Conversation windows
Chat messages and store interactions open at the bottom of the panel, like Messenger, and stay there until you close them.
When a buyer writes to you through an ad's chat, or a Mercado Libre lead or a credit quote comes in, a window opens at the bottom right of the panel, in addition to the usual notice. You reply or follow up there without leaving the page you're on. The window stays even if you reload, change pages, or come back another day: it only goes away when you close it.
Before you start
- You see chat conversations if you have the «Mensajes» ("Messages") app. You see store interactions if you have the «Casos» ("Cases") app (on screen it's called «Interacciones de la tienda», "Store interactions"), which is only in agency accounts.
- These windows don't show up in «Mensajes»: there you already have the full conversation.
- What you already had before these windows existed doesn't open on its own. You find it as usual in «Mensajes» and in «Interacciones de la tienda».
What opens
A buyer wrote to you from an ad. If you're the one who asked about a car, it opens when the seller replies.
What you can do: Reply right there, attach photos or PDFs, and schedule an appointment.
A new Mercado Libre lead came in and nobody has taken it.
What you can do: Take the case, write to them by WhatsApp or email, and see their listing on Mercado Libre.
Someone quoted a loan for one of your cars and nobody has taken it.
What you can do: See the quote, take the case, and contact the person.
When the message or interaction arrives while the panel is open, the window opens on its own. If you weren't there, you find it minimized the next time you come in.
Hot leads
A Mercado Libre lead or a credit quote can arrive marked «Caliente» ("Hot"): the person left strong signs that they want to buy, and you should contact them right away.
- On a computer, its bubble has a flame at the bottom left and a red ring, and it goes before the others.
- On a phone, its row in «Conversaciones» ("Conversations") has the same flame and the same ring, and it also goes first.
- If you use a screen reader, the bubble and the row say «lead caliente» ("hot lead") after the name.
- When it arrives, the new lead sound plays instead of the arrival sound.
The flame and the ring stay while the interaction is pending. When it's marked as handled or closed, they go away and the bubble goes back to its place.
Quotes that someone on your team made for a customer (in «Interacciones de la tienda» they have the «Asistida» ("Assisted") chip) don't have a temperature.
The arrival sound
A message or an interaction arrived
A short, soft sound that tells you something new arrived in your windows.
A hot lead arrived
Plays instead of the previous one when what appears is a hot lead's interaction.
It plays once when:
- A new window or bubble opens for a chat message.
- The other person writes to you in a conversation you already had, open or minimized.
- A store interaction appears: a Mercado Libre lead or a credit quote. If it's a hot lead, the new lead sound plays.
It doesn't play for your own messages or your team's, or when an interaction you already had only changes status. It also plays while you're in «Mensajes», even though the windows don't show up there.
If you have the panel open in several browser tabs or windows, it plays only once, not once per tab.
To turn it off or on:
Open the bell
In the panel's top bar, tap the bell. «Notificaciones» ("Notifications") opens.
Tap the speaker button
At the top right of «Notificaciones», the button says «Silenciar sonido» ("Mute sound") when the sound is on and «Activar sonido» ("Turn on sound") when it's off. When you turn it on, it plays once so you can check it.
The same button turns off the bell's other sounds. It's remembered in this browser and applies to all its tabs. "Reduce motion" in your system doesn't turn it off. See Sounds.
The usual case
You're in the panel
A buyer writes to you. The window opens and you hear the sound once.
Something doesn't work the first time
You have the panel in two tabs
Both show the window, but you hear the sound only once.
Worst case
You opened the panel and haven't touched it
Browsers, especially Safari on iPhone, don't let anything play until you tap the page. Tap or click anywhere in the panel once; from then on it plays.
Special case
On a phone, with the panel off screen
Phones pause pages that aren't on screen, so it may not play at that moment. When you come back to the panel, the window is already there with its unread messages.
If you don't hear anything, also check that your device's volume is up, that your phone isn't on silent, and that the tab isn't muted in the browser.
On a computer
Use the window
Each window shows the person's name and the car. At the top right it has three buttons: «Abrir en Mensajes» ("Open in Messages"; for interactions, «Abrir la interacción», "Open the interaction") takes you to the full page, «Minimizar» ("Minimize") turns it into a bubble, and «Cerrar» ("Close") removes it. Tapping the top bar also minimizes it.
Check the bubbles
Minimized windows stay as round bubbles on the right edge, with the person's initials, a badge showing where it comes from (chat, Mercado Libre, or credit), and the number of unread messages (up to «9+»). Hot leads go first, then the rest, from most recent to oldest. Tap a bubble to open it.
