How to manage customer conversations

Bring every channel into one shared inbox, give each conversation one owner and a status such as open, waiting or done, attach it to the customer’s record, and leave a short note when you hand it to someone else. Then nothing gets answered twice, and nothing gets missed.

The problem with scattered conversations

A customer messages on Instagram, follows up by email and then calls. Three people see three pieces. One answers, one does not, and the third repeats a question the customer already answered. The fix is not working harder. It is putting each conversation in one place with one clear owner.

Five rules for a calm inbox

1. 1One inboxRoute WhatsApp, email, social messages and your website form into one shared view.
2. 2One ownerEvery conversation is assigned to one person. If everyone can see it, someone must own it.
3. 3Simple statusesOpen needs a reply from us. Waiting means we are waiting on the customer. Done means resolved.
4. 4Linked to the customerEach conversation sits on the customer’s record, next to past purchases and earlier messages.
5. 5Notes, not memoryAnything agreed on the phone or in person gets a one-line note.

Where Kahu fitsWhatsApp InboxKahu reads every WhatsApp message, drafts the answer from your prices and hours, and you tap send. Or let it send the routine ones itself.Your existing WhatsApp Business numberReplies drafted from your prices and hoursA person presses sendSee WhatsApp Inbox →Nikau Reeves+64 21 ··· ··· · via WhatsApp BusinessHey, anything free Thursday after 5? And roughly how much for a cut and beard trim?17:04Draft · from your price list and hoursKia ora Nikau, yes – 5:30 Thursday is free. Cut and beard trim is $55, about 45 min. Want me to hold it for you?EditSend

Handing over cleanly

Handovers are where conversations go wrong. When you pass a conversation on, because of shifts, skills or holidays, leave a two-line note: what the customer wants and what has been promised. The customer should never have to repeat themselves. AI can help here by summarising a long thread into a few lines for the next person to check.

Keeping it under control

• Start each day with open conversations, oldest first.
• Set a reply target for opening hours and check it weekly.
• Use tags such as booking, quote or complaint to spot patterns.
• Close conversations when they are done, so the open list means something.
• Turn questions you answer often into saved replies.

Frequently asked questions