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Room Management

Overview​

Room Management covers all actions related to managing conversations (rooms) beyond sending messages. This includes assigning agents, managing participants, viewing visibility settings, forwarding messages, and blocking users.

How to Access​

  • Open any conversation in the Inbox.
  • Management actions are available in the chat header and message context menus.
  • Available to all roles, though some actions (like blocking users) require the Contact Admin role.

Interface Overview​

Room management features are accessible through:

  • Participants dropdown (team icon in the chat header): Manage assigned agents.
  • Three-dot menu (top-right of chat header): Mark as unread, mark as unanswered/answered, view visibility report.
  • Message context menus (three-dot menu on individual messages): Forward, reply, delete, edit.
  • + menu (next to send button): Block user option.

Features & Actions​

Assign Yourself to a Conversation​

What it does: Adds you as an assigned agent to the conversation.

Steps:

  1. Click the team/users icon in the chat header.
  2. In the dropdown, click Assign me at the bottom.
  3. Your avatar appears in the header, and you are now assigned to the conversation.

Add Participants (Agents)​

What it does: Assigns additional team members to the conversation.

Steps:

  1. Click the team/users icon in the chat header.
  2. In the dropdown, a list of currently assigned participants appears.
  3. Below the list, a search/select field shows available team members (those not yet assigned).
  4. Select one or more team members.
  5. Click Add to assign them.
  6. The participant list updates and the new members can now see and respond to the conversation.

Important notes:

  • Only team members not already assigned to the conversation appear in the selection list.

Remove a Participant​

What it does: Removes an assigned agent from the conversation.

Steps:

  1. Click the team/users icon in the chat header.
  2. In the participant list, click the red X icon next to the agent you want to remove.
  3. The agent is removed from the conversation.

Forward a Message​

What it does: Sends a copy of a message to a different contact.

Steps:

  1. Hover over the message you want to forward and click the three-dot menu.
  2. Select Forward.
  3. A modal opens with a contact selector.
  4. Search and select the contact you want to forward the message to.
  5. If you have multiple WhatsApp channels, select which channel to use.
  6. Click Send to forward the message.

Important notes:

  • Forwarding is only available for WhatsApp channels.
  • You must select a contact and a channel before sending.
  • After forwarding, the target conversation is loaded in your inbox.

View Visibility Report​

What it does: Shows a detailed breakdown of which team members can see the current conversation and why.

Steps:

  1. Click the three-dot menu in the top-right corner of the chat header.
  2. Select Visibility Report.
  3. A modal opens showing:
    • The contact name, avatar, and channel.
    • The teams associated with the conversation.
    • A table listing each user and their visibility status based on: assignment, team visibility, unassigned access, and limited access settings.

Important notes:

  • The visibility report helps diagnose why certain agents cannot see a conversation.
  • The table columns are:
    • Assigned: Whether the user is directly assigned to the conversation.
    • Team Visibility: Whether the user has team-level access.
    • Unassigned: Whether the user can see unassigned conversations in their team.
    • Limited Access: Whether the user is restricted to only their assigned contacts (a red check here means they have the restriction).
    • Visible: The final result -- whether the conversation is visible to this user.

Block a User​

What it does: Blocks a contact from sending further messages. All existing messages from the contact are deleted.

Steps:

  1. Click the + menu button next to the send button.
  2. Select Block User (shown in red).
  3. A confirmation modal appears warning that the action will block the user and delete their messages.
  4. Click Block User to confirm.
  5. The contact is blocked and the message input area shows "User Blocked" instead of the message field.

Important notes:

  • This action requires the Contact Admin role.
  • This option is only available for WhatsApp channels (when templates are enabled).
  • Blocking deletes all messages from the contact and prevents future messages.
  • This action should be used with caution as it is difficult to reverse.

Mark as Unread​

What it does: Marks the conversation as having unread messages, even if you've already read them.

Steps:

  1. Click the three-dot menu in the chat header.
  2. Select Mark as Unread.
  3. The conversation shows an unread badge in the conversation list.

Important notes:

  • Only available when the conversation currently has no unread messages.

Mark as Unanswered / Answered​

What it does: Manually sets the unanswered status of a conversation.

Steps:

  1. Click the three-dot menu in the chat header.
  2. Select Mark as Unanswered to flag it, or Mark as Answered to clear the flag.
  3. The unanswered icon (orange clock) appears or disappears in the conversation list.

Fields Reference​

FieldDescriptionNotes
ParticipantsList of assigned agentsShown as avatars in chat header
Visibility ReportTable of user access detailsRead-only diagnostic view
Channel SelectorWhatsApp channel for forwardingOnly shown if multiple channels exist
Contact SelectorTarget contact for forwardingSearch by name

FAQ​

Q: Why can't I see the Block User option? A: The Block User action requires the Contact Admin role and is only available for WhatsApp channel conversations.

Q: What happens when I remove myself from a conversation? A: If your visibility depends on being assigned (e.g., you have "Limited Access" enabled), the conversation will disappear from your inbox.

Q: Can I unblock a user? A: Unblocking is not available directly from the chat interface. Contact your system administrator.

Q: Who can see the Visibility Report? A: All users can view the visibility report for conversations they have access to.