Manage message threads in GoDaddy Conversations
GoDaddy Conversations helps you view and manage conversation threads in your inbox so you can provide better service and work more efficiently. The design:
- Supports businesses with multiple team members who manage the same inbox
- Helps you track which customer conversations need your attention, with a filter system
- Helps you manage customer communications more professionally
- Aligns with how most modern communication platforms work
How does this benefit my business?
- Results-based statuses: Use statuses to better track and address customer questions and concerns.
- Automatic tracking: You don't need to mark conversations as Unread to remember to respond later.
- Better team collaboration: Anyone on your team can read conversations without affecting their status.
- Nothing gets missed: Conversations stay unresolved until someone on your team manually changes the status or replies to the message.
- Improved workflow: Filters help you easily find unresolved conversations or focus on conversations with a specific status.
How conversation statuses work
- Conversations start with an Unresolved (open) status when they arrive in your inbox. They appear in bold font so they're easy to find.
- Selecting a conversation to read it does not change its status.
- When you respond to a conversation, its status automatically changes to Waiting on Customer and it no longer appears in bold font. There's a response arrow showing that someone from your team has responded to this message and that this is the latest message in the thread.
- When the customer responds, the status changes back to Unresolved.
- You can manually Mark as Resolved (closed).
- You can also manually Mark as Unresolved (open) if needed.
- A new On Hold status is available, which is activated when you set a reminder on a thread. If you change the status of an On Hold conversation to Resolved, the reminder is removed.
- To filter by status, select Status, and then select the status you want to focus on.
What about archiving and spam management?
- You can archive a conversation. If a customer responds to an archived conversation, its status automatically changes to Unresolved and it moves from your Archived folder back to your inbox.
- You can also mark a conversation as spam. If you later respond to a spam message, it moves from your Spam folder to your inbox, with the status Waiting on Customer.
Required: Spam or Archived messages must be moved to your inbox before you can change their status.
- To filter for spam or archived conversations, select Inbox, and then select the status you want to focus on.
Related steps
- Mark a conversation as resolved or unresolved
- Mark conversations as spam or not spam
- Archive or restore a conversation
- Set and manage reminders in Conversations