> For the complete documentation index, see [llms.txt](https://docs.fullwhere.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.fullwhere.com/documentation/documentation-en/inbox/handle-a-customer-interaction.md).

# Handle a customer interaction

Efficiently handle your customer interactions

When you click on a customer interaction from your [Inbox](/documentation/documentation-en/inbox/navigate-the-inbox.md) Fullwhere, you access the page for handling this customer interaction.

## The information panel

In the right panel, you will find all the main information about the customer interaction:

* Assigned users
* The source, the rating, the date
* The location or brand concerned
* Detected keywords
* the customer linked to the feedback
* your [attributes](/documentation/documentation-en/automations/attributes.md)
* attachments
* transaction-related information (if present)

The information panel also lets you access your customer's information and your interaction history with them. To do this, click on their identity in the right panel.

{% hint style="info" %}
These details may vary from one interaction type to another.
{% endhint %}

The main section in the middle lets you efficiently handle your customer interactions. It is structured into 3 tabs:

* [Reply](#h_817c292fa7)
* [Internal notes](#notes-internes)
* [Activities](#activite)

## Reply <a href="#h_817c292fa7" id="h_817c292fa7"></a>

The main section in the middle displays your exchange ("thread") with your customer. Messages are displayed from oldest to newest, starting from the top.

A conversation with a customer can be carried out on different channels depending on the need.

To view the analysis (keywords and attributes) on a message in the conversation, click <i class="fa-eye">:eye:</i> **See analysis** (the right-hand information panel displaying the analysis of the first message received).

### The reply channel

When a customer contacts you on a channel, you can choose to reply to them on the channel of your choice.

When you access an interaction, the loaded channel will primarily be the interaction's default channel based on its source (*see the table below*).

If no reply draft is available for this source, the customer interaction will be loaded on the secondary channel for which a reply draft is available (respecting the order of priority shown in the table below if several drafts are present).

If no reply draft is present for any channel, the default reply channel will be loaded.

*The graph below summarizes this logic visually:*

<div data-with-frame="true"><figure><img src="https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F7f4w3MBlOodaI4FyzctO%2Fimage.png?alt=media&amp;token=adda201a-57b1-4351-92b5-289a455c34a4" alt=""><figcaption></figcaption></figure></div>

*Default channel and available secondary channels for a given interaction source depending on its source:*

| Interaction source                                                                                                                                                                                                                                                                                                                                                                                                                                   | Default reply channel                                          | Other available channels (priority order)   |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------- | ------------------------------------------- |
| <p><mark style="color:$primary;"><code>Google</code></mark><br><mark style="color:$primary;"><code>TripAdvisor</code></mark><br><mark style="color:$primary;"><code>Deliveroo</code></mark><br><mark style="color:$primary;"><code>Ubereats</code></mark><br><mark style="color:$primary;"><code>TheFork</code></mark><br><mark style="color:$primary;"><code>Booking</code></mark><br><mark style="color:$primary;"><code>Zenchef</code></mark></p> | Interaction source i.e. response via the review provider's API | <ul><li>Email (1)</li><li>SMS (2)</li></ul> |
| <p><mark style="color:$primary;"><code>Instagram</code></mark></p><p><mark style="color:$primary;"><code>Facebook</code></mark></p><p><mark style="color:$primary;"><code>WhatsApp</code></mark></p>                                                                                                                                                                                                                                                 | Interaction source i.e. response via the review provider's API | <ul><li>Email (1)</li><li>SMS (2)</li></ul> |
| <p><mark style="color:$primary;"><code>Sevenrooms</code></mark></p><p><mark style="color:$primary;"><code>Experience</code></mark></p><p><mark style="color:$primary;"><code>Sunday</code></mark></p><p><mark style="color:$primary;"><code>Survey</code></mark></p><p><mark style="color:$primary;"><code>Website</code></mark></p>                                                                                                                 | Email                                                          | <ul><li>SMS</li></ul>                       |
| <mark style="color:$primary;">`Email`</mark>                                                                                                                                                                                                                                                                                                                                                                                                         | Email                                                          | <ul><li>SMS</li></ul>                       |

When you handle a customer interaction, you can easily switch from one channel to another by using the channel selector located at the top of the response editing section.

