Set up a conversation
In the messages section, place the mouse under one of the messages and click on the "Close conversation..." icon.
On the New conversation window select:
Global sentiment of the conversation.
Results —if the conversation was solved or if is pending—.
Conversation tags.
Conversation types —claim, question, task—.
Priority.
Description
Click on "Create conversation".
In addition to assigning a sentiment value to conversations, you can assign it to individual messages.
After a person contacts your brand you will have seven days to respond their message.