🎯 What is this function for?
The Preferences submodule acts as the central control panel to dictate the behavior rules of your Conversations module. Here you can automate the cleaning of your inboxes, decide which multimedia tools your agents can use, and configure smart rules, such as ensuring that a customer is always served by the same agent.
📋 Before you begin (Checklist)
To be able to modify these rules, make sure you comply with the following:
You have a role with Administrator permissions on the platform.
You know your company's policies regarding closing times and the use of multimedia files.
⚙️ Configuration Guide by Section
Go to the Conversations module and enter the Preferences submodule. Here you will find the following sections that you can adjust according to your needs:
1. Assignment Configuration
Ensure personalized treatment for your recurring customers.
Reassign to the same agent if available: When you turn on this switch, if a customer writes back, the system will try to automatically assign them to the last agent who attended to them (as long as they are available; if not, conversations will be assigned randomly within the group).
Select a group: Use the dropdown menu to choose which specific agent groups this rule will apply to.
2. Display Configuration
Control what your team can see behind the scenes.
Allow agents to see conversations assigned to the bot: If you activate it, agents will have permission to observe in real time the chats that the bot is currently managing.
3. Automatic Conversation Closure
Keep your inboxes clean and organized by configuring automatic cleaning routines for two types of chats: Expired (inactive after 24 hours) and Outgoing (Campaigns and individual templates). For both categories you must configure:
Closing time: Indicate the number of "Days" the system will wait before closing the chat.
Closing classification: Select from the dropdown menu the label or reason (e.g., "Automatic conversation closure") that will be assigned to the chat when the system closes it.
4. Messages and Attachments Configuration
Define what types of multimedia formats your team can use in chats.
Enable formats: Check the corresponding box to authorize the use of Voice messages, Emojis, Attachments (images or documents), or Stickers.
Assign permissions: Use the dropdown menu next to each option to choose which agent groups will be granted this permission.
⚠️ Important: If an agent group is not added to the dropdown menu of a specific format, its members will not have the necessary permissions to send it to customers.
5. Conversation Inbox (Reset)
Support tool to clean up agents' custom views.
Delete advisor inboxes: Select one or more agents from the menu and click "Delete inboxes" to reset their interface to factory settings. (See Golden Rules below).
6. Direct Send API
Advanced configuration for integrations.
Enable Direct Send API: When turned on, administrators will be able to execute Direct Send API onboarding on each line (WABA) directly from the Meta Portfolio.
🚨 Golden Rules (Key Considerations)
⚠️ About deleting advisor inboxes: This action cannot be undone. However, rest assured that executing this cleanup does not delete any conversations, chats, or messages; it only removes the folders or visual filters that the agent has created on their screen. You will not lose customer information.
Take control of your operation! 🚀
Correctly configuring your preferences helps you automate manual work (such as closing old chats) and ensure that your team has exactly the tools and views they need to sell and serve better. ✅