Responding to messages
Here is some quick tips on how to respond to your contacts in a more efficient and productive manner.

Messages Module

The Messages module is where you can view all your conversations with your contacts and interact with them when necessary. You can access this module from the left navigation menu.

Receiving New Messages

New messages will appear on the contact list of the Message module. New contacts will be unassigned by default.

Replying to a contact

When the platform receives new messages from a new contact, the contact will have an open conversation and is unassigned.

Responding using text

A user can compose and send new messages from the text box on the bottom of the message history. Simply click into the messaging console area and start typing.

Responding using Voice Notes

Step 1: Click on Microphone User can click on the microphone in the messaging concole to start recording the voice notes.
Step 2: Start recording Once the recording starts, user can record up to 5 minutes of recording.
Step 3: Click Stop When it is time to stop the recording, user can click on the stop button to end the recording.
Step 4: Send the Message User can playback the recording before sending it to the contact. If the recording is not suitable, user can delete the recording and repeat the process again.
For channels which supports voice messaging, the recording will be sent as voice notes. If the channel do 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 πŸ˜„, πŸ‘, 🌟 or many other emojis in your messages.
Make use of snippets to reply faster Snippets are message templates that can be used to reply to your contacts.
Attach files when you need to You can attach files such as invoice, instruction guide or etc to your contacts when it is 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 conversation

There are two methods of assigning a conversation, Workflows and manual assignment.
Tips: Assigning a user to the conversation 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 Messaging module. Here is how you can assign a contact to another user.

Automatic Assignment

Automatic assignments can be set up using Workflows. Workflows help you to reduce manual works and automate processes. Here you can learn more about Workflows.

Resolving a conversation

When you have resolved your contact's issue and wish to hide it from the queue, you can close the conversation.
By closing the conversation, the contact will no longer be in the queue until the platform receives new messages from them.
When closing a conversation, the contact will no longer have an open conversation and will be unassigned from all users. If you need to refer to the contact, you can find them in the Contacts module.

Closing Note

Users can use closing note to provide a summary of their conversation with a contact. Read more on Closing Note.

What's next

The next cool thing to do here is creating a chatbot to respond to your contacts. This step is optional, however, the chatbot can be helpful as it is capable in replacing some manual efforts.
You can create a chatbot by integrating to Dialogflow. Start with the following guide :-