Bulk actions
Select many EngageOne conversations at once to assign an agent or team, add or remove labels, resolve, reopen or snooze them together.
Bulk actions let you change many conversations in one go. Use them to clear a backlog, hand a batch to another team, or tag a group of similar chats.
Select conversations
- Open Conversations and pick the tab or folder you want to work on.
- Hover over a conversation's avatar in the list. A checkbox appears.
- Tick the checkbox. Tick more conversations the same way.
A bar appears at the bottom of the list showing how many conversations are selected, for example "3 selected".
To select every conversation in the list, tick the checkbox at the left of that bar. To start over, click Clear.
Note: Selecting all only picks the conversations loaded on screen. EngageOne shows "Conversations visible on this page are only selected." Scroll down to load more before you select all, or use a filter to narrow the list first.
What you can change
The bar has five buttons. Hover over each one to see its name.
| Button | What it does |
|---|---|
| Assign labels | Adds one or more labels to every selected conversation |
| Remove labels | Removes labels from every selected conversation |
| Change status | Resolve, Reopen or Snooze the selected conversations |
| Assign agent | Assigns them all to one agent, or None to unassign |
| Assign team | Moves them all to one team, or None to remove the team |
Add or remove labels
- Click Assign labels or Remove labels.
- Search for and tick the labels you want.
- Click Assign selected labels or Remove selected labels.
Change the status
- Click Change status.
- Choose Resolve, Reopen or Snooze. You only see options that make sense for what you've selected.
- If you chose Snooze, the command bar opens. Pick a time such as Until tomorrow, or type one, such as "next monday".
Note: If your account requires certain attributes before a conversation can be resolved, conversations missing them are skipped. EngageOne tells you when some or all of them couldn't be resolved.
Assign an agent or team
- Click Assign agent or Assign team.
- Search for and pick a name, or pick None.
- Confirm with Yes.
The agent list only shows people who can reach the inboxes of the conversations you selected.
Use the keyboard
While conversations are selected, press ā + K (Mac) or Ctrl + K (Windows). The command bar shows a Bulk Actions group where you can snooze, resolve or reopen everything you've selected.
Good habits
- Filter first. Use a filter or folder to get exactly the conversations you want, then select all. See Conversation filters and folders.
- Label before you resolve. If you resolve a batch of spam or duplicates, add a label first so it shows up in reports.
- Tell your teammates. When you reassign a batch, leave a private note on the most urgent ones so the new owner knows why.