Rest assured, Alcmeon has thought of everything! When this happens, Alcmeon will automatically archive the message you're currently working on and assign you the new message. All this without refreshing the page, and most importantly, while preserving the response you may have started typing.

Look for the elements in red on the page: these are elements that are set as mandatory in order to send a response to the client. In particular, check that you have routed the message to a team, and that all mandatory tags have a value.

Another Alcmeon user has assigned this message to themselves before you. Alcmeon guarantees that only one user can access a message at a time. So you see a message saying "[name] is currently working on this message" and a "Steal from him" button. This button allows you to force the message to be assigned to you and unassign it from him, if necessary.

This is especially useful when another user has had a message assigned for too long and has finished their workday having forgotten to log out of Alcmeon for example... yes, it is really important to log out of Alcmeon 😉

You access the Conversation Page by clicking an “eye” icon from an inbox tab such as “Replied” or “Archived”: in this case, Alcmeon does not automatically assign the message to you. You therefore see the Conversation Page in spectator mode.

You can assign the message to yourself and start processing it by clicking the “Process Message” button if you wish.

This can happen in several cases, the 2 most common being:

● The message was deleted by its author on the channel. This is an option that customers have on Facebook or Google Business Places, for example.

• The message was deleted by its author on the channel. This is an option that customers have on Facebook or Google Business Places, for example.
• The message was deleted by the platform itself, for reasons of moderation or GDPR request for example.

In these cases, even if you try to send a reply, it won't reach its destination. Alcmeon therefore saves you time: archiving the message is the only option.

This happens on the WhatsApp channel. The rule they impose is as follows: a business has 24 hours to respond to a customer. These 24 hours are calendar-based and do not take into account weekends or your customer service's business hours, for example.

After this period, you can still respond to your customer, but only by using one of the templates pre-configured in Alcmeon by an administrator in your environment. A template is a pre-recorded message pre-approved by WhatsApp, and Meta (which owns WhatsApp) bills your company directly, without going through Alcmeon, for each use of a template.

So this is your only option to respond to your customer on WhatsApp more than 24 hours after their last message.