When to Use
- You need to apply the same tag to hundreds or thousands of conversations at once.
- You want to resolve an entire backlog queue in bulk.
- You want to assign all conversations from a filter to a team or a person.
Prerequisites
- The release is staged, carried out by our team, one instance at a time. If you don't see the option in your account yet, contact us and we will evaluate the activation.
How It Works
Select by Filter, Not by Scrolling
Previously, bulk selection only included what was loaded on the screen: you had to scroll to the bottom of the list for each conversation to be included in the selection. Now, you set the filter and select all conversations it returns, even those that were never loaded.
No Quantity Limit
The action no longer has a limit on the number of conversations. A batch of thousands is accepted and processed in a controlled manner, in chunks, so as not to interfere with delivering responses to your customers.
Monitor and Stop
A banner shows the progress of the batch. If you need to interrupt, click Stop: processing ends at the boundary of the next chunk, without leaving conversations half-done. What has already been applied remains applied.
The progress persists after refreshing the page and closing the tab, because the batch is registered on the platform, not in your browser.
Unselect Before Applying
After selecting everything by filter, you can unselect specific conversations. The counter updates, and the unselected conversations are excluded from the action.
Step-by-Step
- In the conversation list, set the filter with the segment you want.
- Select all conversations from the filter.
- Unselect those that should not be included, if applicable.
- Choose the action: apply tag, resolve, or assign.
- Confirm. The progress banner appears, and you can continue working.
Notes
- The Stop button appears for the user who initiated the batch, in the browser where it was started.
- Large batches take a few minutes. Since progress is registered on the platform, there's no need to keep the tab open.
- If another batch is already running, the platform notifies which one it is and its current status, instead of starting both at the same time.