In the dropdown menu, channels marked with a red dot <mark style="color:$danger;">•</mark> have an unsent draft.

### Write a reply draft <a href="#h_817c292fa7" id="h_817c292fa7"></a>

Depending on the configuration of your [Workflows](/documentation/documentation-en/automations/workflows.md), a reply draft can be automatically [generated](/documentation/documentation-en/automations/workflows.md#generer-une-reponse) or [created](/documentation/documentation-en/automations/workflows.md#creer-une-reponse).

By selecting the [Channel](#le-canal-de-reponse) you want, you can create a draft or modify the draft already present.

To create a reply draft, select the editing area for your reply and start writing. Your draft is saved automatically and continuously so you never lose your work in progress.

#### Format your reply

The toolbar at the bottom of the reply editor lets you format your reply before sending it.

Formatting options may vary depending on the selected reply channel.

<div data-with-frame="true"><figure><img src="https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2FGz9vvZAHRlqykYP7Oh71%2FToolbar.png?alt=media&amp;token=e016cd95-cc96-47f2-be2d-7c896dea99a8" alt=""><figcaption></figcaption></figure></div>

#### AI writing features

Fullwhere offers AI writing features that let you generate drafts or enrich your own drafts.

To use Fullwhere AI writing, click the AI button on the right of the toolbar:

<div data-with-frame="true"><figure><img src="https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F9briyr0u678eSKfpNpOH%2Fimage.png?alt=media&amp;token=e973fcbd-8ab6-44da-b328-39ab62e926f5" alt=""><figcaption></figcaption></figure></div>

If you already have a reply draft, you can ask our AI to:

* Draft your reply
* Correct spelling
* Shorten the text
* Rephrase the text
* Change the tone: more formal or more welcoming
* Translate the text

You can also provide custom instructions: these instructions will be used, in addition to your reply draft, to generate a reply draft.

### Send your reply <a href="#h_4181441edf" id="h_4181441edf"></a>

Once your reply draft is finalized, click the "Send reply" button at the bottom right of your screen to send your reply to your customer.

The arrow on the right side of your screen also lets you schedule your reply to be sent later.

### Edit an already sent reply <a href="#h_4181441edf" id="h_4181441edf"></a>

On the so-called "single-response" interaction channels (only 1 response can be sent, for example: Google reviews, TripAdvisor, etc.), it is possible to update a reply that has already been sent.

To do this, from the interaction page simply send a new reply: it will replace the previously sent reply.

For conversation-type interactions, updating a reply is not possible: sending a reply will add it to the replies already existing in the conversation.

### Unschedule a reply <a href="#h_4181441edf" id="h_4181441edf"></a>

If you want to unschedule the sending of a reply:

* click the chevron <i class="fa-chevron-down">:chevron-down:</i> to the right of the button **Edit**
* click **Unschedule**

<div align="left"><figure><img src="https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F6h3jDNbyiVpH6pINWhmL%2Fimage.png?alt=media&amp;token=2e6dfa9b-c4d6-4a4c-82b4-399c558d66ef" alt="" width="274"><figcaption></figcaption></figure></div>

## Internal notes

The section [Internal notes](/documentation/documentation-en/inbox/internal-notes.md) lets you leave comments/notes on a customer interaction and exchange with other users in your Fullwhere workspace.

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to comment on
{% endstep %}

{% step %}

### Access the Internal notes section

From the navigation menu (tabs) at the top of your screen, access the Internal notes section

<div align="left"><img src="https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2FIFdYmfsAyvBv1U2ssegg%2FCapture%20d%E2%80%99e%CC%81cran%202026-03-14%20a%CC%80%2015.39.57.png?alt=media&amp;token=07948cc9-f002-4c46-99ae-ecd42832adbb" alt=""></div>
{% endstep %}

{% step %}

### [Write an internal note](/documentation/documentation-en/inbox/internal-notes.md#ajouter-une-note-ou-une-mention)

{% endstep %}
{% endstepper %}

## Activity

The **Activity** tab centralizes the interaction history. There you will find, in chronological order, all actions carried out on the interaction:&#x20;

* status changes,
* assignments,
* archiving,
* deletion,
* changes to attributes or keywords,
* actions performed by AI or by your workflows.

