> For the complete documentation index, see [llms.txt](https://docs.quickreply.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.quickreply.ai/product-modules/conversations/miscellaneous.md).

# Miscellaneous

### How to add[ User Tags](https://docs.quickreply.ai/product-modules/conversations/concepts#tags)?

* Open the chat in the Conversations module.
* In the customer profile panel, click the Add Tags dropdown.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FMoRGklpmIh4IESYrK9E4%2Funknown.png?alt=media\&token=8da0fe38-ba68-4b61-883b-2c35d68b7c25)

* Search for and select an existing tag, or type a new tag name.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FhcmQaPpPAj6aEk657BYj%2Funknown.png?alt=media\&token=7dd7a5ab-11ab-4053-bd85-010ab391b171)

* To add a new tag, click Create new tag. The tag is added to this customer and becomes available for other conversations.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FPKEMMwMsyfsJB2beQ4mp%2Funknown.png?alt=media\&token=a381c69f-a316-4101-8325-39551444cfa5)

### How to change the[ Lead Stage](https://docs.quickreply.ai/product-modules/conversations/concepts#lead-stage)?

Lead Stages help track a customer’s journey, from being a new lead to conversion. Businesses can update lead stages to keep customer data up to date.

To Change Lead Stage:

* Open the conversation with the customer.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FyVqoCpqtFdgg5SknQywy%2Funknown.png?alt=media\&token=e5a68629-3617-403c-b62b-47f5b41354c4)

* Click on Lead Stage in the user profile panel, and it will show you a drop-down.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F6jEiWhAuQbsWDqfFFQvJ%2Funknown.png?alt=media\&token=4ff842e4-57e3-404d-97dd-0e6268ed4c31)

* In the Lead Stage dialog, select the required stage from the available options.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fm6xaD1TypfoQcZ6uZQWm%2Funknown.png?alt=media\&token=9de30416-5728-45f1-9569-ab620fcb10d0)

Click Save Changes to apply the update.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F0CM6OOfXMHJrUp5YK3fC%2Funknown.png?alt=media\&token=fb7d3013-a259-48d0-a0fe-60bdddf52a4d)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FLArxegt3zIwVMPV7yZ5K%2Funknown.png?alt=media\&token=6b03f99b-de3a-4773-bb1a-f3e50285146d)

### How to modify user details?

Agents can edit customer details like name and email to ensure accurate CRM data.

To modify User Details:

* Open the chat with the customer.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fhi9cFROKCnjpgYlGxwp0%2Funknown.png?alt=media\&token=ce912122-f0f2-4030-89c3-a44c89efe8ea)

* In the Customer Profile panel, click on the Name or the Email, enter the new details, and click Save.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FaZtYr4pB4rzVSCFmcl3y%2Funknown.png?alt=media\&token=310071ff-0bb1-44a2-ad1a-0dcef2ed9cd0)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FuQr0ZuyeoUUEKzc51BVG%2Funknown.png?alt=media\&token=18160830-22e6-496a-8121-f0422a4e69e6)

### How to copy user details and[ attributes](https://docs.quickreply.ai/product-modules/conversations/concepts#customer-profile)?

Agents can copy user details and custom attributes for documentation or external use.

How to Copy User Details:

* Open the chat and navigate to the Customer Profile panel.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FOPnt3J9mQzPKiZ8gNB4p%2Funknown.png?alt=media\&token=1fb73890-80cc-4426-a613-7e0137c92098)

* Click on the Copy User Profile button next to the heading ‘Profile,’ and the value will be copied to the clipboard.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FW0atjKtmjHkec2GJj73v%2Funknown.png?alt=media\&token=bca864ae-c415-467c-ab29-75ca05efb933)

* Similarly, navigate to the Attributes panel.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FO1T5IanRIRifwG1almOZ%2Funknown.png?alt=media\&token=c5230c80-8430-465a-a924-2fde6e4cb6ce)

* Click on the Copy User Attributes button next to the heading ‘Attributes,’ and the value will be copied to the clipboard.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Ftm0LRLVSE2DgRLRhPHdO%2Funknown.png?alt=media\&token=30bbb57f-74ca-4e12-84d4-8fd70f09f74b)

### How to delete a user?

Agents can delete a user along with their conversation. Note that deleting a user is permanent and cannot be undone.

