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Conversations

Get help replying to, updating, viewing, and all-around improving your customer conversations.

  • Understanding customer conversations and journeys

    Every conversation your team has with a customer is just one part of that customer’s journey with your company. In order to provide the best support possible, your team needs to see not only their mes...

  • Responding to customer conversations

    In Kayako, your support team's interactions with your customers are grouped into conversations . Kayako's conversation format is designed to help you have more informed, more contextual, and all-aroun...

  • Tracking worked and billed time per conversation

    Balancing your support team's capacity relies on understanding where your agents spend their time. Kayako's time tracking app captures any time your agents spend on a conversation. With it, you can me...

  • Proactively messaging customers with engagement rules

    Handling incoming conversations with Kayako Messenger has lots of advantages, but you don't always want to wait for your customers to come to you. With engagement rules, you can proactively start conv...

  • Merging multiple conversations into one

    Although we may wish that customer conversations and customer problems had a 1:1 relationship, that's not always the case. Sometimes, you'll have two simultaneous conversations with a customer or orga...

  • Suspended message handling

    Every email message that comes into Kayako goes through a series of filters before being added to a conversation. These filters check for messages that can't be authenticated or verified, messages fro...

  • Adding dynamic content with placeholders

    Placeholders are used to access dynamic content and values in Kayako, which can help you save time drafting replies. They can also unlock some pretty powerful personalization options in your email tem...

  • Automating common replies and updates using macros

    Whenever you find your support team repeating the same action or sending the same reply to one conversation after another, that's a usually a good sign that you could use a macro. Macros can save your...

  • Building forms for different conversation types

    Most support organizations field many types of questions from their customers, from technical support to sales inquiries. Forms let you customize the data you collect for different types of support co...

  • Adding custom fields for conversations, users, and organizations

    The more information you gather about your customers and the problems they face, the easier it is to help them. To make that simpler, Kayako has options for creating custom fields that you can add to ...