# Handle a customer interaction

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

## The information panel

On the right-hand 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
* The detected keywords
* the customer linked to the feedback
* your [attributes](/documentation/documentation-en/automations/attributes.md)
* attachments
* transaction-related information (if any) 

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

{% hint style="info" %}
This information may vary from one type of interaction to another.
{% endhint %}

## The conversation with the customer <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 at the top.

A conversation with a customer can take place on different channels depending on the need.

### The response channel

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

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

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

If no response draft is available for any channel, the default response channel will be loaded.

*The chart below summarizes this logic visually:*

<div data-with-frame="true"><figure><img src="/files/e9eb84b6890b72d613e2e3e6de553aa5cf91dd77" alt=""><figcaption></figcaption></figure></div>

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

| Interaction source                                                                                                                                                                                                                                                                                                                                                                                                                                   | Default response 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:$primary;"><code>Site</code></mark></p>                                                                                                                    | Email                                                          | <ul><li>SMS</li></ul>                       |
| <mark style="color:$primary;">`Email`</mark>                                                                                                                                                                                                                                                                                                                                                                                                         | Email                                                          | <ul><li>SMS</li></ul>                       |

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

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

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

Depending on how your [Workflows](/documentation/documentation-en/automations/workflows.md)are set up, a response draft may 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 desired [Channel](#le-canal-de-reponse) you can create a draft or modify the draft already present.

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

#### Format your response

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

The formatting options may vary depending on the selected response channel.

<div data-with-frame="true"><figure><img src="/files/d010ce22eaa5ac62735eb42e93f973deeabd0b82" alt=""><figcaption></figcaption></figure></div>

#### AI writing features

Fullwhere offers AI writing features allowing you to generate drafts or enrich your own drafts.

To use Fullwhere AI writing, click the AI button on the right side of the toolbar:&#x20;

<div data-with-frame="true"><figure><img src="/files/550dfdeebfaa3623bc5569b7107921b771b3d231" alt=""><figcaption></figcaption></figure></div>

If you already have a response draft, you can ask our AI to:&#x20;

* Draft your response
* 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 response draft, to generate a response draft.

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

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

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

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

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

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

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

## 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 on 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 drop-down 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, then in the list of assigned people, click the cross ╳ shown to the right of their name on hover.

## Change an interaction's status

Allows you to set whether a customer interaction's status 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 on the customer interaction you want to modify.
{% endstep %}

{% step %}

### Change the interaction status

In the top action bar, click on the interaction's current status 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 handling statistics.\
The Ignored status will not be counted in your handling statistics.
{% endhint %}

![](/files/0c85dead3b0538b8844042d9b37399a701b87167)
{% endstep %}
{% endstepper %}

## Change an interaction's mode

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

An interaction is said to be in *<mark style="color:purple;">`AI`</mark>* mode if this setting is `true`.\
An interaction is said to be 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. Response sending will therefore be automated if your workflows allow it.

However, if a customer interaction is switched to *<mark style="color:orange;">`Human`</mark>*&#x6D;ode, no response 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) of workflows.

The mode of an interaction can also be changed manually:&#x20;

{% stepper %}
{% step %}

### Access the customer interaction

From your Inbox, click on 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>*&#x6D;ode, you can click "Manual mode" to disable *<mark style="color:purple;">`AI`</mark>* mode and enable *<mark style="color:orange;">`Human`</mark>*.

If an interaction is in *<mark style="color:purple;">`AI`</mark>*&#x6D;ode, you can click the "Delegate to AI" option to disable *<mark style="color:orange;">`Human`</mark>* mode and enable *<mark style="color:purple;">`AI`</mark>*.
{% endstep %}
{% endstepper %}

**The mode of a customer interaction remains valid until it is changed by a user or by a workflow.**

This means that if a customer interaction is switched to *<mark style="color:orange;">`Human`</mark>* mode by a workflow or by a user, no response can be sent automatically until this mode is changed.\
If some of your workflows have actions to generate or create a response draft with automatic sending, the response drafts will be created but their automatic sending will be blocked.

Conversely, if a customer interaction is in *<mark style="color:purple;">`AI`</mark>*&#x6D;ode, responses 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.

## Comment on a customer interaction

The [Internal Notes](/documentation/documentation-en/inbox/internal-notes.md) section allows you to 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 on 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, go to the Internal Notes section

![](/files/0a22a52c6e97cc7346ca1ba4de69bc0f33f7adb0)
{% endstep %}

{% step %}

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

{% endstep %}
{% endstepper %}

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

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

{% stepper %}
{% step %}

### Access the customer interaction

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

{% step %}

### Access advanced options •••

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

![](/files/7e4e2b13e43f4e39baf6310c01dc354f600da9d9)
{% endstep %}

{% step %}

### Archive the interaction

In the drop-down menu that opens, click on "Archive interaction".
{% endstep %}
{% endstepper %}

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

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

## 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 on the customer interaction you want to pin.
{% endstep %}

{% step %}

### Pin the interaction

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

![](/files/e757ef3c88dc9c4f9e8b2a42cb29c72e931afad7)
{% endstep %}
{% endstepper %}

To unpin an interaction, go to the [Archived](/documentation/documentation-en/inbox/navigate-the-inbox.md#archives), click on 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 when calculating statistics in the Analytics section. To view deleted interactions, go to the [Trash](/documentation/documentation-en/inbox/navigate-the-inbox.md#corbeille).

{% stepper %}
{% step %}

### Access the customer interaction

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

{% step %}

### Access advanced options •••

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

![](/files/7e4e2b13e43f4e39baf6310c01dc354f600da9d9)
{% endstep %}

{% step %}

### Mark the interaction as deleted

In the drop-down menu that opens, click on "Mark as deleted".
{% endstep %}
{% endstepper %}

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

This can be useful, for example, if a customer review was deleted on a system external to Fullwhere but that 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 check the [Trash](/documentation/documentation-en/inbox/navigate-the-inbox.md#corbeille).

## Edit the 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 panel on the right, hover over the tag field: the ⊕ button will open a drop-down menu allowing you to select or deselect items.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.fullwhere.com/documentation/documentation-en/inbox/handle-a-customer-interaction.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.