Manage conversations

Managing conversations in Watermelon helps you stay organised, collaborate efficiently with your team, and provide fast, consistent support to your customers. From fielding new messages, to adding notes or archiving conversations, Watermelon gives you a clear workflow to keep everything running smoothly.

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New Conversations

All new customer messages appear in the New inbox. A badge next to New shows how many conversations are waiting to be picked up.

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Picking up a new conversation

1. Open Inbox
2. Select New
3. Click Assign to me to take ownership

Once you pick up a conversation, it moves to Your inbox.

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Active Conversations

Your inbox contains all conversations that:

• You picked up
• Someone assigned to you
• You took over from another agent
• Were transferred from an AI Agent

From here, you can:

• Reply to the customer
• Customize your inbox view
• Forward to another user or team
• Add Notes to keep internal information
• Add Tags to help categorize the conversation
• Use Filters to organize what you see
• Take over a conversation already handled by another agent or the AI Agent

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Replying to the Customer

When you’re in an active conversation, you can reply to the customer using the message bar at the bottom of the conversation. You can format your message with bold(1), italic (2), or emojis (3) to keep your communication clear and friendly. You can also upload files or images (4) directly into the conversation when you need to share documents, screenshots, or other attachments. Next to the message field, you’ll find the Send button. Clicking the arrow opens two options:

• Send — deliver your message and keep the conversation open
• Send & close — send your final message and immediately close the conversation

This makes it easy to respond in the way that best fits your workflow.

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Notes & Tags

During an active conversation, you can add internal information using the Details Panel: • Notes: internal-only comments about context, follow-up items, or important details • Tags: labels that help organize, search, or categorize conversations

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Forwarding & Reassigning Conversations

If a conversation needs to be handled by someone else, you can:

• Forward to another user
• Forward to a team
• Remove yourself from the conversation (returns it to unassigned)

Admins can also take over or assign conversations from Support Agents or AI Agents.

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Teams

If your company operates in teams (e.g., Support, Sales, Regions, or follow-up teams), you can manage conversations inside your team workspace:

• Team → Unassigned: conversations waiting for someone in your team
• Team → My Conversations: assigned to you
• Team → All: visible toall team members

See: Creating Teams and Working in Teams

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Closing Conversations

When you’re finished helping a customer, close the conversation to complete the lifecycle by clicking Close conversation above the conversation screen. Closing a conversation will:

• Save the conversation
• Update your analytics
• Move the conversation out of your active inbox

Watermelon will also auto-close conversations that remain inactive for four days, helping you keep a clean inbox.

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Where to Find Closed Conversations

Closed conversations are stored under Contacts. To view a closed conversation:

1. Go to Contacts
2. Search for the customer
3. Open the contact
4. Select Archive
5. Click a Date to view the full conversation

You can also access closed conversations directly from the Details Panel of an active conversation if you are speaking with a returning customer.

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Deleting Conversations & Data

You may want to delete conversations to keep Watermelon tidy or for privacy compliance. To do this from Your Inbox:

1. Open the conversation
2. Click the three dots
3. Choose Delete

This permanently removes the conversation and all customer data from analytics. To delete all conversations for a specific contact:

1. Go to Contacts
2. Find the customer
3. Click the trash can icon

This deletes:

• All conversations
• All associated contact information

You can also configure automatic deletion through:

1. Settings → GDPR compliance
2. Toggle On GDPR Compliance
3. Select a timeframe to delete (week, month, year) and how long to wait before deleting.
4. Click Save

This removes all conversations—open, closed, archived—and their associated data automatically, after the indicated amount of time.