Muting, banning and deleting a conversation

Contents

1. The right-click menu
2. Muting
3. Banning and unblocking
4. Deleting a conversation
   1. The confirmation
   2. What happens with Elimina
5. The bar at the top of the open conversation
   1. What it shows
   2. The assistant label
   3. Choosing which channel to reply from
   4. The buttons on the right
6. What to do if...
7. Related entries

The right-click menu#

A right-click on a conversation in the list (The conversation list) opens a small menu near the pointer, which closes with a click outside. The entries act as soon as the mouse button is pressed.

When it appears. For conversations on WhatsApp (Personale and Aziendale), Telegram, Facebook and Instagram and for the rows of a client or a supplier's contact person on several channels. For Email, PEC and TikTok and for folders the menu does not appear: to link or delete one of these chats use the Profilo contatto (Contact profile) button of the conversation (see below) and the column's bin.

If one of these operations fails, a browser alert appears with the text «Errore ...» (Error ...) followed by the reason.

Muting#

Silenzia stops the unread-message alert for that contact: their messages still arrive and appear in the chat, but the red number no longer appears in the row and a crossed-out bell is shown in its place. No confirmations are needed and no notification appears: the next entry of the menu becomes Riattiva notifiche. The state is shared with the staff and applies to a single channel.

Banning and unblocking#

Banna blocks the contact: from that moment

• their new messages are discarded and no longer reach Narciso (emails are not even downloaded);
• you cannot write to them: if you try, «Questo contatto è bloccato: sbloccalo prima di scrivergli.» (This contact is blocked: unblock them before writing to them.) appears;
• the conversation and the messages before the ban stay in the list and can be read.

The procedure:

1. Right-click the conversation ▸ Banna.
2. The Conferma ban (Confirm ban) window opens: «Bannare [nome]? I suoi messaggi non arriveranno più.» (Ban [name]? Their messages will no longer arrive.)
3. Write the note, which is compulsory («Perché lo banni?» (Why are you banning them?), up to 500 characters).
4. If the client has several channels, under Canali da bannare (Channels to ban) tick the ones you want: you start from the channel of the chat you clicked; those already banned are crossed out and cannot be chosen.
5. Press Banna. The button stays off while the note is empty or no channel is chosen. The green notification «Contatto bannato» (Contact banned) appears.

The ban can be undone: on the banned chat the menu entry becomes Sblocca («Sbloccare [nome]? Potrà scrivere di nuovo.» (Unblock [name]? They will be able to write again.)), with an optional note and the choice of channels to unblock; «Contatto sbloccato» (Contact unblocked) appears. In the client records (Clients) the client has a Bannato (Banned) badge that, when you hold the mouse over it, says by whom, when and with what note they were banned; a click lets you unban.

Every ban and unblock is recorded in a history (who, when, channel, note). It is not reserved to a role: everyone can do it.

Deleting a conversation#

Only the Titolare (owner) can delete conversations. Every deletion is recorded by the system. Folders, instead, can be dissolved by all roles (Folders).

There are two routes, and in both a confirmation appears:

• From the column's bin. The bin is active when at least one row is selected. Opening a conversation selects it, so the bin acts on the open conversation even if you did not deliberately select anything. Alternatively, drag the selected rows onto the bin.
• From the right-click menu ▸ Elimina, which opens the same confirmation for that conversation only.

The confirmation#

A window opens in the centre with a warning icon:

• title CONFERMA ELIMINAZIONE (CONFIRM DELETION);
• the question «Eliminare N gruppi e N conversazioni?» (Delete N groups and N conversations?) («gruppo» and «conversazione» in the singular when the number is 1; the gruppi (groups) are the folders);
• an i that, when you hold the mouse over it, lists the names: the first 3 groups and the first 5 chats, then «+N altri...» or «+N altre...» (+N more...);
• the Annulla (Cancel) and Elimina buttons.

The window does not close with Esc or with a click outside: only with the two buttons.

What happens with Elimina#

• The selected folders are deleted, but the conversations they contain go back to the main list.
• The selected conversations are deleted for ever. A folder left empty is deleted.
• From the bin, an item the server cannot delete stays in the list and a red notification appears for 6 seconds («La conversazione non è stata eliminata.» (The conversation was not deleted.) or «N elementi su M non sono stati eliminati.» (N items out of M were not deleted.)) with the reason, for example «Operazione riservata al Titolare.» (Operation reserved to the Titolare.) if it is a Responsabile (manager) or an Operatore (operator) who tries.
• From the right-click, if the operation fails the browser alert «Errore Elimina: ...» (Delete error: ...) appears, and the row disappears from the list anyway until the page is next refreshed.

The bar at the top of the open conversation#

Above the messages there is a white bar. If nothing has been opened, «Seleziona un contatto per avviare la conversazione» (Select a contact to start the conversation) is read in its place.

What it shows#

• The round avatar: photo of the client or of the social profile, otherwise the channel's coloured circle.
• The name; if it is missing entirely, «Senza nome» (No name) appears.
• Sta scrivendo... (Typing...) in light blue, while the contact is typing (WhatsApp Personale only).
• A green «Online» dot when the contact appears to be online.
• The assistant label, if it is working on the conversation (see below).
• Below the name, «via WhatsApp Personale» (via WhatsApp Personale) (or Aziendale, Instagram, Facebook, Telegram, Email, PEC) in the colour of the channel. If only one WhatsApp number is connected only «via WhatsApp» appears: «Personale» and «Aziendale» only appear when both numbers are connected. For a client on several channels, in place of «via ...» there is the text CANALI: (CHANNELS:) with a small button for each channel.

The assistant label#

If the assistant is not doing anything there is no label. In the list row the same state is an amber or purple dot, with the same label when you hold the mouse over it. The assistant's switches are in Comunicazioni settings.

Blocca IA (Block AI). While the assistant is working (purple label) the purple Blocca IA button appears («Interrompe il processo dell'IA su questa chat» (Stops the AI process on this chat)). One click ends the process in progress and the label disappears. The assistant is not deactivated on the chat: at the client's next message it starts again as normal, and for this reason there is no «reactivate». The button does not appear when the assistant is idle or has already handed over to an operator. If it fails, the red notification «Non sono riuscito a bloccare l'IA. Riprova.» (I could not block the AI. Try again.) appears.

Choosing which channel to reply from#

For a client on several channels, next to CANALI: there is a small button for each channel used by the client («WhatsApp», «Instagram»... or «WhatsApp Personale» and «WhatsApp Aziendale» if both numbers are connected). The active one has a light-blue background and a blue border; the others are grey, with the number of unread messages on that channel (for example «+2»).

• Click on a small button: the conversation shows only the chat of that channel and the messages you write go out from there.
• Second click on the same small button: you go back to seeing the messages of all channels together, in chronological order.
• When you open the client without choosing anything, the active channel is the one on which the staff last wrote; if they have never written to them, all channels are seen together and you reply from the first channel in the list.
• The choice applies to new messages, attachments and GIFs (Writing and sending a message). The choice is remembered as long as the page stays open, for each client.
• A small button for a channel that is no longer connected can still be chosen, but sending then fails.

The buttons on the right#

What to do if...#

Related entries#

• The conversation list
• Folders
• Linking a conversation to a client or a supplier
• Comunicazioni settings
• Writing and sending a message