Managing conversations efficiently is crucial for any business handling customer interactions. The Edit Conversation Workflow Action in GHL Customer Care…
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Managing conversations efficiently is crucial for any business handling customer interactions. The Edit Conversation Workflow Action in GHL Customer Care automates conversation management by marking messages as read/unread and archiving/unarchiving them. This eliminates manual work, streamlines workflows, and ensures that teams stay organized. In this guide, we’ll cover what this action does, its benefits, and how to configure it within workflows.
The Edit Conversation Workflow Action allows businesses to automatically update conversation statuses based on specific events in their workflow. Instead of manually marking conversations as read or unread or archiving chats, this action automates those processes, improving organization and efficiency. It helps customer support teams manage their inboxes effectively and ensures important conversations get the right attention.
Marking a conversation as read clears its unread state in the Conversations inbox. In supported inbox views, this also removes the unread divider from the thread.
Improves Response Prioritization: Ensures unread messages that require attention are easily identifiable.
Enhances Workflow Efficiency: Streamlines communication by organizing conversations based on predefined triggers.
Keeps Conversations Organized: Moves completed or inactive conversations to the archive while keeping active ones accessible.
Configuring Edit Conversation Workflow Action
Setting up the Edit Conversation Workflow Action in GHL Customer Care is simple. Follow the steps below to integrate it into your workflow.
Access the Workflow Builder
Navigate to Automation section in your GHL Customer Care dashboard. Click + Create Workflow and then select +Start from scratch or open an existing workflow where you want to automate conversation management.
Access the Workflow Builder (image 1 of 6)What this shows Navigate to Automation section in your GHL Customer Care dashboard.What this showsIllustrates the "Access the Workflow Builder" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Access the Workflow Builder" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Navigate to Automation section in your GHL Customer Care dashboard. Click + Create Workflow and then select +Start from scratch or open an existing workflow where you want to automate conversation management. Immediately after, the guide continues: Click on the + Add Action button within the workflow editor. Search for Edit Conversation in the action list and select it.Image 1 of 6Where to goNavigate to Automation section in your GHL Customer Care dashboard. Click + Create Workflow and then select +Start from scratch or open an existing workflow where you want to automate conversation management.
Buttons and menus referencedAutomation+ Create Workflow+Start from scratch
Next stepClick on the + Add Action button within the workflow editor. Search for Edit Conversation in the action list and select it.
Add the Edit Conversation Action
Click on the + Add Action button within the workflow editor. Search for Edit Conversation in the action list and select it.
Add the Edit Conversation Action (image 2 of 6)What this shows Click on the + Add Action button within the workflow editor.What this showsIllustrates the "Add the Edit Conversation Action" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Add the Edit Conversation Action" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Click on the + Add Action button within the workflow editor. Search for Edit Conversation in the action list and select it. Immediately after, the guide continues: Provide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow.Image 2 of 6What to chooseClick on the + Add Action button within the workflow editor. Search for Edit Conversation in the action list and select it.
Buttons and menus referenced+ Add ActionEdit Conversation
Next stepProvide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow.
Naming the Action
Provide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow.
Naming the Action (image 3 of 6)What this shows Provide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow.What this showsIllustrates the "Naming the Action" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Naming the Action" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Provide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow. Immediately after, the guide continues: Once the Edit Conversation action is added, configure the available settings.Image 3 of 6What to fill inProvide a descriptive name for the action, such as “Mark as Read & Archive”, to easily identify its function within the workflow.Next stepOnce the Edit Conversation action is added, configure the available settings:
Configuring the Action Settings
Once the Edit Conversation action is added, configure the available settings:
Mark as Read or Unread
Mark as Read: Marks a conversation as read without opening it.
Mark as Unread: Resets the conversation status to unread, ensuring it remains visible.
None: Keeps the current read/unread status unchanged.
Mark as Read or Unread (image 4 of 6)What this shows Mark as Read: Marks a conversation as read without opening it.What this showsIllustrates the "Mark as Read or Unread" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Mark as Read or Unread" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Mark as Read: Marks a conversation as read without opening it. Mark as Unread: Resets the conversation status to unread, ensuring it remains visible. None: Keeps the current read/unread status unchanged. Immediately after, the guide continues: Archive: Moves the conversation out of active view to keep the inbox clutter-free. Unarchive: Restores a conversation back into the Recents tab for easy access. None: Keeps the conversation in its current state.Image 4 of 6What this coversMark as Read: Marks a conversation as read without opening it. Mark as Unread: Resets the conversation status to unread, ensuring it remains visible. None: Keeps the current read/unread status unchanged.Next stepArchive: Moves the conversation out of active view to keep the inbox clutter-free. Unarchive: Restores a conversation back into the Recents tab for easy access. None: Keeps the conversation in its current state.All 3 steps in this procedure
Mark as Read: Marks a conversation as read without opening it.
Mark as Unread: Resets the conversation status to unread, ensuring it remains visible.
None: Keeps the current read/unread status unchanged.
Archive or Unarchive
Archive: Moves the conversation out of active view to keep the inbox clutter-free.
Unarchive: Restores a conversation back into the Recents tab for easy access.
None: Keeps the conversation in its current state.
Archive or Unarchive (image 5 of 6)What this shows Archive: Moves the conversation out of active view to keep the inbox clutter-free.What this showsIllustrates the "Archive or Unarchive" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Archive or Unarchive" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Archive: Moves the conversation out of active view to keep the inbox clutter-free. Unarchive: Restores a conversation back into the Recents tab for easy access. None: Keeps the conversation in its current state. Immediately after, the guide continues: Once the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.Image 5 of 6What this coversArchive: Moves the conversation out of active view to keep the inbox clutter-free. Unarchive: Restores a conversation back into the Recents tab for easy access. None: Keeps the conversation in its current state.Next stepOnce the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.All 3 steps in this procedure
Archive: Moves the conversation out of active view to keep the inbox clutter-free.
Unarchive: Restores a conversation back into the Recents tab for easy access.
None: Keeps the conversation in its current state.
Save and Publish the Workflow
Once the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.
Save and Publish the Workflow (image 6 of 6)What this shows Once the settings are configured, click Save Action and then Publish Workflow to activate the automation.What this showsIllustrates the "Save and Publish the Workflow" section of "Workflow Action - Edit Conversation".This screenshot appears in the "Save and Publish the Workflow" section of "Workflow Action - Edit Conversation". The text alongside this image reads: Once the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers. Immediately after, the guide continues: Q: Can I use this action to automatically archive all completed conversations?Image 6 of 6How to confirmOnce the settings are configured, click Save Action and then Publish Workflow to activate the automation. The system will now automatically update conversations based on the defined workflow triggers.Next stepQ: Can I use this action to automatically archive all completed conversations?
Frequently Asked Questions
Q: Can I use this action to automatically archive all completed conversations?
Yes! By setting up a trigger like Contact Replied or Appointment Status Changed, you can automatically archive conversations once an interaction is complete.
Q: What happens if I select “None” for both Mark as Read/Unread and Archive/Unarchive?
If both options are set to None, the action will not make any changes to the conversation, and it will remain in its current state.
Q: Will this action notify the user when a conversation is archived or unarchived?
No, this action only updates the conversation’s status. If you need notifications, you can add a Send Notification action separately.
Q: Can I bulk update conversations using this action?
No, this action applies only to individual conversations triggered within a workflow. However, you can create workflows that apply to multiple conversations over time.
