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    • Support: Closing Conversations
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  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
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    • How to Track Conversation Source from Multiple Websites
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  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
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    • How to Create Automated Welcome and Away Messages
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    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
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    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Getting Here
  • Closing Notes Setting
  • Conversation Categories
  • Adding Conversation Category
  • Editing Conversation Category
  • Deleting Conversation Category
  1. Workspace Setting

Closing Notes

When a user closes a conversation, there is an option to input closing notes to provide a summary of what the conversation is about.

PreviousMake (formerly Integromat)NextSnippets

Last updated 1 year ago

Getting Here

This setting is accessible by Owner and Manager only!

This setting can be accessed from the Settings navigation menu under the menu item, Closing Notes.

Closing Notes are conversation summaries that can be useful for managers to better understand the conversations between contacts and the platform without having to go through the details.

Closing Note consists of two parts, Conversation Category and Summary. User can select a category from the dropdown and these categories can be configured in this setting. Summary is a free input text for user to summarise conversation to provide context to their managers.

Closing Notes Setting

Depending on the needs of an organisation, there are several options to configure this setting.

Closing Notes Dialog is optional & Summary is optional User will have an option to close the conversation with a closing note. They can choose to close a conversation with or without a closing note.=

Closing Notes Dialog is mandatory & Summary is optional

User do not have an option to close the conversation without a closing note. When they close a conversation, they are required to select a conversation category. However, Summary is optional.

Closing Notes Dialog is mandatory & Summary is mandatory User do not have an option to close the conversation without a closing note. When they close a conversation, they are required to select a conversation category and input a conversation summary.

Closing Notes Dialog is disabled User can proceed to close a conversation without closing notes. User will not have an option to close the conversation with a closing note.

Conversation Categories

Adding Conversation Category

Step 1: Navigate to Closing Notes From the side navigation menu, select Settings from the menu and select Closing Notes

Step 2: Press ADD CATEGORY At the top bar, press the blue ADD CATEGORY button and the Add Conversation Category dialog should open up.

Step 3: Fill up the required information

Fields

Description

Category Name

The name of the conversation category

Description

The description of the category

This will be shown to the users in the Closing Note dialog

Step 4: Add Conversation Category When you have filled in the fields, press the blue ADD button to create the Snippet.

Editing Conversation Category

If you need to make a change to an existing category, you can do so by choosing Edit from the actions menu. Bear in mind that you can only edit the description of a conversation category.

If you wish to rename the category, we suggest you to delete the existing category and create a new category with your preferred name.

Deleting Conversation Category

If a conversation category is no longer relevant or a duplicate of another, it can be deleted from the space by choosing Delete from the actions menu.

Be careful when you delete a category as it may be used by other users in the space. Bear in mind that the deletion cannot be undone.

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