A conversation in Sahut is a thread of messages exchanged between your team and a single customer contact. Every inbound message from a customer either starts a new conversation or is added to an existing open one, depending on the channel and your settings.
Conversation statuses
Every conversation has a status that tells your team where it stands:
| Status | Description |
|---|
| Open | The conversation needs attention — it’s waiting for a reply or assignment |
| Pending | Your team has replied and is waiting for the customer to respond |
| Resolved | The conversation has been closed. Customers can still reply, which reopens it |
| Snoozed | Hidden until a set time; useful for follow-ups |
Assigning conversations
Conversations can be:
- Unassigned — visible in the shared inbox; any agent can pick it up
- Assigned to an agent — routed to a specific person
- Assigned to a team — routed to a group of agents
To assign a conversation:
- Open the conversation
- In the right sidebar, find Ditugaskan ke (Assigned to)
- Click Pilih Agen (Select Agent) or Pilih Tim (Select Team)
- Choose the agent or team
Supervisors and admins can reassign conversations at any time. You can also set up automation rules to assign conversations automatically based on channel or keyword.
Labels
Labels let you categorize conversations for filtering and reporting. Common examples: refund, complaint, urgent, follow-up.
To add a label to a conversation:
- Open the conversation
- In the right sidebar, click Tambah Label (Add Label)
- Select or create a label
You can filter your inbox by label to see all conversations in a category at once.
Internal notes
Internal notes let you and your teammates communicate about a conversation without the customer seeing. Notes appear with a yellow background inside the conversation thread.
To add an internal note:
- Open the conversation
- Click the Catatan Internal (Internal Note) tab in the reply area
- Type your note. Use
@ to mention a teammate and notify them
- Click Kirim (Send)
Conversation history
Every conversation is stored permanently in Sahut. When a customer contacts you again, you can see their previous conversations in their contact profile — giving every agent full context before they reply.
Merging conversations
If the same customer starts conversations on multiple channels, you can merge them into one thread to keep the contact’s history clean.
- Open the conversation you want to merge into another
- Click the … menu in the top-right
- Select Gabungkan (Merge)
- Search for and select the target conversation
- Confirm the merge
Merging conversations is permanent and cannot be undone. The merged conversation’s messages are combined into the target conversation.