whole history. Anyone who needs to talk to the contact can search for them and write; this starts a new conversation on the same WhatsApp line, not on a new number. If the contact writes while the conversation is released, your company’s configuration decides who takes it up: an AI agent, such as FrontDesk or Service Desk, or the last person who talked to the contact, whose chat is reactivated.

   • The chat moves to Released
   • If the contact writes: an AI agent or the last person, per your company
   • Anyone can write to them, on the same line

   Watch step 5 on the screen

6. Step 6 of 6

   Recover the conversation if you need it

   You can take the conversation back whenever you need it.

   To attend the contact again, open the Released group at the end of the list; it starts collapsed. Open the chat’s options and choose Assign to me again: the notice «Chat assigned» confirms that the chat is back in your list. You can also search for the contact in Search chats and contacts and write to them: once you send the message, the chat is back in your list. Next: Start a new conversation.

   • Released › Options › Assign to me again
   • Or search for the contact and write
   • Next: Start a new conversation

   Watch step 6 on the screen