# Follow the WhatsApp conversations

> In Actions, follow Dri's conversations, the imports and the estimate sends: what each column says, each Status and the useful filters.

Source: https://vendria.com/en/ajuda/acompanhar-conversas-do-whatsapp

## Where to find it

Conversations are in the menu, under **Actions**. In a single list, the page gathers what
went through Dri: the conversations on WhatsApp, Telegram and her own chat,
the file imports that became (or tried to become) a quote and the PDF estimate
sends. The most recent row comes first.

Clicking a conversation row opens its detail. See [The detail of a Dri conversation](/en/ajuda/detalhe-de-uma-conversa).
Clicking an import row opens the import's detail.
See [The detail of an import](/en/ajuda/detalhe-de-uma-importacao). Clicking an estimate send row opens the
quote that was sent.

## Which conversations show up for the seller

Your list shows the conversations in which *you are the seller*: the ones you had
with Dri and the ones a customer of yours opened with her. The imports
you did and the estimate sends you made or received also appear. Your
colleagues' conversations are not included.

- *Sales rep who is a Partner or Administrative member*: also sees the rep agency team's conversations and
  imports.
- *Sales rep by mandate*: sees only what went through the mandate's stores,
  besides their own conversations, which always appear.

Whoever manages the company or a store sees all sellers' conversations. If a colleague
says they cannot see a conversation you can, that is usually the difference.

## How to read a row in the list

Each row (on a phone, each card) shows:

- **Store**, **Date** (when it started) and **Status**: whether the row is still
  going and, if it ended, whether it ended well, explained in the next section;
- **Channel**: **WhatsApp**, **Telegram**, **Own chat** or **Import**;
- **Type**: who talked to Dri (**Buyer**, **Seller**,
  **Sales rep**, **Admin**, **Test (Vendria)** and others); for an import, the
  file format; for an estimate send, **PDF**;
- **Person**: the name of who talked. In a conversation opened by a customer, the
  seller appears below, as "Seller:" and the name;
- **Duration**;
- **Actions**: what Dri did (for example **Search**, **Order**, **List**,
  **Excel**, **PDF**), with "×2", "×3" when she repeated it, and the **Quote #** shortcuts
  to the documents born there.

An action with a warning triangle, like **⚠ Search**, is one Dri tried and
could not complete; on mouse-over, the hint says it was not charged.
On an estimate send row, the **Actions** column says who it went to, which
quote (and version) and, when it did not arrive, the reason.

When you come back from the detail, the last row opened stays highlighted, so you can find
where you left off.

## What the Status column means

The Status says whether the row is still going and, if it ended, whether it ended well. What
it produced (quote, order, search, send) is in the **Actions** column.

- **In progress**: the conversation is still open, the import is still
  reading the file, or an **order notice** went out on WhatsApp and Meta has not
  confirmed delivery to everyone yet.
- **Completed**: the conversation became an order or a quote, or it was a lookup (catalog
  search, list, order status, question about the portfolio or about the
  company) that was answered, or just a "hi". On an import, the file was
  read. On an estimate send, the PDF was delivered. On an order notice, Meta
  confirmed delivery to everyone — the reason comes below ("delivered to N") to
  say to how many.
- **No result**: there was an attempt (build a quote, place an order, choose
  the customer) and no document came out. It is the filter for finding a sale that slipped away.
- **Attention**: something needs reading, and the reason comes below: **no answer** (the
  last message recorded in the conversation is from whoever talked to Dri; before
  concluding she stayed silent, read the question about photos in *Common
  questions*), **couldn't answer** (Dri replied, but did not know the answer,
  or refused because of access level), or, on an estimate send or an order
  notice, **not delivered**.
- **Failed**: the import could not read the file.

If there is an order, it wins over everything: the conversation comes out **Completed** even if
the last message was left without an answer.

## A conversation is not the customer's whole history

Each row is a *session*, not everything the customer has ever said. A
conversation ends on its own in two ways, whichever happens first:

- after a while with no new message: today, 30 minutes;
- when it reaches 24 hours from the start.

