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Understand customer engagement and reachability

The optional Engagement and Reachability columns on the CRM page describe customer activity and messaging windows. Add them from Status in the table's column settings. You can sort either column; the Consultant can filter customers by these statuses too.

Fresh and Stale

Fresh means the customer is within the activity threshold. A newly reached customer can be fresh before they send their first direct message.

Stale means either:

• the customer has never sent a direct message, and more than seven days have passed since the Instagram comment awaiting a private reply, or since the customer was added when there is no such comment;
• more than 14 days have passed since the customer's last direct message.

The CRM table's Active and Inactive switch splits customers on this status: Inactive lists the stale ones (see phases-table).

Each table request evaluates these statuses at the current time, including when no new message has arrived. Exactly seven or 14 days is still fresh. A new direct message makes the customer fresh. A comment or a message from your business does not count as a customer DM. The statuses describe the conversation shown for that customer on the CRM page; a customer who uses several senders can have different activity on each.

Engagement does not move a customer to another phase. Your phases and their transition rules stay under your control.

Reachability

Active means the customer sent a direct message less than 24 hours ago. You are inside the normal messaging window. Web chat is always active because it has no channel time window.

Template only means the WhatsApp messaging window is closed, or the customer has not messaged yet. Use an approved template to contact them; see whatsapp-templates.

Private reply means an Instagram comment is awaiting its first private reply, the customer has not sent a DM, and the comment is less than seven days old. The first reply to that comment is text only.

Waiting on customer means Instagram or Messenger needs another DM from the customer before normal messaging can resume. Instagram also shows this when the private-reply window has closed. The DM window closes at exactly 24 hours and the comment window at exactly seven days.

Unreachable means an imported Instagram customer who has not messaged you yet. Instagram gives a business no way to start a conversation, so nothing can reach them: broadcasts and announcements count them as unreachable and skip them, a phase move sends them no opening message, and in the Inbox their conversation shows Hasn't written yet in place of the message box. They keep their phase, contact details, notes and custom column values. When someone first messages or comments from that Instagram username, Yapper matches them to the imported customer: the same CRM row, now with their conversation, in the phase they were in. Only a first contact matches; a customer who already talks to you keeps their own row.

Reachability describes the messaging window. Your sender must still be connected and your team member access must allow sending. A stale web-chat customer can still be active: reachability and engagement answer different questions.