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.
Receiving New Messages
New messages will appear in the contact list of the Messages Module. New Contacts will be unassigned by default.
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.
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
There are two methods of assigning a Contact: 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.
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 will no longer have an open conversation and will be unassigned from all Users. If you need to refer to the Contact or their conversation, look 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.
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: