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 (highlighted in green). New contacts will be unassigned by default. When the platform receives messages from new contacts, the conversation will be queued in the default view, New.

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 message area (highlighted in green) and start typing.

Responding using Voice Notes

Step 1: Click on Microphone User can click on the microphone 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 😄, 👍, 🌟 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.

Snippets

Attach files when you need to You can attach files such as invoice, instruction guide or etc to your contacts when it is necessary.

Files

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

A Contact can be assigned to a User via two methods: Auto-assignment via 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.

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.

Conversations

What is a Conversation?

In the context of the platform, the interaction between the contact and platform is referred to as a conversation. Conversations are used to organize the communication in context. A contact can have multiple conversations with the platform but only one open conversation at a time.

Referring to the example above, Susan had contacted the platform at different times with different purpose. Susan had three conversations with the platform attended by different users. Each conversations has a different context and a specific issue to be resolved by the customer support team.

Opening a Conversation

Conversations can be opened to initiate an interaction and it can be done by the following method :-

1. New Incoming Message from Contact

When a contact without any open conversation sends a message to the platform, a conversation will be opened for this contact. The same applies for new incoming message from new contacts.

2. User

A user can manually open a conversation from the Messaging Module.

3. Automation

An automation can be created with the Open Conversation which will result in a new conversation being opened for the triggering contact.

4. Welcome Event

For channels like Facebook and Viber, the Welcome Event can open a new conversation for a contact if there is no existing open conversation.

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.

Following are some other ways conversations can be closed:

1. Automation

An automation can be created with the Close Conversation which will result in closing the open conversation for the triggering contact.

2. Dialogflow

Using the RB_MARKDONE parameter, a conversation can be closed for the triggering contact.

3. Contact Merge

If there is an open conversation from the secondary contact, the conversation will be closed automatically.

Closing Note

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

Closing Notes

Conversation Metrics

Find metrics and analytical insights such as Resolution Time and Closed Count on conversations in both Reports and Dashboard to track team performance.

Find out more on conversation metrics in the following modules:

Dashboard Reports