When you access the Conversation Page , you are automatically taken to the message assigned to you. This message is highlighted with additional features that are not present at other messages in the thread, enabling you to handle it efficiently.

🦊 Tip: If you have scrolled far through the Conversation Page and need to quickly return to the message assigned to you, simply click the blue arrow at the bottom of the screen. It will bring you instantly back to your assigned message !

Archive

This button allows you to mark a message as processed without sending a reply. After replying, it's one of the most  frequently used actions in Alcmeon. It is particularly useful in the following situations:

• The customer replies "Thank you" after receiving a complete response. No reply is needed, you can simply archive the message.
• The message contains fraudulent or insulting content. After possibly moderating it, you do not have to respond, you can archive the message (see below for moderation actions).
• The customer posts a non-actionable public comment like “♥♥♥”. Since no reply is required, you archive it.

Once a message is archived, Alcmeon automatically returns you to your inbox since you have finished processing that message.

Route to the team…

This button allows you to transfer a message to another team within your Alcmeon environment if your current team doesn't have the expertise to respond.

When you click this button, a drop-down menu will appear, letting you choose the most suitable team to assist the customer. If you select a team you're not a member of, a warning message will inform you that the message will no longer be visible to you. Once you confirm, the message will be unassigned from you, become invisible, and appear in the chosen team's inbox. You will then be redirected to your inbox.

🦊 Tip: If you want to send a quick reply to the customer before routing their message to another team, (e.g. to ask them to hold), you can do this by using the “Send and ask for help…” feature.

If the button is red, it means the message hasn't been assigned to any team yet. Since a message must be routed before you can respond to a customer, click this button. Then, you can either select your own team if you want to respond, or forward it to another team.

Ask for help

Need a hand with a message? The "Ask for Help" feature lets you quickly consult another Alcmeon user who has "Respond to Help Requests" permission, typically a supervisor or expert. This process is, of course, transparent to the client, and remains internal to Alcmeon.

To use it, just click the button. An interface will pop up on the right side of the page, above the Customer Profile. Here, you'll see a history of all help requests and responses for this customer, along with a text editor to type your question.

Once you submit your help request, you'll be temporarily unassigned from the message, and it will switch to a "help request in progress" status. You won't be able to process it while the request is open. An email notification will go out to relevant supervisors, and the message will appear in their inbox for them to handle.

🦊 If you want to send a quick reply to the customer before making your help request—for example, to ask them to hold on — use the “ Send and request help… ” feature.

When your help request is answered, the message will be automatically reassigned to you if you're still logged into Alcmeon. If you're not logged in, it will return to the "Received" inbox for another advisor to pick up.

📄 Note for Administrators: You can adjust the priority of these help request responses in the "Settings / Order of priority messages" section.

Annotations

The Annotations feature lets you create internal notes within Alcmeon. These notes are always private and invisible to the client, staying completely internal to your team.

To add an annotation, click the button. An interface will appear on the right side of the page, above the Customer Profile. Here, you'll see a history of all notes for that client, along with a text editor where you can type your new annotation.

Creating an annotation does not affect the processing of the customer's message. You'll remain on the Conversation Page and can continue processing the message as usual.

Moderate

This button is only visible to Alcmeon users with "Moderation" permission. It displays the logo of the channel where the conversation is happening (e.g., WhatsApp, Facebook, etc.).

Clicking this button reveals a menu of available moderation actions moderation actions specific to that channel.

Using the moderation feature won't affect your handling of the customer's message. You'll stay on the Conversation Page and can continue working on the message as usual.

Anonymize the message

This button is only visible to Alcmeon administrators. It lets you delete all message content, including text, images, videos, and other attachments. While the content is removed, the record that a message was received will remain. This action is irreversible.

You'll typically use this feature to comply with a client's GDPR request or to remove content that's offensive to advisors.

Anonymizing a message won't affect your current work; you'll stay on the Conversation Page and can continue processing the customer's message.

Send conversation by email

This button is available only if an Alcmeon administrator has enabled the feature in "Settings / Outgoing Emails." It allows you to email the conversation to an external recipient who doesn't work in the Alcmeon interface. This is useful for sharing the discussion with someone outside Alcmeon who might need to review it or provide information for resolution.

Sending an email conversation has no impact on the processing of the customer's message. You remain on the Conversation Page and can continue to process the customer's message.

Finish and release

If you do not wish to finalize the processing of this message, you can click on the close cross button. If the message was originally in "Received"messages: It will go back to the "Received" section of your inbox. You'll be unassigned from it and redirected to your inbox. If the message was in another status (like "Archived" or "On Hold"): A menu will appear, giving you two options: (01) "Complete and return to Received": Choose this if the message needs further processing or reprocessing by an advisor. (02) "Complete and return to [initial status]": Select this to send the message back to its original status. In both scenarios, you'll be unassigned from the message and redirected to your inbox.

Qualification Tags

Below the message you're processing, you'll find a series of drop-down menus that allow you to qualify the customer's message. This feature is internal to Alcmeon and is used to generate statistics in the "Analytics" section.

The first drop-down menu displays the customer's message language, which Alcmeon automatically detects. You can manually change this if needed via the drop-down menu.

Following that, you'll see a drop-down menu for each tag you've set up in your Alcmeon environment under “Settings / Tags.”

• Each tag is a list where you can select a value. These are generally used to categorize contact reasons, helping you qualify messages and generate valuable statistics.
• Tags from the previous message in a conversation are automatically carried over to the next. This means you typically only need to tag a conversation once. However, you can modify specific tags mid-conversation if necessary; doing so won't erase tags from previous messages, ensuring a complete record.
• If a tag appears in red, it means it's been set as mandatory. You must select a value for each mandatory tag before you can send a response to the client.