Each event specifies what changed, by whom, and when.

***

## Assign an interaction to a user

When you assign a user to a customer interaction, they will receive an email notification and the customer interaction will be visible in their view [My Inbox](/documentation/documentation-en/inbox/navigate-the-inbox.md#mon-inbox).

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to assign
{% endstep %}

{% step %}

### Access the information panel

At the top of the information panel, located on the right side of your screen, is the "Assigned people" section.
{% endstep %}

{% step %}

### Assign a user

Next to the title "Assigned people", click the plus button ⊕. In the dropdown menu, you can search for a user and select the user(s) to assign.
{% endstep %}
{% endstepper %}

To unassign a user from a customer interaction, follow the steps below and then, in the list of assigned people, click the cross ╳ shown to the right of their name on hover.

## Change an interaction's status

Lets you define whether the status of a customer interaction is <mark style="color:orange;">`Pending`</mark>, <mark style="color:green;">`Processed`</mark>, or <mark style="color:$info;">`Ignored`</mark>.

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to modify.
{% endstep %}

{% step %}

### Change the interaction status

In the top action bar, click the current status of the interaction to switch to the opposite status. Click the arrow ⌄ to display the list of possible statuses.

{% hint style="info" %}
Processed and Ignored are statuses that let you manually mark an interaction as completed/closed.

The Processed status will be counted as such in your processing statistics.\
The Ignored status will not be counted in your processing statistics.
{% endhint %}

![](https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2Fq3z0UygSBnmur5lrvhxm%2FCapture%20d%E2%80%99e%CC%81cran%202026-03-14%20a%CC%80%2015.37.20.png?alt=media\&token=7865740c-d56d-42a0-be12-6b2c334d000b)
{% endstep %}
{% endstepper %}

## Change an interaction's mode

The mode of a customer interaction is the setting that determines whether automatic sending of replies is **allowed** or whether it must always be validated by a human.

We say that an interaction is in *<mark style="color:purple;">`AI`</mark>* mode if this setting is `true`.\
We say that an interaction is in *<mark style="color:orange;">`Human`</mark>* mode if this setting is `false`.

By default, an incoming customer interaction is in AI mode, which means it can be automated. Reply sending will therefore be automated if your workflows allow it.

However, if a customer interaction is switched to *<mark style="color:orange;">`Human`</mark>*, no reply can be sent automatically, even if your workflows allow it.\
\
This mode can be changed automatically using the action [Switch to manual mode](/documentation/documentation-en/automations/workflows.md#passer-en-mode-manuel) from workflows.

The mode of an interaction can also be changed manually:

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to comment on
{% endstep %}

{% step %}

### Change mode

You can change the mode of a customer interaction in the top action bar.

If an interaction is in *<mark style="color:purple;">`AI`</mark>*, you can click "Manual mode" to disable the mode *<mark style="color:purple;">`AI`</mark>* and enable the mode *<mark style="color:orange;">`Human`</mark>*.

If an interaction is in *<mark style="color:purple;">`AI`</mark>*, you can click on the word "Delegate to AI" to disable the mode *<mark style="color:orange;">`Human`</mark>* and enable the mode *<mark style="color:purple;">`AI`</mark>*.
{% endstep %}
{% endstepper %}

**The mode of a customer interaction is valid as long as it is not changed by a user or by a workflow.**

This means that if a customer interaction is switched to *<mark style="color:orange;">`Human`</mark>* by a workflow or by a user, no reply can be sent automatically anymore as long as this mode is not changed.\
If some of your workflows have actions to generate or create a reply draft with automatic sending, the reply drafts will indeed be created but their automatic sending will be blocked.

Conversely, if a customer interaction is in the mode *<mark style="color:purple;">`AI`</mark>*, replies to all messages will be sent automatically (if your workflows allow it) until the mode is switched to *<mark style="color:orange;">`Human`</mark>* by a workflow or by a user.