* Open the chat you wish to delete.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FIjMf20X4aLjm5lrdtTeq%2Funknown.png?alt=media\&token=c363795a-be1c-461b-a0ce-5667a3f23671)

* In the customer profile panel, click the More Options (⋮) menu next to the user’s name.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2F2i1i1VchQ7oMtkhWCciB%2Funknown.png?alt=media\&token=d50b7c7a-1e86-4102-87ec-8066931e4721)

* Select Delete user, type Delete to confirm, and click Delete user.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FoKcvb91cwzwkCdJOaHVU%2Funknown.png?alt=media\&token=0c433d76-95d4-4b07-ba03-19fcf5ea52f9)

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FMwi0ncSJLvIOvXXT2JJv%2Funknown.png?alt=media\&token=c89fbfd7-9acd-400d-8700-1790c1b9d6a4)

### What is the bot cool-off period?

The bot cool-off period is the time during which the bot does not intervene after an agent takes over a conversation. This prevents automated responses from conflicting with live agent replies.

Key Details:

* The bot remains inactive after an agent responds for a pre-configured time.
* Once the cool-off period ends, the bot can re-engage with the customer if required.
* The duration of the cool-off period can be configured under bot settings.

### What are failed messages

Messages can fail to send due to various reasons, such as:

* The user is inactive or has blocked the business.
* The WhatsApp template is not approved.
* The message exceeds the allowed time window (e.g., 24-hour rule).
* Network or API errors.

### What are skipped messages

Messages that are not delivered due to pre-configured rules

* Promotional message limit breached for X promotional messages in the last Y days.
* Non-engaging customer for the last X days. (dead audience filtering)
* Geofencing restriction.
* Utility Fallback message capping breached.
* Marketing message capping breached.

### What are Shopify features available in Conversations

QuickReply’s Shopify integration allows agents to view and create orders directly from the conversation window.

#### View Orders of a User

Agents can view a customer’s past orders within the chat interface.

To View Orders:

* Open the conversation with the customer.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FvUys1P5cV55MNLGDYBk6%2Funknown.png?alt=media\&token=1623b699-7fe7-4aeb-bf94-1739c4b21009)

* In the Customer Profile panel, open the Shopify tab.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fe3csjIWiVvfO1vwmEDs8%2Funknown.png?alt=media\&token=a4943789-2db5-4bf2-b33d-5c691bff9c3c)

* Click on the Shopify icon to see the list of past purchases.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fw6mA3dXZdJJuSLttR9AF%2Funknown.png?alt=media\&token=9aa655d1-cd9c-480d-ad60-8773b2d621f4)

#### Place an Order on Shopify from Conversation

Agents can place an order on behalf of a customer within QuickReply, streamlining the sales process.

To Place an Order:

* Open the chat with the customer.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2Fy7YAbiOlkIDmxuejlAnN%2Funknown.png?alt=media\&token=30673486-b903-420d-8531-455b08d3b834)

* In the Shopify tab, click Create Order.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FTp89llevX4Pi75oQc92w%2Funknown.png?alt=media\&token=916981f0-b3b8-49b3-bfad-0764a5da0b1f)

* Select the products, quantity, and shipping details.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FbO4Eak11Z3i1DNsDGX8j%2Funknown.png?alt=media\&token=3863b2e7-90f5-40c2-8ac3-74cfc66e6b2e)

* Select Payment status from Paid/Pending/Partially Paid. Click on Create Order, and it will be created on Shopify.

![](https://1325107618-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FePPO97Ju334NhhCzTEZP%2Fuploads%2FKSRkvCDxGLGbpAl2HbrR%2Funknown.png?alt=media\&token=e3c33082-e3e6-4fce-bc1f-9957cb19d1ed)

### Canned Responses

Canned Responses are saved replies that agents can insert from the reply box. To create a canned response:

* Go to Settings > Tools > Canned Responses.

Note: For more information about Canned Responses, refer to Canned Responses.