Responding to Messages
Here are some quick tips on how to respond to Contacts in a more efficient and productive manner.
The Messages Module is where you can view all conversations with your Contacts and interact with them when necessary. You can access this module from the left navigation menu.
When the platform receives messages from a new Contact, the Contact will have an open conversation and is unassigned. There are two ways Users can respond to Contacts:
A User can compose and send new messages from the text box below the conversation history window. Simply click the messaging console area and start typing.
Step 1: Click on Microphone User can click on the microphone icon in the messaging console to start recording the voice note.
Step 2: Start recording Once the recording starts, the User can record a message for up to 5 minutes.
Step 3: Click Stop When done, the User can click on the stop button to end the recording.
Step 4: Send the message The User can play back the recording before sending it to the Contact. If the recording is not suitable, the User can delete the recording and repeat the process again.
Here are some useful tips when responding to your Contacts :
Use emojis for friendly messages You can include 😄, 👍, 🌟 or other emojis in your messages to appear friendlier.
Make use of Snippets to reply faster Snippets are message templates or canned responses that can be used to reply to Contacts.
Attach files when you need to You can attach files such as invoices, instruction guides or more when necessary.
When you are ready to send the message, hit the Send button or press Enter on your keyboard to send it.
A Contact can be assigned to a User via two methods: Auto-assignment via Workflows and manual assignment.
A Contact can be unassigned from a User via three methods: Manual unassignment, auto-unassignment via Workflows and automatic unassignment after closing a conversation (legacy behavior).
This is a legacy behavior only available in older Workspaces with the Unassign Contacts toggle. Workspaces with this toggle on will automatically unassign Contacts when the conversation is manually closed.
Once you have resolved a Contact's issue, close the conversation so the Contact is no longer in the Open Conversation queue. This reduces noise in your inbox.
Users can use closing notes to provide a summary of their conversation with a Contact. Read more on Closing Notes.
The next cool thing to do here is to create a chatbot to respond to your Contacts. This step is optional. However, a chatbot can be helpful in replacing some manual effort.