> 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

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

## The information panel

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

* The 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)
* the attachments
* the transaction-related information (if present)

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 main section in the middle allows you to 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 across different channels depending on the need.

### The reply channel

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

When you access an interaction, the channel loaded will first be the default channel for the customer interaction according to 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 several drafts are present).

If no response draft is available for any channel, the default reply 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 and secondary channels available 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:$primary;"><code>Zenchef</code></mark></p> | Interaction source i.e. reply via the review provider's API | <ul><li>Email (1)</li><li>SMS (2)</li></ul> |
| <p><mark style="color:$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. reply 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 by using the channel selector located at the top of your reply 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 the settings of your [Workflows](/documentation/documentation-en/automations/workflows.md), a response 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) desired, you can create a draft or edit the draft already present.

To create a response draft, select the response editing area and start writing. 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 allows you to format your response before sending it.

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

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

#### AI writing features

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

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

<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:

* Write 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 reply" button at the bottom right of your screen to send your response to your customer.

The arrow on the right of your screen also allows you to schedule sending your response later.

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

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

To do this, simply send a new reply from the interaction page: 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.

## Internal Notes

The section [Internal Notes](/documentation/documentation-en/inbox/internal-notes.md) 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

<div align="left"><img src="/files/0a22a52c6e97cc7346ca1ba4de69bc0f33f7adb0" 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** centralizes the interaction history. There you will find, in chronological order, all actions performed 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-in-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 and then, in the list of assigned people, click the ╳ cross shown to the right of their name when hovering over it.

## Change the status of an interaction

Allows you to define whether the status of a customer interaction is <mark style="color:orange;">`Pending`</mark>, <mark style="color:green;">`Handled`</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 status of the interaction

In the top action bar, click on 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 allow you to 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 %}

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

## Change the mode of an interaction

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>* if this parameter is `true`.\
We say that an interaction is in *<mark style="color:orange;">`Human`</mark>* if this parameter 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) of workflows.

The mode of an interaction can also be changed manually:

{% 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>*, you can click on "Manual mode" to disable the mode *<mark style="color:purple;">`AI`</mark>* and activate the mode *<mark style="color:orange;">`Human`</mark>*.

If an interaction is in *<mark style="color:purple;">`AI`</mark>*, you can click on the button "Delegate to AI" to disable the mode *<mark style="color:orange;">`Human`</mark>* and activate the mode *<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 the mode *<mark style="color:orange;">`Human`</mark>* by a workflow or by a user, no more replies can be sent automatically until this mode is changed.\
If some of your workflows have draft generation or creation actions with automatic sending, the response drafts will 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, view the [Archived](/documentation/documentation-en/inbox/navigate-in-the-inbox.md#archives).

{% stepper %}
{% step %}

### Access the customer interaction

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

{% step %}

### Access advanced options •••

In the top action bar, click on the 3 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 view [Archived](/documentation/documentation-en/inbox/navigate-in-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 makes it easy to find it in the view [Pinned](/documentation/documentation-en/inbox/navigate-in-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 on the Pin icon 📌.

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

To unpin an interaction, go to the view [Archived](/documentation/documentation-en/inbox/navigate-in-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 in the calculation of Analytics statistics. To view deleted interactions, view the [Trash](/documentation/documentation-en/inbox/navigate-in-the-inbox.md#corbeille).

{% stepper %}
{% step %}

### Access the customer interaction

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

{% step %}

### Access advanced options •••

In the top action bar, click on the 3 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 view [Trash](/documentation/documentation-en/inbox/navigate-in-the-inbox.md#corbeille), click on the relevant interaction and in the drop-down menu click on "Undo deletion".

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

Conversely, if you cannot find a customer interaction in Fullwhere, it is possible that it was deleted by mistake: remember to check the view [Trash](/documentation/documentation-en/inbox/navigate-in-the-inbox.md#corbeille).

## Modify 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.


---

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