Managing conversations
A conversation's thread
Open a conversation in the Inbox to see the whole thread, oldest email first: the customer's emails, the replies sent, and any draft awaiting approval. Pip reads the whole thread when drafting, so a follow-up question keeps its context:
Customer: Can I return the blue sweater I bought?
Reply: Yes, you have 30 days from delivery to return it.
Customer: And what about the shipping cost?
Reply: Returning the sweater is free: use the label in the parcel.
Status, priority, assignee and notes
In a conversation, open Status, priority, assignee and notes to:
- Resolve the conversation, or Reopen it
- Mark it as Spam
- Change its priority
- Assign it to a teammate
- Add a note only your team sees
A resolved conversation reopens when the customer writes again.
Pausing Pip in one conversation
Pause Pip here stops Pip drafting replies in that conversation, for example when a teammate is handling it. New emails from the customer then appear under Needs attention as needing a reply, and the assignee (or your notification address) gets an email about each one. Resume Pip turns Pip back on.
To pause Pip for all new email, use the switch under Settings > Email addresses.
Several conversations at once
In the Inbox, choose Select, tick the conversations on screen (or Select all), then Resolve or Reopen. Clear selection unticks them all. Drafts can't be sent in bulk on purpose: Review drafts sends them one at a time, each read first.
Numbers and export
Today links to the numbers page: replies, response time, customer ratings, tags and unanswered questions over a chosen period. Owners can download the conversations from there as a CSV file.
Data retention
By default, conversations are kept until someone deletes them (Keep forever). Under Settings > Data retention, an owner can choose to keep them for 2 years, 1 year or 6 months instead.
With a period chosen, each conversation with no new messages for longer than the period is permanently deleted overnight, with its attachments, drafts and notes. Pip's run history and activity log entries older than the period are deleted too.
- Contacts stay. The contact list records who agreed to receive updates, not what they wrote.
- A conversation that still needs your team stays, however old: one with a draft awaiting approval, one that needs a reply, or one where Pip is paused.
- Nothing is deleted for 24 hours after a period is chosen. Choosing one first shows how many conversations it would delete, and you can change it back within the 24 hours.
- Activity log entries for plan changes, data retention changes and customer data deletions stay, including who chose which period, and when.
Deleting a customer's data
To delete everything about one customer at once, open one of their conversations, open Customer details and choose Delete customer data. Only owners can do this.