Conversations

How to Use the Conversations Section

The Conversations section is designed to help you manage all your communications in one central place. Whether you are managing SMS, email, chat, or other communication channels, this section allows you to stay organised and efficient

Accessing Conversations:

1. Log into Your Account
2. Navigate to the Conversations Section:
   • From the dashboard, find the “Conversations” tab in the left-hand menu.
   • Click on it to open the Conversations interface.

Understanding the Conversations Interface:

Once you are in the Conversations section, you will be greeted with a few key areas:

1. Inbox:
   This is where all your messages (SMS, email, chat, etc.) will appear. You’ll see a list of conversations here, and each entry shows the name of the contact, the last message received, and the timestamp.
2. Filters:
   You can filter the conversations based on different categories, such as:
   • All Messages
   • Unread Messages
   • Assigned to Me
   • Missed Conversations
3. Search Bar:
   Use the search bar at the top to search for specific conversations by keyword, contact name, or phone number.

Managing Conversations:

1. Viewing a Conversation:

• • Click on any conversation in the inbox to open and view the complete message history.
  • You can see both inbound and outbound messages in chronological order.

2. Replying to a Message:

• • Once inside a conversation, you can reply directly from the conversation window.
  • Type your response in the message box at the bottom and click Send to reply.

3. Assigning Conversations:

• • You can assign conversations to specific team members for follow-up.
  • Inside the conversation window, click on the Assign button, and choose the team member you’d like to assign the conversation to.

4. Tagging Contacts:

• • Tagging allows you to categorise or prioritise conversations. This is especially useful for segmenting your leads or customers.
  • In the conversation view, you can click on the Tag icon and assign tags based on the nature of the conversation (e.g., “Hot Lead”, “Follow-up”, etc.).

5. Sending Media (Images, Files, etc.):

• • You can send images, files, or other media during a conversation.
  • Look for the attachment icon (a paperclip) in the message input area, select the file from your device, and send it.

6. Automating Responses:

• • You can set up automated workflows to respond to messages when you are unavailable or when certain conditions are met.
  • To set up automation, go to the “Automation” tab, create a new workflow, and set the triggers and actions for automated responses.

Managing Conversations Settings:

1. Notification Settings:

1. • You can manage your notification preferences for conversations. To do this, navigate to your Settings > Notifications, and choose how you’d like to be notified about new messages, replies, etc.
2. Message Templates:

• • You can create reusable message templates. You can set up templates for common responses to save time and maintain consistency across your communications.
  • Go to Settings > Templates, and create a new message template. You can then select it when replying to a conversation.

Advanced Features:

1. Live Chat:
   • You can enable Live Chat on your site. Any chat messages from visitors on your website will show up in the Conversations section.
   • To set up live chat, go to Settings > Website Settings, and enable the live chat feature.
2. Email Conversations:
   • You can manage email conversations within this section as well. All inbound and outbound emails will be stored and displayed in the Conversations inbox.
3. Integration with Facebook Messenger:
   • You can also integrate Facebook Messenger, allowing you to manage social media communications directly from the Conversations tab.
   • To enable this integration, go to Settings > Social Accounts, and link your Facebook account.
4. Automated Follow-Ups:
   • Set automated follow-up reminders for your conversations. This helps you ensure you don’t miss any important messages or leads.
   • You can create follow-up reminders inside the Automation section.