Using Messaging Inbox: Converse Desk
Using Messaging Inbox: Converse Desk
What is a Conversation?
A conversation is an interactive communication thread between two or more people, typically between customers and agents. Tracking conversations is essential for monitoring and enhancing the customer journey within your business.
What is the Messaging Inbox?
The Converse Desk provides an intuitive inbox interface similar to email, designed for easy access and management of SMS, WhatsApp, and other messaging channels. It helps agents effectively handle a high volume of conversations by guiding them to prioritize responses.
Managing Conversations
How an agent can manage Conversations in their messaging inbox?
Agents see conversations assigned by an admin in their ‘My Inbox,’ where they can read and reply. Admins can also view all agent inboxes and assign conversations as needed.
How to save the incoming message from an unknown number to contacts?
For unknown numbers, click the three-dot menu next to the conversation, then select the option to save the contact.
Do I have an option to mark a recipient as spam? What happens after that?
Yes, you have the option to mark a recipient as spam. Marking a contact as spam will route all future messages from that sender directly to the Spam folder.
How can I remove a conversation from Spam?
Navigate to the Spam folder, click the conversation, and select “Mark as Not Spam.”
Frequently Asked Questions
How to Assign Conversations to Agents?
Use the three-dot menu beside a conversation and choose “Assign Conversation.” A window will pop up, allowing you to select an agent.
Who are Agents?
Agents have access to the Converse Desk to manage their assigned conversations.
How to Invite Agents?
Agents can be invited through the User Management tab in Account Settings.
Can I Download Conversation History?
Yes, use the three-dot menu next to a conversation to export either a specific conversation or total history.
How to Search Conversations?
Conversations are searchable by contact name or phone number.
How to Save a Contact to Audience Manager?
Click the three-dot menu and select “Save Contact.”
Where are Spammed Conversations Located?
Spammed conversations are in the Spam Conversations folder.
Can Spam Conversations be Deleted?
Currently, spam conversations cannot be deleted after being marked.
How to Report a Conversation?
You can report a conversation when marking it as spam.