# Conversations

## What is a Conversation?

In the context of the platform, the interaction between the contact and platform is referred as a conversation. Conversations are used to organise the communication in specific to a context. A contact can have multiple conversations with the platform but only one open conversation at a time. 

![](https://3688769499-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-Mbui1HRO4dGghy5ITOz%2F-McxJpttOtQz3lJtcQ7o%2F-McxK962CIX7bUqDymMU%2Fimage.png?alt=media\&token=03ba1000-c6ee-45ec-bc6b-add43371a1ef)

Referring to the example above, Susan had contacted the platform at different times with different purpose. Susan had 3 conversations with the platform attended by different users. Each conversations has a different context and a specific issue to be resolved by the customer support team.

## Opening a Conversation <a href="#opening-a-conversation" id="opening-a-conversation"></a>

![](https://3688769499-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mbui1HRO4dGghy5ITOz%2Fuploads%2FxDWvBGJV4HToy8XuJaRT%2F1.gif?alt=media\&token=ff69e61a-3146-4bdf-a7cb-f470e6f8ce1d)

Conversations can be opened to initiate an interaction and it can be done by the following method :-

1. **New Incoming Message from Contact** When a contact without any open conversation sends a message to the platform, a conversation will opened for this contact. The same applies for new incoming message from new contacts.
2. **User** A user can manually open a conversation from the Messaging Module.
3. **Automation** An automation can be created with the `Open Conversation` which will result in a new conversation opened for the triggering contact.
4. **Welcome Event** For channels like Facebook and Viber, the Welcome Event can opened a new conversation for a contact if there is no existing open conversation.

## Closing a Conversation <a href="#closing-a-conversation" id="closing-a-conversation"></a>

![](https://3688769499-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-Mbui1HRO4dGghy5ITOz%2Fuploads%2FN1w2Opzgf0QamaDHReYA%2F2.gif?alt=media\&token=718ef8da-b359-43f8-8f8f-d2da399fdc49)

Conversations can be closed to end an interaction and it can be done by the following method :-

1. **User**\
   A user can manually close a conversation from the Messaging Module. &#x20;
2. **Automation**\
   An automation can be created with the `Close Conversation` which will result in closing the open conversation for the triggering contact.&#x20;
3. **Dialogflow**\
   Using the `RB_MARKDONE` parameter, a conversation can be closed for the triggering contact.&#x20;
4. **Contact Merge**\
   If there is an open conversation from the secondary contact, the conversation will be closed automatically.&#x20;

## Conversation Metrics

Using Conversation, there are metrics and analytical insights to be provided in both Reports and Dashboard such as Resolution Time and Closed Count to track team performance.&#x20;

Find out more on conversation metrics are used in the following modules :

{% content-ref url="../modules/untitled" %}
[untitled](https://docs.is-messenger.com/ismessenger/modules/untitled)
{% endcontent-ref %}

{% content-ref url="../modules/reports" %}
[reports](https://docs.is-messenger.com/ismessenger/modules/reports)
{% endcontent-ref %}