## Archive an interaction <a href="#h_8888c5d904" id="h_8888c5d904"></a>

Archived interactions are no longer visible in your Inbox. To view archived interactions, consult the [Archived](/documentation/documentation-en/inbox/navigate-the-inbox.md#archives).

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to archive
{% endstep %}

{% step %}

### Access advanced options •••

In the top action bar, click the 3 small dots •••

![](https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F1QMjEYVbE3rFTNHayizj%2FCapture%20d%E2%80%99e%CC%81cran%202026-03-14%20a%CC%80%2015.21.55.png?alt=media\&token=d136ca2d-71d6-4cb8-86ba-5b243b49e62a)
{% endstep %}

{% step %}

### Archive the interaction

In the dropdown menu that opens, click "Archive interaction".
{% endstep %}
{% endstepper %}

To unarchive an interaction, go to the [Archived](/documentation/documentation-en/inbox/navigate-the-inbox.md#archives), click the relevant interaction and in the dropdown menu click "Unarchive interaction".

You can automate the archiving of certain customer interactions via the [Workflows](/documentation/documentation-en/automations/workflows.md#archiver-linteraction).

{% hint style="warning" %}
Note that archived interactions **are taken into account** in Reports and Analytics. To exclude them, you can [mark the interaction as deleted](#marquer-comme-supprime).
{% endhint %}

## Pin an interaction

Pinning an interaction lets you easily find it in the [Pinned](/documentation/documentation-en/inbox/navigate-the-inbox.md#archives).

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to pin.
{% endstep %}

{% step %}

### Pin the interaction

In the top action bar, click the Pin icon 📌.

![](https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F3Up48fSKElF5XXPE11LV%2FCapture%20d%E2%80%99e%CC%81cran%202026-03-14%20a%CC%80%2015.27.34.png?alt=media\&token=03561975-64cd-4a4f-bf4e-29e2ab84a9df)
{% endstep %}
{% endstepper %}

To unpin an interaction, go to the [Archived](/documentation/documentation-en/inbox/navigate-the-inbox.md#archives), click the relevant interaction, then in the top action menu deselect the Pinned 📌 button.

## Mark as deleted

Interactions marked as deleted are no longer directly visible in your Inbox and are not taken into account in the calculation of statistics in the Analytics section. To view deleted interactions, consult the [Trash](/documentation/documentation-en/inbox/navigate-the-inbox.md#corbeille).

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click the customer interaction you want to delete
{% endstep %}

{% step %}

### Access advanced options •••

In the top action bar, click the 3 small dots •••

![](https://3287346291-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FdCb96I4hmY8gAK5ZZ1cj%2Fuploads%2F1QMjEYVbE3rFTNHayizj%2FCapture%20d%E2%80%99e%CC%81cran%202026-03-14%20a%CC%80%2015.21.55.png?alt=media\&token=d136ca2d-71d6-4cb8-86ba-5b243b49e62a)
{% endstep %}

{% step %}

### Mark the interaction as deleted

In the dropdown menu that opens, click "Mark as deleted".
{% endstep %}
{% endstepper %}

To unarchive an interaction, go to the [Trash](/documentation/documentation-en/inbox/navigate-the-inbox.md#corbeille), click the relevant interaction and in the dropdown menu click "Undo deletion".

For example, this can be useful if a customer review was deleted on an external system to Fullwhere but this deletion was not taken into account in Fullwhere: you can manually mark this review as deleted.

Conversely, if you cannot find a customer interaction in Fullwhere, it may have been deleted by mistake: remember to consult the [Trash](/documentation/documentation-en/inbox/navigate-the-inbox.md#corbeille).

{% hint style="warning" %}
Note that interactions marked as deleted **are not taken into account** in **Reports** and **Analytics**.
{% endhint %}

## Edit detected keywords on an interaction

Our system will do its best to assign your [keywords](/documentation/documentation-en/automations/keywords.md) to each incoming interaction. When necessary, you can add or remove keywords / tags directly from the interaction page.

To do this, in the right panel, hover over the tag field: the ⊕ button will open a dropdown menu allowing you to select or deselect items.


---

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```
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```

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