There are several ways to contact leads: email, chat messages, pop-ups or social media integration: Facebook, Viber, Slack and Telegram.
No matter what channel will be used for the communication - all conversations are kept in the Inbox section.
This page is divided into three sections:
1. the list of conversations;
2. conversation box;
3. lead card.
Channels
Channels help you distribute the conversations by topic, teams (departments), communication channels (live chat, email, social networkings) or segments (audience).
Here is where you can get detailed instructions on how to add channels.
Here you can see conversations with all your leads. You can learn a lot about the conversation from its preview:
Use a filter to find the needed conversation quickly. The filter is placed above all conversations.
1. Unanswered conversations are a click away:
2. The conversations can be also filtered by Unsorted, My conversations and unsorted, My conversations or by operators:
3. If tags are added to conversations, then you can quickly filter the conversations by tags:
4. Conversations can be filtered by the status:
5. Search by words:
Let's see what elements are there in the conversation window:
In order for operators to work productively with incoming messages, we were working on segmentation, screen dividing and putting all the unused info aside. To see less visual noise, close conversations you're done with.
How does the process of closing the conversation work?:
Set a time out in chat settings in Settings section:
Why do you need to close conversations:
Hold the conversation
Sometimes the question hangs in the air: you're waiting for someone else's reply, waiting for the feature to be launched, etc. For this conversation not to bother you, but not to forget about it at all, just hold it for the needed time.
This conversation will be moved out of the open conversation list (but you'll find it in the Hold conversation - just change the filter). And when the time comes, you'll see this conversation in the list of open conversations again.
Orange clock sign shows that the conversation is open again after it was held.
Adding a note or assigning operators removes the hold time and the conversation moves to the list of open conversations. Adding a tag won't remove the hold status.
Use all available data about the lead you're holding the conversation with to solve their issues more effectively. Here you can find all recorded information (read more about data tracking here).
You can add a note about the lead right away not to forget the important information. More about the lead card here.
Simplify and speed up your work in communication with your leads with the help of useful shortcuts.
Keyboard shortcuts | Action |
Ctrl + H | Create a note |
Ctrl + L | Get a link to the conversation (open the conversation in the new tab) |
Ctrl + O | Close the conversation |
Ctrl + Q | Close conversation and remove the assignment |
Ctrl + M | Assign the conversation to yourself |
Ctrl + B | Remove the assignment |
Ctrl + 1-9 | Quick answer (first 9) |
Ctrl + S | Open saved responses list |
Ctrl + U | Open lead card |
Page up | Move to conversation above in the list of conversations |
Page down | Move to conversation below in the list of conversations |
Slash commands make operators' work easier. They make it possible to send the lead to CRM or create a ticket without leaving the conversation window.
Standard commands (always available) | |
/user | Open lead card |
Integration is needed | |
/zendesk | Create a ticket in Zendesk (put the ticket text after the slash command) |