Responding to Messages

Here are some quick tips on how to respond to Contacts in a more efficient and productive manner.

Messages Module

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.

Replying to a Contact

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:

Responding Using Text

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.

Responding Using Voice Messages

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.
For Channels that support voice messaging, the recording will be sent as voice notes. If the Channel does not support voice messaging, the recording will be sent as an attachment.

Useful Tips

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.
When you respond to an unassigned Contact, the Contact will be assigned to you automatically.

Assigning a Contact

A Contact can be assigned to a User via two methods: Auto-assignment via Workflows and manual assignment.
Tips: Assigning a Contact to a User is important so that your teammates are aware of who is responding to the Contact.

Manual Assignment

If your business does not wish to assign the Contacts automatically, the assignment can be done manually via the Messages Module. Here is how you can assign a Contact to another User.

Automatic Assignment

Automatic assignments can be set up using the Workflows Module. Workflows help you reduce manual work by automating processes. Learn more about Workflows here.

Unassigning a Contact

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).

Manual Unassignment

Users can manually unassign conversations in the Messages Module. Here is how you can unassign a contact.

Auto-Unassignment via Workflows

You can automatically unassign Users from Contacts via Workflows, particularly after a conversation is closed. Learn more about Worfklows here.​

Automatic Unassignment After a Conversation is Closed (Legacy)

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.

Resolving a Conversation

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.
When a conversation is closed, the Contact and their future conversations will remain assigned to the same User. If you need to refer to the Contact or their conversation, search for them in the Contacts Module.

Closing Note

Users can use closing notes to provide a summary of their conversation with a Contact. Read more on Closing Notes.

What's Next

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.
You can create a chatbot by integrating with Dialogflow. Start with the following guide: