How To Manage Conversations

Conversations Explained

Users can use Conversations to send and receive messages to and from CRM Contacts. The 2-way conversations feature is available for SMS, Email, Phone Dialer, Facebook Messenger, Instagram Direct Messages. Businesses use 2-way conversations to communicate with their customers via their preferred messaging channels. A user can also send messages on the go with the Lead Connection mobile app.

Conversation Bulk Actions

Bulk SMS or Email Campaigns should not be sent via the Conversations tab. The Conversations feature is best used for on-going sales conversations and customer support inquiries, across multiple channels.

For bulk SMS or Email campaigns, please use Workflow automations or the 'Campaign' feature.

Conversation Settings

The CRM uses the default CRM phone number (Settings > Phone Numbers) for incoming and outgoing  SMS, and Calls. The CRM also uses the default SMTP email settings (Settings > Email Services) to send Emails.

Conversation Features:

Bulk actions (limited to 100 conversations at a time)

You can perform Conversation specific Bulk Actions to handle multiple conversations at a time, You can perform the following Conversation Bulk Actions:

1. Mark conversations as Read: All conversations will be marked as read
2. Mark conversations as Unread: All conversations will be marked as unread
3. Mark conversations as Starred: All conversations will be marked as starred
4. Mark conversations as Unstarred: All conversations will be marked as unstarred
5. Delete conversations: Conversations will be deleted

Filter conversations (quick filters)

You can filter Conversations based on a few filters which will allow you to narrow down your Conversations View to something that you need at that time.

The following filters are available:

• By conversation type
• By assignee
• By last message channel: Filter the conversations whose last message was from the selected channel
• By last message type: Filter the conversations whose last message (outbound) was from the selected type
• By last message direction: Filter the conversations whose last message direction was from the selected type

Sort conversations

You can sort your Conversations on the basis of time. It helps in going through your conversations more easily.

You can sort it as follows:
- Latest to oldest

- Oldest to latest

Please Note

This will also work in combination with the Quick filters mentioned above to make Conversations more structured. 

So, in essence if you have filters applied and sort based on oldest or latest the system will also account the filters you have selected

Starred functionality:

A conversation can be marked starred. By doing so, the conversation will have an icon attached to it for identification.

To mark a conversation as starred:

Click on the star icon in the upper right corner of the conversation preview window.

If you want to unmark a conversation as starred, simply click on the star icon again.