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 Notifications → Conversations from the main navigation menu. The page shows a list of all clients who have exchanged messages with your organization.
Conversations list page
Conversation List
The conversation list shows:
- Client name — The client who sent or received messages.
- Last message preview — A truncated preview of the most recent message.
- Direction — Whether the last message was inbound (from the client) or outbound (from your team).
- Unhandled count — The number of inbound messages that haven't been marked as handled.
- Timestamp — When the last message was sent or received.
Conversations are sorted by most recent activity. Clients with unhandled messages appear at 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.
Conversation detail view
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.
- Review the message and its detected intent.
- Take any necessary action (e.g., reschedule the activity, update the client record).
- Click Mark as Handled to indicate the message has been addressed.
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 Send.
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 main navigation shows a badge with the count of unhandled inbound messages. 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.
Was this page helpful?