Conversations
The Conversations section is where all one-to-one messaging conversations with your customers are managed, providing a centralized communication hub.
Location
Conversations section in the main navigation
Objectives
- Primary Goal: Centralize conversation tracking and engagement for effective communication management
- User Benefits: Quick response to messages, organized conversation tracking, integrated contact information access
Key Features
-
Conversation Categories
- New conversations with indicators
- Missed conversations tracking
- Personal assignments
- Team conversations
-
Messaging Panel
- Real-time messaging
- Message history
- Multi-channel support (text, email, chat)
-
Contact Integration
- Instant contact details
- Communication preferences
- Interaction history
-
Conversation History
- Complete log archive
- Searchable records
- Date filtering
Tips and Tricks
Daily Management
- Check dashboard first thing each morning
- Prioritize “New” and “Missed” conversations
- Close completed conversations to reduce clutter
- Assign yourself to conversations you’re handling
Dashboard Layout
Three Main Sections
Conversations Panel
Functions like an email inbox with categories:
| Category | Description | Action Required |
|---|---|---|
| New Conversations | Pending agency response | Immediate attention |
| Missed Conversations | Auto-response sent, awaiting reply | Follow up needed |
| Your Conversations | Assigned to you | Ongoing management |
| Other Conversations | Team assignments | Monitor if needed |
Messages Panel
- Active conversation display
- Response composition area
- Message threading
- Timestamp tracking
Contact Information Panel
- Contact details
- Communication preferences
- Location information
- Quick actions
Message Routing
Chat On (Green Bubble)
New Customer Message:
- Appears in “New Conversations”
- Notification sent (if enabled)
- Requires assignment
Existing Conversation:
- Routes to assigned user’s inbox
- Updates conversation thread
- Maintains context
Chat Off (Gray Bubble)
New Customer Message:
- Goes to “Missed Conversations”
- Auto-response triggered
- Requires follow-up
Existing Conversation:
- Still routes to appropriate inbox
- Based on current assignment
Managing Conversations
Response Workflow
-
Select Conversation
- Click from conversation list
- Review message history
-
Assign Yourself
- Click person icon (top right)
- Toggle “Assign Yourself” to green
-
Link Contact
- Check for linked contact
- Search and assign if missing
- Ensures proper logging
-
Respond to Message
- Type in message bar
- Send response
- Continue dialogue as needed
-
Close Conversation
- Click red “X” when complete
- Optional closure message
- Logs to contact profile
Creating a Conversation
- Search for the specific contact you would like to reach out to within the Contacts page in the Community section
- Click on the contact card
- Within the Send Message widget, select the desired communication method
- When multiple contact methods are available, select the desired phone number, email address, or mailing address using the dropdown
- You can schedule the message using the calendar icon and selecting the desired date and time
- If no date and time is selected, the message will be sent immediately
- If scheduled, a new widget called Pending Messages will appear
- To cancel an outgoing direct message, click the red X next to the message
- Type the message in the textbox, then click ‘Schedule Message’ to send it
Logging Communication Events Manually
- From the Contacts page, click on a contact card
- Within the Communications History widget, click ‘Add Entry’
- Type your entry into the text box
- Click ‘Save Log Entry’
Manual Logging
Use this feature to document phone calls, in-person interactions, or other communications not automatically captured by the system.
Conversation History
Features
- Chronological conversation list
- Communication method indicators
- Timestamp display
- Total conversation counter
- Date range filtering
- Full conversation access
Using History
- Review past interactions
- Track communication patterns
- Export conversation logs
- Quality assurance checks
Notification Settings
Missed Conversation Alerts
Requirements for notification:
- Preferences set for missed conversation alerts
- Live chat bubble is off
- Message is from web chat
Your Conversation Alerts
Requirements for notification:
- Preferences set for missed message alerts
- Live chat bubble is off
- You’re assigned to conversation
Important Considerations
Assignment Tracking
Always assign yourself to conversations you’re handling to prevent duplicate responses from team members.
Contact Linking
Link conversations to contacts immediately to ensure proper history tracking and reporting.
Best Practices
Response Time Goals
- New Conversations: Within 2 hours
- Missed Conversations: Within 4 hours
- Your Conversations: Same day
- Emergency Keywords: Immediate
Message Management
Morning Routine:
1. Check New Conversations
2. Review Missed Conversations
3. Clear Your Conversations
4. Monitor Other Conversations
Performance Metrics
Track your team’s effectiveness:
- Average response time
- Conversations per day
- Resolution rate
- Customer satisfaction
Integration Points
Connected Features
- Contacts: Profile integration
- Broadcasts: Mass messaging
- Forms: Submission follow-up
- Workflows: Automated triggers
Quick Actions
New Message → Conversations → New
Missed → Conversations → Missed
Assign → Message Panel → Person Icon
Close → Message Panel → Red X
Schedule → Contact → Send Message → Calendar