# Miscellaneous

## How to add [User Tags](/product-modules/conversations/concepts.md#tags)?

1. Open the chat in the **Conversations** module.

<figure><img src="/files/oJkYVLzULorKBlX82yD9" alt=""><figcaption></figcaption></figure>

2. Click on the **Tag icon** at the right of the chat window.

<figure><img src="/files/ROru5celEV9RN4ENsqyI" alt=""><figcaption></figcaption></figure>

3. Choose an existing tag or type in to create a new one.

<figure><img src="/files/5xAKbOeYBflRLcXeKi33" alt=""><figcaption></figcaption></figure>

4. Click **Create New Tag**, which will now be associated with the conversation and also available for other conversations.

<figure><img src="/files/BvkBreRjEujr1LRs8OuZ" alt=""><figcaption></figcaption></figure>

## How to change the [Lead Stage](/product-modules/conversations/concepts.md#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:**

1. Open the chat with the customer.

<figure><img src="/files/pXgxOcgBjGYhSL8kqk9A" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/AbTnyXIVGbxezWCjCMQv" alt=""><figcaption></figcaption></figure>

3. Select the appropriate lead stage (e.g., "New Lead," "Interested," "Converted").

<figure><img src="/files/QoCm34upOqa6GGT7nZYb" alt=""><figcaption></figcaption></figure>

4. The update will be reflected in the system instantly.

<figure><img src="/files/F2byyg5RWJr20HYBa3cX" alt=""><figcaption></figcaption></figure>

## How to modify user details?

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

**To modify User Details:**

1. Open the chat with the customer.

<figure><img src="/files/MCDcEmDWcMAI42RTZTPe" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/4OHIvnaZ7Ur5nvHIU7CS" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KsVpfejDXrwCyhO1to3p" alt=""><figcaption></figcaption></figure>

## How to copy user details and [attributes](/product-modules/conversations/concepts.md#customer-profile)?

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

**How to Copy User Details:**

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

<figure><img src="/files/X8yRB6MlpydmfzxSUJps" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/hDPeTcigJvk7cspweKHP" alt=""><figcaption></figcaption></figure>

3. Similarly, navigate to the A**ttributes** panel.

<figure><img src="/files/sFIbeGM4hy1i33whdQ0n" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/Mp3zppvvDLPXqE9oV0ss" alt=""><figcaption></figcaption></figure>

## How to delete a conversation?

Agents can delete old or irrelevant conversations to declutter their inbox. Note that deleting a conversation is **permanent** and cannot be undone.

1. Open the chat you wish to delete.

<figure><img src="/files/UqXpQIfz6XMNUN8LAoku" alt=""><figcaption></figcaption></figure>

2. Click on the **More Options (⋮) menu** on the right of the chat window.

<figure><img src="/files/ip8kBLy1lkgndt5CUyYk" alt=""><figcaption></figcaption></figure>

3. Select **Delete User,** type in “Delete”, and confirm.

<figure><img src="/files/6JxMVGMdpdopTwsEz8Sj" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/8h4xE6DLvfHAgMFs5WUh" alt=""><figcaption></figcaption></figure>

## 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:**

1. Open the conversation with the customer.

<figure><img src="/files/L1rdhkPTphZEWvu5mI82" alt=""><figcaption></figcaption></figure>

2. In the **Customer Profile panel**, navigate to the **Shopify Orders** section.

<figure><img src="/files/puMbJr8lZ2m0H9DanSUP" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/hNHkiPVyXUu85lvjDj2e" alt=""><figcaption></figcaption></figure>

### 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:**

1. Open the chat with the customer.

<figure><img src="/files/xQUKuS6aLxETPVWE56rT" alt=""><figcaption></figcaption></figure>

2. In the **Shopify Orders section**, click **Create Order**.

<figure><img src="/files/X0GBVup79sFWPOwl5w9X" alt=""><figcaption></figcaption></figure>

3. Select the products, quantity, and shipping details.

<figure><img src="/files/QyTUonA3wDChmcCTFTQS" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/1hMDaiZfJ1xZBxVkQaSq" alt=""><figcaption></figcaption></figure>

## Flash Responses

Agents can set up flash responses or saved responses. To create a new Flash response:

1. From the sidebar, open flash responses

<figure><img src="/files/r9iW19cMIEjPq0NwbJl2" alt=""><figcaption></figcaption></figure>

2. Click on "+New Flash Response"

<figure><img src="/files/bgbQk3kkSFowQAaX5HK1" alt=""><figcaption></figcaption></figure>

3. Add a short name to recognize the flash response. And fill in the text, what the agent wants to send to a user when clicking on the short name.
4. Optionally, you can choose to share with other agents too by turning on the Shared switch.

<figure><img src="/files/vKuYuGM66u2Zxz2sIdY1" alt=""><figcaption></figcaption></figure>

5. Click on Add.


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