Manage Conversations in Saysimple: Resolve, Spam, Contacts and Notes

Manage conversations in Saysimple

Once you know how to navigate the main sections of the Saysimple Inbox, you can manage individual conversations directly from the conversation view.

From here, you can resolve conversations, mark them as spam, manage contact information, add contacts to Favorites, block contacts, and leave internal notes for your team.

These features help you keep your Inbox organized while giving your team the information it needs to manage customer conversations efficiently.

Resolve a conversation

When you've helped a customer and no further action is required, you can mark the conversation as Resolved.

To resolve a conversation:

Open the conversation.
Click the green checkmark icon at the top of the conversation.
The conversation will move to the Resolved folder.

Resolving a conversation removes it from your active workload while keeping it available in your Inbox history.

What happens when a customer replies to a resolved conversation?

An administrator can configure what happens to a resolved conversation from Settings.

Depending on your configuration, a resolved conversation can either:

Remain assigned to the last user who handled it.
Become unassigned when it is resolved.

If the conversation becomes unassigned, a new customer message will cause the conversation to appear as New in the Inbox. It can then be assigned to a user or team again.

This gives administrators control over how resolved conversations are handled when customers return.

Mark a conversation as Spam

If a conversation is unwanted or identified as spam, you can move it to the Spam folder.

To mark a conversation as spam:

Open the conversation.
Click the three-dot menu in the top-right corner.
Select the option to mark the conversation as spam.
The conversation will move to Spam.

Moving unwanted conversations to Spam helps keep your active Inbox focused on genuine customer interactions.

How to remove a conversation from Spam

If a conversation has been incorrectly marked as spam, you can restore it.

Open the Spam folder.
Select the conversation.
Choose "Unmark as spam".

The conversation will then return to its previous state.

Manage contact information

The right-hand sidebar of a conversation contains information about the customer or contact.

When someone sends you a message for the first time, they are not automatically saved as a contact.

If you want to save the person in your contact list, you can create a new contact directly from the conversation.

Create a new contact

To add a customer to your contacts:

Open the conversation.
Go to the contact information in the right-hand sidebar.
Click "Create new contact".
Enter the relevant contact details.
Save the contact.

You can then view and manage the contact from the Contacts section.

You can also update or edit the contact information whenever necessary, helping your team keep customer data accurate and up to date.

Add a contact to Favorites

You can also mark a contact as a Favorite from the contact information panel.

Adding a contact to Favorites makes the conversation easier to find by keeping it pinned at the top of your Inbox.

This can be particularly useful for customers or conversations that you need to access frequently.

When should you use Favorites?

Favorites can help you quickly access:

Important customers.
High-priority conversations.
Customers you communicate with regularly.
Conversations that require frequent follow-up.

Block a contact

If necessary, you can also block a contact from the contact information panel.

Blocking a contact can help prevent unwanted interactions from disrupting your team's customer service workflow.

The option to block a contact is available directly from the contact details in the right-hand sidebar.

Add internal notes to a conversation

Saysimple also allows you to add internal notes to a conversation.

Internal notes are useful when you need to share information with colleagues without sending that information to the customer.

For example, you could use an internal note to:

Share context with another team member.
Record information about a customer request.
Leave instructions for the next person handling the conversation.
Document an important detail or follow-up.

Are internal notes visible to customers?

No. Internal notes are only visible to you and your colleagues. The customer cannot see them.

This makes them a useful way to communicate internally while keeping customer-facing messages separate from team information.

Add an internal note

Adding an internal note is simple:

Open the conversation.
Click the yellow Notes icon.
The text field will turn yellow, indicating that you are writing an internal note.
Enter your note.
Save the note.

Once saved, the note will appear:

Within the conversation.
In the Notes section of the right-hand sidebar.

You can also use the Notes section to view the complete history of notes that have been added to the conversation.

Conversation management at a glance

The conversation view gives you several tools to manage customer interactions efficiently:

Action	What it does
Resolve	Moves the conversation to Resolved when no further action is required.
Mark as spam	Moves an unwanted conversation to Spam.
Unmark as spam	Removes the spam status and restores the conversation.
Create new contact	Saves the customer as a contact and allows you to manage their details.
Favorite	Pins the conversation so it's easier to find in your Inbox.
Block contact	Blocks a contact from the conversation view.
Internal note	Adds private information that is only visible to your team.

Frequently Asked Questions

How do I resolve a conversation in Saysimple?

Open the conversation and click the green checkmark icon at the top. The conversation will then move to the Resolved folder.

What happens to a resolved conversation if the customer replies?

This depends on your organization's Inbox settings. An administrator can configure whether the conversation remains assigned to the previous user or becomes unassigned. If it becomes unassigned, a new customer message can make it appear in New again.

How do I mark a conversation as spam?

Open the conversation, click the three-dot menu in the top-right corner, and select the option to mark it as spam. The conversation will move to Spam.

Can I restore a conversation that was marked as spam?

Yes. Open the conversation from Spam and select "Unmark as spam" to remove the spam status.

Are customers automatically saved as contacts?

No. When someone messages you for the first time, they are not automatically saved as a contact. You can add them by selecting "Create new contact" from the contact information panel.

How do I create a new contact from a conversation?

Open the conversation, go to the contact information in the right-hand sidebar, and click "Create new contact". You can then enter and save the customer's details.

Can I edit a customer's contact information?

Yes. You can add or modify contact details from the contact information panel.

What happens when I add a contact to Favorites?

The conversation is pinned at the top of your Inbox, making it easier to find and access quickly.

Can I block a contact in Saysimple?

Yes. You can block a contact directly from the contact information panel in the conversation.

What are internal notes in Saysimple?

Internal notes are private messages that you and your colleagues can use to share information about a conversation. They are not visible to the customer.

Can customers see internal notes?

No. Internal notes are only visible to users within your organization. Customers cannot see them.

How do I add an internal note?

Open a conversation and click the yellow Notes icon. Enter your message in the yellow text field and save it. The note will appear both in the conversation and in the Notes section of the sidebar.

Where can I see the history of internal notes?

You can view the complete history of notes added to a conversation in the Notes section of the right-hand sidebar.

Best practices for managing conversations

A well-organized conversation workflow helps your team respond efficiently and keep the Inbox under control.

Resolve conversations as soon as no further action is required.
Use Spam to keep unwanted messages out of your active workload.
Keep contact details up to date so your team always has accurate customer information.
Use Favorites for customers or conversations that require frequent access.
Use internal notes to share important context with colleagues without exposing it to the customer.
Review notes before taking over a conversation to understand previous interactions and internal context.

By combining these tools, you can keep your Saysimple Inbox organized and give your team the context they need to deliver a consistent customer experience.