See the rest
Up to six bubbles fit. If there are more, the last one says «+N»: tap it to see «Más conversaciones» ("More conversations") and open any of them. The list is in the same order.
Close the ones you've handled
Tap «Cerrar» on the window, or hover over a bubble and tap the X.
Up to three windows open at once on a wide screen, two on a medium one, and one on a small one. If you open another, the oldest one becomes a bubble; hot leads' windows stay open before the others. While there are windows, pop-up notices appear to their left so they don't cover them.
On a phone
Tap the bubble
At the bottom right, above the panel's bar, there's a bubble with up to three faces and the total unread. Tapping it opens «Conversaciones» ("Conversations"): «Siguen aquí hasta que las cierres.» ("They stay here until you close them."). Hot leads go first, with their flame.
Open one
Tap a row to see it. «Volver» ("Back") returns you to the list.
Close or hide
The X on each row closes it. The arrow at the top hides the list and the bubble goes back to the bottom.
An interaction in its window
At the top you see where it comes from and how it's going:
Nobody has taken it.
What you can do: Tap «Tomar el caso» ("Take the case").
You took it.
What you can do: Contact the person.
Someone else on your team took it; their name shows.
What you can do: View it or close it from your windows.
It was already marked as handled.
What you can do: Close it.
It's no longer active.
What you can do: Close it.
The time to handle it passed and it's still pending.
What you can do: Handle it as soon as possible.
Next to the status you see the lead's temperature, when it has one:
Left strong signs of wanting to buy. It has a flame.
What you can do: Contact them right away.
Showed interest, with fewer signs of wanting to buy.
What you can do: Contact them today.
Left few signs of wanting to buy.
What you can do: Send a short follow-up and wait for their reply.
While the interaction is pending, «Sugerencia:» ("Suggestion:") shows below the chips with what's best to do now, for example «Escríbele por WhatsApp ahora, confirma que el auto sigue disponible y ofrece cita.» ("Write to them on WhatsApp now, confirm the car is still available, and offer an appointment."). It's a recommendation: you decide how to follow up. When it's marked as handled or closed, the suggestion no longer shows.
Below that is the «Mensaje del interesado» ("Lead's message") or the «Cotización estimada» ("Estimated quote": monthly payment, term, down payment, bank, and product). At the bottom you have «Tomar el caso» ("Take the case"), «Abrir WhatsApp» ("Open WhatsApp"), «Abrir en tu correo» ("Open in your email"), «Ver en Mercado Libre» ("See on Mercado Libre"), and «Ver la interacción completa» ("See the full interaction"). Whatever you do there is recorded the same as in «Interacciones de la tienda». See Cases and interactions.
When a closed window comes back
The usual case
You replied and closed it
The window doesn't come back. If the buyer writes again, it opens again with their message.
Something doesn't work the first time
You weren't there when it arrived
When you come into the panel you find it minimized, with the number of unread messages.
Worst case
Someone on your team took it first
If you already had it open, it stays and says who's handling it. If it hadn't shown up for you yet, it no longer opens on its own.
Special case
You closed an interaction
It doesn't open on its own again. You find it in «Interacciones de la tienda».
Windows are saved with your account: if you open or close them on one device, you see them the same way on another the next time you come in.
Errors and how to fix them
What you see · Chat message window
«No encontramos esta conversación.»
We couldn't find this conversation.
What it means. The conversation no longer exists or isn't in this workspace.
What to do. Close the window. If you need it, look for it in «Mensajes».
What you see · Chat message window
«No tienes acceso a esta conversación.»
You don't have access to this conversation.
What it means. The conversation belongs to another account or to an agency you no longer belong to.
What to do. Close the window.
What you see · Interaction window
«No encontramos esta interacción.»
We couldn't find this interaction.
What it means. The interaction no longer exists or belongs to another agency.
What to do. Close the window. Check which agency you're working in.
What you see · Any window
«Tu sesión expiró. Vuelve a intentarlo.»
Your session expired. Try again.
What it means. Your session closed.
What to do. Sign in again. Your windows are still saved.
What you see · Any window
«No pudimos cargar esto. Vuelve a intentarlo.»
We couldn't load this. Try again.
What it means. Something failed while bringing in the conversation or the interaction.
What to do. Tap «Reintentar» ("Retry"). If it continues, open the full page with the button at the top.
What you see · Chat message window
«No se pudo abrir la conversación. Revisa tu conexión.»
The conversation couldn't be opened. Check your connection.
What it means. There was no connection when opening it. For interactions it says «No se pudo abrir la interacción. Revisa tu conexión.» ("The interaction couldn't be opened. Check your connection.").
What to do. Check your connection and tap «Reintentar».