Conversation Statuses

Conversation Statuses are attached to incoming and outgoing conversations and will appear in the conversations section of Flow. They are useful in giving context to what the conversation entails, allow for customization, and easy filtering.

Depending on the clinic's workflow, it is easy to edit or create new statuses.

   🛑 It is recommended to never delete any pre-existing statuses as they may be tied to your         automated reminders

Adding conversation statuses in Flow

1. 1. While logged in to Flow, navigate to Settings > Conversations
   2. To add an active status, click+Add Active Status. To add an archived status, click +Add Archived Status.
   3. A new status will appear in the table which can then be renamed and edited

Editing Conversation Statuses in Flow

1. 1. While logged in to Flow, navigate to Settings > Conversations
   2. Click on the conversation status that needs editing 
      1. To rename the status, click on the status to allow edits
      2. To change the color of the status, click on the color block to choose a color or create a new color
   3. To delete the status, click the garbage can icon on the right side of the table
   4. Updates to statuses will be saved automatically after edits have been made

Using Conversations Statuses to Archive and Export 

1. Find the conversation of the client in question, either by finding it in the conversation column on the left side of the screen; or by clicking the search paw icon in the menu on the right side of the screen, searching for the client, and clicking ‘Join Chat’

2. Click on the statuses to generate a list of available statuses and scroll down to the archived section. Choose the designated export status.

3. A message will automatically appear in the conversation when the exporting has been successful

4. The conversation will now appear as archived to both the clinic and the pet parent.

   💡The conversation can be unarchived at any time, but note that this will allow any new conversations or requests to start in the unarchived message. There can only be one live conversation open per client.

   💡If a new conversation is started in an old thread, the whole conversation will be exported.

Automatically archiving conversations

Conversations statuses can be changed to automatically archive conversations. It is recommended that this be used for clinics that are regularly checking Flow. Conversations are at risk of being archived without follow up if not checked routinely. 

• How to automatically change conversation statuses

  1. Navigate to Settings > Conversations and scroll down to Auto Update Status

  2. Choose +Add Status Workflow

     

  3. Determine how many days of inactivity changes a workflow status and which statuses will be affected

     💡Best Practice: The changes can be made from an active status to an archived status or to a different active status, for example: a widget request can be changed to Needs Attention to alert a clinic user that a conversation has not been engaged with