Conversations
FlowForth supports two-way WhatsApp messaging with your clients. When clients reply to notifications, their messages are captured and displayed in the Conversations feature, where your team can review and respond.
Accessing Conversations
Navigate to Communications → Conversations from the main navigation menu. The Conversations page is a two-pane chat view: a list of clients on the left and the selected conversation on the right.
Conversation List
Each entry in the left-hand list shows:
- Client name — The client who sent or received messages.
- Last message preview — A truncated preview of the most recent message. Messages your team sent are prefixed with "You:" so you can tell inbound from outbound at a glance.
- Unhandled badge — A red count of inbound messages that haven't been read yet.
- Timestamp — When the last message was sent or received.
Conversations are sorted by most recent activity, so clients with new inbound messages surface toward the top.
Viewing a Conversation
Click on a client in the list to open the full conversation history. The detail view shows:
- All messages exchanged with the client in chronological order.
- Inbound messages (from the client) and outbound messages (from your team or automated notifications) are visually distinguished.
- Timestamps for each message.
- The staff member who handled or responded to each message.
- Links to related activities, if the message was in response to a service notification.
Handling Inbound Messages
When a client sends a WhatsApp message, it appears in the conversation as an unhandled inbound message. FlowForth attempts to detect the client's intent:
| Detected Intent | Meaning |
|---|---|
| Confirm | Client is confirming a scheduled activity |
| Reschedule | Client wants to reschedule |
| Cancel | Client wants to cancel |
| Stop | Client wants to stop receiving notifications |
| Help | Client is requesting assistance |
| Other | Message does not match a known intent |
To process an inbound message:
- Open the conversation with the client. Opening it marks that client's inbound messages as read, which clears them from the unhandled badge.
- Review the message and its detected intent.
- Take any necessary action (e.g., reschedule the activity, update the client record).
- If the client expects a response, send a quick reply (see below).
Sending a Quick Reply
To send a message to a client:
- Open the conversation with the client.
- Type your message in the reply field at the bottom of the conversation.
- Click the send button (the paper-plane icon) next to the reply field.
The message is sent via WhatsApp and added to the conversation log.
Quick replies are useful for answering client questions or confirming changes. For automated notifications, use Notification Templates instead.
Unhandled Message Indicator
The Communications menu in the main navigation shows a badge with the number of unread inbound messages (combined with any pending admin alerts). This helps your team stay on top of client communications without needing to check the Conversations page manually.
What's Next?
- Notification History — View the delivery status of automated notifications.
- Notification Templates — Customize the messages clients respond to.
- Client Notification Preferences — Manage client opt-in and reminder settings.
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