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Workflow Action: Edit Conversation in Stack

Efficiently managing conversations is essential for any business interacting with customers. The Edit Conversation Workflow Action in Stack automates this process, allowing you to mark messages as read or unread and archive or unarchive them seamlessly. This automation reduces manual tasks, streamlines workflows, and keeps your team organized. Let's explore what this action does, its benefits, and how to set it up within your workflows.

Table of Contents​

What is Edit Conversation Workflow Action?​

The Edit Conversation Workflow Action enables businesses to automatically update the status of conversations based on specific events in their workflow. This means you don't have to manually mark conversations as read or unread or manage chat archives. By automating these tasks, your customer support team can manage their inboxes more effectively, ensuring important conversations get the attention they deserve.

Key Benefits of Edit Conversation Workflow Action​

  • Automates Inbox Management: Automatically updates conversation statuses, reducing manual effort.
  • Improves Response Prioritization: Makes unread messages that need attention easily identifiable.
  • Enhances Workflow Efficiency: Organizes conversations based on predefined triggers, streamlining communication.
  • Keeps Conversations Organized: Moves completed or inactive conversations to the archive while keeping active ones accessible.

Configuring Edit Conversation Workflow Action​

Setting up the Edit Conversation Workflow Action in Stack is straightforward. Here's how you can integrate it into your workflow:

Access the Workflow Builder​

  1. Navigate to the Automation section in your Stack dashboard.
  2. Click + Create Workflow and select +Start from scratch or open an existing workflow where you want to automate conversation management.

Add the Edit Conversation Action​

  1. Click on the + Add Action button within the workflow editor.
  2. Search for Edit Conversation in the action list and select it.

Naming the Action​

Provide a descriptive name for the action, such as "Mark as Read & Archive," to easily identify its function within the workflow.

Configuring the Action Settings​

Once the Edit Conversation action is added, configure the available settings:

  • Mark as Read or Unread

    • Mark as Read: Marks a conversation as read without opening it.
    • Mark as Unread: Resets the conversation status to unread, ensuring it remains visible.
    • None: Keeps the current read/unread status unchanged.

  • Archive or Unarchive

    • Archive: Moves the conversation out of active view to keep the inbox clutter-free.
    • Unarchive: Restores a conversation back into the Recents tab for easy access.
    • None: Keeps the conversation in its current state.

Save and Publish the Workflow​

Once the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.

Frequently Asked Questions​

Q: Can I use this action to automatically archive all completed conversations?
Yes! By setting up a trigger like Contact Replied or Appointment Status Changed, you can automatically archive conversations once an interaction is complete.

Q: What happens if I select “None” for both Mark as Read/Unread and Archive/Unarchive?
If both options are set to None, the action will not make any changes to the conversation, and it will remain in its current state.

Q: Will this action notify the user when a conversation is archived or unarchived?
No, this action only updates the conversation’s status. If you need notifications, you can add a Send Notification action separately.

Q: Can I bulk update conversations using this action?
No, this action applies only to individual conversations triggered within a workflow. However, you can create workflows that apply to multiple conversations over time.