Inbox
Turn a customer conversation into a deal or a support ticket
Many conversations start as a question and end as a sales opportunity or a support request. In Naffes CRM you create the deal or ticket from inside the thread, with no copy and paste, so the message history sits on the right record from the first minute.
Deal or ticket?
| Situation | Action | Example |
|---|---|---|
| A prospect asks for pricing or a proposal | Create deal | A contractor asks for a quote on 40 licences |
| An existing customer with an open deal | Link the existing deal | The customer writes from a second number about the same order |
| Unknown number or unattached thread | Attach contact, or Create and attach | A customer's employee writes from a personal phone |
| An after-sale problem that needs follow-up and an SLA | Create ticket | “Order 553 never arrived” |
| You need to get back to the customer later | Remind me | Call back once the test results are in |
Steps inside the conversation
Open the thread
Open the conversation from the Inbox. If it is not attached to a contact, choose Attach contact to pick an existing one, or Create and attach to make a new one; you cannot reply to an unattached thread.
Create or link a deal
Click Create deal and fill in the deal name, amount, expected close and pipeline. If the customer already has a deal, Naffes warns you and offers Link this one to attach the thread to it, or Create a second deal anyway when it really is a separate opportunity.
Or open a ticket
Click Create ticket, write a clear Ticket subject and confirm. The customer's last messages open the ticket, and you see its number, e.g. “Ticket #120 opened”.
Set a reminder if needed
Click Remind me and pick a preset (In an hour, This evening, Tomorrow morning) or set the day and time yourself, then note what to remember. You get an email and an in-app alert; nobody else is notified.
Every action checks the same permissions as creating that record anywhere else: someone who cannot create deals cannot create one from a thread either.
What happens next
- With a deal: its stage moves forward on its own from what happens in the thread: a rep's reply moves it to contacted, a bot qualification to qualified, and a booked meeting to a consultation stage if your pipeline has one. Stages are recognised by their Arabic or English names, and moves go forward only, for open deals only.
- With a ticket: later customer messages are added to the ticket, and your public reply from the ticket page reaches the customer on the same channel: WhatsApp, SMS, Messenger or Instagram.
- Ticket routing: a ticket with no assignee goes automatically to the agent with the fewest open tickets, who is notified.
For the help desk and SLAs, see the help desk feature page; to manage the deal afterwards, see deals.
Troubleshooting
- Create ticket is not available: the help desk is a Pro and Enterprise feature, and the server blocks it on Free and Starter.
- “This thread already has an open ticket”: a thread holds one open ticket at a time; open the existing ticket and continue there.
- You cannot reply: the thread is not attached to a contact; attach it first as in step one.
Questions
Questions 2
Can a ticket open automatically when the bot hands a customer to a person?
Yes. An optional service setting opens a ticket whenever the bot hands a customer over, and another sends the customer an acknowledgement with the ticket number.
Does the original conversation stay after the ticket opens?
Yes. The thread stays in the inbox, and new customer messages are added to the ticket as well.