You are currently in step 3 Managing your first conversation of the Get started checklist. If you want to build relationships through structured, personal and timely responses, you need to confidently handle incoming conversations coming in from customers.
Conversations module
This article shows how easy it is to start your first conversation. For this, you go into the Inbox tab of the Conversations module. Here, unassigned messages come in from all channels that are connected to your team. You will manage a conversation in just a few steps:
In the video above, we show the Conversations module with a new conversation that came in through WhatsApp. You recognize that it's a new conversation by the red mark next to the conversations window. Click on the conversation for it to open, so you can read and reply to the customer.
Step 1. Assigning the conversation
When opening a conversation, you can assign it to yourself or to others, by clicking on the menu on top of the conversation. You can also assign conversations to full teams, or to chat assistants.
When assigned, the conversation moves from the Inbox tab to the Open tab. When assigned to yourself, it will also be visible in the Yours tab.
Step 2. Handling a conversation
With your new conversation open, it's time to look into the chat window. On the bottom of this window is the compose bare, this is where you reply to an incoming conversation. Type / or click on the / icon to find your Quick replies and WhatsApp templates. Depending on the channel, you can also add media or use emoji's by clicking on their respective icons.
In the example above, a customer is asking how to track their order. For this you can write a message yourself, or use a quick reply you have set up, such as /track in our example.
When the prompt "WhatsApp template required" appears in the compose bar, it means that the conversation is outside of the 24-hour window. You then need to start the conversation with a WhatsApp template, before being able to write a message yourself.
🗨️Message ready? Click Send to deliver it directly to the contact.
Step 3. Enrich conversation details
Spotler Message includes several useful tools to keep conversations clear for you and your team. For example, the use of labels.🏷️ This is a tag that you may assign to a conversation or contact, resulting in a quick glance of the type of conversation within the conversation list. The contents of these tags can be determined yourself. You add a label to a conversation by clicking on No labels in the top left of the chat window. Alternatively, you can add a label to the contact as well, by clicking on No labels within the contact menu of the conversation window. This makes the label visible for each conversation with the contact.
You may also want to add a little internal note about the conversation or contact. Perhaps for yourself as reminder, or as a small briefing when reassigning a conversation to someone else of your team. You do this by clicking on the ••• More button in the top right of the contact menu, followed by Create note.📝
📚 Need more guidance?
- Getting ready for your first conversation – A detailed step by step plan about handling your conversations, including more features you can work with
Now you know how to handle incoming conversations and add more to it. Ready for the next step? Let's close it up.
👉3️⃣ Go to Step 3: Closing your first conversation