Your First Kulpunai Conversation
Understanding the Conversation Interface
When a customer sends a message, it appears in your inbox. Here's what you'll see:
Left Sidebar
- List of all conversations
- Filter by status (Open, Pending, Resolved)
- Search conversations
- View assigned/unassigned conversations
Center Panel
- Full conversation thread
- Message input area
- Attachment options
- Canned response selector (type
/)
Right Sidebar
- Contact information
- Conversation details
- Labels and attributes
- Previous conversations
Responding to Messages
- Select the conversation from the left sidebar
- Type your response in the message input
- Use canned responses by typing
/followed by the shortcode - Add attachments using the paperclip icon
- Send by pressing Enter or clicking Send
Managing Conversation Status
- Open: Active conversations needing attention
- Pending: Waiting for customer response
- Snoozed: Temporarily paused
- Resolved: Completed conversations
Tips for Great Conversations
- Respond promptly
- Use personalization with contact name
- Leverage canned responses for common questions
- Add internal notes for team context
- Assign to the right team member when needed