Conversations visitor detail pane overview

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Introduction

The Conversations visitor detail pane is an integral part of the ActiveCampaign Conversations feature, providing agents with essential information about visitors they interact with through the unified inbox. This pane not only allows agents to view key details about the visitor but also grants them the capability to optimize their engagement based on the information available. Whether it’s understanding a visitor's previous interactions or updating their contact details, the visitor detail pane enhances the overall communication experience. Knowing what is available in this pane can significantly help in personalizing conversations and improving customer satisfaction.

How to Access the Visitor Detail Pane

To access the visitor detail pane, follow these steps:

1. Log in to your ActiveCampaign account. 2. Navigate to the unified inbox. 3. Click on any conversation listed on the left side. 4. The visitor detail pane will appear on the right side of your screen.

This detail pane is visible any time you engage in a conversation with either known or unknown visitors.

Step-by-Step Instructions

Once you have accessed the visitor detail pane, you can utilize the following functionalities:

For Known Visitors

- **View the contact's avatar**: If the avatar is available, it will be displayed at the top of the visitor detail pane. - **View social media links**: If available, links to the visitor's social media profiles will be present. - **View visitor's contact profile**: You can see all existing details about the visitor in their profile. - **Update contact field values**: You can edit various details directly through the pane. - **Reorder and show/hide contact fields**: Utilize the customization features to organize the information as per your workflow. - **View associated deals**: See any deals connected to the contact. - **Create a deal**: Initiate a deal directly from the visitor detail pane. - **Add/remove contact tags**: Manage the tags associated with the contact. - **View eCommerce order information**: Access details regarding previous transactions. - **Expand and collapse widgets**: Organize your view based on what's important for the conversation.

For Unknown Visitors

- **View the site visitor's number**: You’ll see a unique identifier for visitors who are not recognized. - **Manually add an email**: If you the visitor shares their email, you can input it here.

Customization Options

You can customize the visitor detail pane according to your preferences. These customizations are saved across sessions but are unique to each agent:

1. To access customization options, open a conversation with a known visitor. 2. Click the gear icon next to the visitor's name. 3. Here, you can reorder, show, or hide various widgets and fields.

Reorder Widgets

To reorder widgets in the visitor detail pane: 1. Open a conversation in the unified inbox. 2. Click the gear icon next to the visitor's name. 3. Drag and drop the items to rearrange their order.

Show or Hide Widgets

To manage the visibility of widgets: 1. Open any conversation. 2. Click the gear icon. 3. Click the eye icon to hide/show any specific widget.

Configuration Options and Settings

The visitor detail pane features numerous configuration options that enhance its functionality:

- Avatar: Displays the contact's image if available. - Social Media Links: Provides links to the visitor's profiles. - Contact Fields: Editable fields that store information about the visitor. - Deal Management: Functions to view, create, and manage deals associated with the contact. - Contact Tags: Option to manage tags directly through the pane. - eCommerce Information: Access specific order details linked to the visitor.

Best Practices and Tips

- Personalize your involvement by reviewing the visitor's social media links and other available details in the pane. - Regularly update the contact field values to keep visitor information current. - Utilize the customization options to tailor the view to your specific needs, which can lead to more effective interactions. - Make note of commonly used fields and reorder them for faster access.

Troubleshooting

If you encounter issues with the visitor detail pane, consider the following tips:

- Ensure you are logged into the correct ActiveCampaign account with the necessary permissions to access Conversations. - If widgets are not displaying, check that you have the necessary customization options enabled. - Refreshing your browser can solve display issues. - Contact ActiveCampaign support if problems persist or for features that do not seem to function as described.

Related Features

For further exploration about related features, consider reviewing: - Conversations: Overview of the entire Conversations feature. - Tagging in ActiveCampaign: Learn more about managing tags related to contacts. - Deal Management: Explore how to create and manage deals associated with contacts.

Frequently Asked Questions (FAQ)

• Q1: How do I hide a widget in the visitor detail pane?*

A1: Click the gear icon next to the visitor's name in the detail pane, then click the eye icon to hide the widget.

• Q2: Can I customize the view of the visitor detail pane?*

A2: Yes, each agent can customize their view specific to their needs.

• Q3: What information can I see for unknown visitors?*

A3: For unknown visitors, you can see their visitor number and manually add an email address.

• Q4: How can I update a contact's information during a conversation?*

A4: Contact field values can be updated directly from the visitor detail pane.

• Q5: What should I do if the visitor detail pane is not loading?*

A5: Try refreshing your browser or checking your internet connection. If issues persist, reach out to support.

• Q6: Do changes made in the visitor detail pane affect other users?*

A6: No, customizations are specific to each agent and do not impact others.

• Q7: Is the Conversations feature still available for purchase?*

A7: No, Conversations is no longer available for purchase as of January 3, 2023.

By understanding the functionality and customization options of the Conversations visitor detail pane, agents can enhance their interaction with visitors, ensuring a more effective and personalized engagement strategy. ```