The conversation

Answer your customer without opening another screen. Wrap gathers in one thread everything that person has written to you on that channel.

The header

Click the contact's avatar to open their panel without losing the thread.

Open the three-dot menu to act on the conversation:

• See the contact.
• See the deals it already has, or create one.
• Change the status: open, snoozed or closed.
• Archive or unarchive.
• Exclude the conversation from Wrap, or restore it.

Open Participants from the button next to the menu to assign the conversation and decide who else can see it. See Who sees a conversation.

Read the row of facts under the name for the channel, the contact's lifecycle stage, the status, who it is assigned to and how many deals it has.

If the conversation is closed or archived, reopen or unarchive it from the banner in the header.

If you cannot see Participants or the option to exclude the conversation, ask a workspace admin to do it for you.

The time meters

Check the rings in the header to see how much time you have left. Wrap draws one ring per clock that is running on that conversation: WhatsApp's 24-hour window, Instagram's two, and the team's response target.

Click a ring to see what it measures and what happens when it runs out. See Messaging windows.

They are different clocks: the team's target is your commitment, and the channel's window is what WhatsApp or Instagram let you do.

The messages

Every message in the thread carries its time, and the ones you send also carry their delivery state: sent, delivered, read or failed. If one fails, send it again with Retry.

Wrap understands several message types beyond text: images, video, audio, documents, location and shared contacts. A type it does not understand it marks as "unsupported message", and the rest of the thread carries on.

Actions on a message

Act on one message without touching the rest of the thread:

• Reply quoting that message.
• React with an emoji. Wrap tells customer reactions from team ones, and you remove yours with a click.
• Transcribe a voice note. The transcript stays in the thread.
• Copy the code, when the message carries one.

If your workspace turned read receipts on, opening the conversation on WhatsApp marks the customer's messages as read and they see the two blue ticks. Wrap applies them to the whole team at once. See Wrap's workspace settings.

The thread summary

Unfold the summary from the row of facts to catch up on a case that has landed on you.

Wrap generates it the first time you ask for it, and only that time costs credits. Reopening it costs nothing.

The contact panel

Open the contact panel from the avatar or from See contact to know who you are talking to without leaving the thread.

There you have their name, job title and company, their tags and up to three open deals. Copy their emails and phone numbers with one click, and read their lifecycle stage, source and date added.

Press Open the full record to reach the contact's notes, follow-ups and history. See A contact's record.