Conversations: direct messages from Telegram, WhatsApp, Instagram, and other messaging apps

The "Conversations" section brings together private messages users send to bots connected to KWIGA through Telegram, WhatsApp, Instagram Direct, Facebook Messenger, and Viber.

This section lets you communicate with subscribers in one place without switching between messaging apps. You can answer questions, send materials, link conversations to CRM contacts, and assign inquiries to team members.

Conversation list

The left side of the section shows connected bots and their conversations with subscribers. Select a bot to see all inquiries received through it.

Each bot shows its subscriber count. This helps you quickly gauge audience activity and start a conversation with a specific user.

If a conversation isn't linked to a contact in KWIGA yet, it has a "No contact" label.

Search and filters

As the number of conversations grows, search and filters help you quickly find inquiries, check their status, and keep track of your team's work.

The following filters are available:

• Conversation status: all, new, awaiting a user response, awaiting a support response, or closed. For example, you can view only new inquiries or find conversations that need a team member's response.

• State: all, active, blocked, or with unread messages. This helps you separate active conversations from blocked ones and avoid missing new messages.

• Assigned to: all, mine, or unassigned. If several team members handle messages, each can view their own inquiries or find conversations that still need to be assigned.

• User match: all, matched, or unmatched. This lets you find conversations that still need to be linked to CRM contacts.

• Tags: filter conversations by their assigned tags. For example, you can use tags to group inquiries by topic: "Payment questions", "Support", or "Interested in a course".

You can combine multiple filters to narrow down the list. For example, find all active conversations with no one assigned, or all unread messages awaiting a support response.

Viewing a conversation

Select a user to open the conversation history. The user's name, bot name, and Chat ID appear at the top.

The message history provides context: what the user asked, which answers they received, and what materials were sent to them.

This is especially useful when another team member takes over an inquiry – they don't need to ask for information the user has already provided.

The conversation also shows messages sent to the user through bulk mailings. These messages are marked "Mailing", so you can easily distinguish them from regular messages.

This lets you see which messages the user received through mailings and take them into account in future conversations.

Linking a conversation to a contact

You can link a conversation to a contact in KWIGA CRM. This brings together the messenger conversation and the customer's information on the platform.

For example, if a user asks about a course on Telegram and their contact is already in your CRM, you can link the conversation to that contact. Your team can then handle the inquiry with the customer's existing information in mind.

To do this:

1. Open the conversation.

2. Click "Link contact" next to the user's name.

3. Find the contact by name or email.

4. Select the contact and click "Link contact".

Once linked, the contact's name appears next to the user's name in the conversation. You can change the linked contact if needed.

Replying to messages

You can reply to users directly from KWIGA without opening Telegram, WhatsApp, or another connected messaging app.

Open the conversation and type your message in the field at the bottom of the window. Click the send button to send your reply.

The message field includes additional tools:

• File – send documents, presentations, instructions, and other files.

• Take photo – add a photo while working in the conversation.

• Record audio – send a voice message when it's easier to explain something aloud than to type it.

• Record video – record and send a video message.

• From storage – add files already saved in KWIGA storage. For example, you can quickly send a course presentation, instructions, or learning materials.

• Emoji – add emoji to a message.

• Quick replies – ready-made templates for common questions.

Quick replies

If your team regularly answers the same questions, you can create message templates. This saves time and helps keep communication with customers consistent.

For example, you can prepare templates with course prices, payment options, access to courses, or support contact details.

To create a template:

1. Open the Quick replies section.

2. Click "Create template".

3. Enter a template name and the reply text.

4. Save the template.

You can use variables in the text:

• {name} – the subscriber's name.

• {first_name} – first name only.

If the user's name is unavailable, their @username is used instead.

To use a template in a conversation, type # in the message field and select the quick reply you need.

Export conversations

Export subscriber and conversation data to work with it outside KWIGA.

For example, you can list users who contacted support, analyze where subscribers came from, or process the data further in spreadsheets.

To export data:

1. Click "Export" at the bottom of the conversation list.

2. Select CSV as the file format.

3. Set the date format if needed.

4. Select the fields to include in the file.

5. Drag fields to reorder them if you like.

6. Click "Export".

Available fields include:

• bot;

• subscriber's first and last name;

• Telegram @username and ID;

• subscription date and source;

• subscriber status and conversation status;

• assigned team member and tags;

• last message and number of unread messages;

• name, email, and phone number of the linked KWIGA contact.

You can select only the fields you need and keep their current order. This is useful if you regularly export data with the same settings.

Please note: contact details are included in the export file only if you have the required permission to access contacts.

Team access permissions

If a team handles conversations, an administrator can set access to this section separately for each team group.

This helps divide responsibilities and restrict access to actions that certain team members don't need.

The following permissions are available for the "Conversations" section:

• View – view the conversation list and message history.

• Reply in a conversation – send messages, close and reopen conversations, and assign people responsible for them.

• Export – export subscriber and conversation data to a file.

For example, you can give support staff access to view and reply to conversations while reserving export access for administrators.

Note: To export data for linked contacts, a staff member also needs permission to view contacts in the CRM.