The next message from the same contact opens a new conversation. That is why it is normal
to see the same person several times in the list. Looking for something the customer said
yesterday, open that day's conversation, not the one on top.

Both time limits apply to every company; they are not adjusted in your account.

## Filter and search the list

The **Filters** button opens the selectors. Every filter in use appears as a
tag above the list (its X turns off only that one), and **Clear** brings everything back
to the default. The search box looks for whatever you type. The most useful filters for the seller:

- **Channel** = **Import**: only the files you imported;
- **Status** = **No result**: conversations where someone tried to build a quote or
  order and nothing came out, to decide whether it is worth picking up again;
- **Status** = **Attention**: conversations left without an answer or where Dri
  could not answer;
- **Initiator** = **Buyer**: only the conversations your customers opened
  on their own;
- **Action** = **Estimate sent**: only the estimate PDFs sent on
  WhatsApp;
- **Format**: the file type; with it on, the list shows only
  imports.

How many rows fit on a page you decide in the footer, in
**Actions per page**.
When the combination leaves nothing, the list says *"No actions for these
filters."*.

## Test conversations

Test conversations are left out of the list by default. When there are any in the
selection, a tag above the list says how many, like "2 hidden tests", and its
X shows them. In **Filters**, a selector switches between **No tests**,
**With tests** and **Tests only**, with the number of tests in the selection in
parentheses.

In the **Type** column, three marks separate tests from real sessions:

- **Test (Vendria)**: the conversation opened by the Vendria team with its internal
  access;
- **Impersonation**: someone from Vendria acting as another person; the
  **Person** column shows who acted and, below, "as" and the name of who was simulated;
- the **Test** pill: the conversation marked as a test by hand, the impersonation or the
  Vendria test account. On mouse-over, it says the reason and, for manual
  marking, who marked it.

The **Mark as test** button only appears for whoever manages the company or a
store. If
you think a conversation in your list is a test and it has no mark, ask the
administrator.

## When Dri stops and calls you

Dri resolves on her own what she can and stops when she is not sure: a code
that matched two products, an ambiguous quantity, an illegible photo. She
asks in the conversation itself, with buttons, a list or numbered options, and your
next answer resolves the question. See [When Dri asks, and how to answer](/en/ajuda/quando-a-dri-pergunta-e-como-responder).

The screen is the other way out: open the quote through the row's **Quote #** shortcut and
resolve it on the item's line itself, seeing the product and the quantity before
deciding.

## Common questions

**Why doesn't the list show a colleague's conversations?** It shows only yours
(and the team's, if you are a Partner or Administrative member of a rep agency). Whoever
manages the company sees everyone's.

**The conversation shows the photo sent and no answer from Dri. Didn't she answer?**
Today silence on the screen is real silence, on all three channels. The notices
Dri sends about the file are recorded in the conversation: the photo receipt
("I got the image, I'm reading it…"), the PDF one and the spreadsheet one, the "I didn't
find items in this image.", the format refusal, the reading error and the
question about which store. If the screen shows no answer at all, Dri really did not
answer.

Two families are left out, on purpose, because in them the file is never
read and the sender's message does not even become a row: the TYPE refusal (video,
sticker, `.docx`) and audio. In those cases the screen shows neither the send nor the
answer.

**Why did the conversation expire and the Status doesn't say No result?** Because expiring
is just how it closed, not what it did. An answered lookup that
expired stays **Completed**, and so does one that generated a quote, unless the
last message was left without an answer: then it comes out **Attention**, with the reason
**no answer**.

**Why has a conversation been In progress for hours?** Normally it closes
on its own within the time limit. If the list still shows it **In progress**, it is closed
as soon as the next message from that contact arrives, and the message opens a new
conversation.

**Why don't I see the Credits column?** It only appears in some accounts, and only
when the account tracks usage in credits.

**How do I talk to the customer of a conversation?** Open the conversation and use **Message on
WhatsApp**.