Conversations: Difference between revisions

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'''Navigation:''' [[Main_Page]] > [[Apps]] > Conversations
'''Navigation:''' [[Main_Page]] > [[Partner Portal]] > Conversations


= How to Set Up Conversations =
== How to Manage Conversations through the Partner Portal ==


== Introduction ==
=== Introduction ===
The '''Conversations''' feature within ActiveCampaign allows for effective two-way communication between businesses and their customers through a chat widget and email. This functionality is vital for enhancing customer support, building stronger relationships, and improving overall customer experience. Conversations centralizes customer interactions in a unified inbox, making it easier for your team to manage communications, address issues, respond to queries, and celebrate sales successes. Implementing this feature is particularly beneficial for businesses looking to enhance engagement and streamline their customer service processes.
The '''Conversations''' feature in ActiveCampaign allows agencies to effectively manage customer interactions and communication. This feature is essential as it enhances customer relationship management by centralizing conversations, enabling quick response times, and facilitating better customer support. However, it's important to note that as of January 3, 2023, the '''Conversations''' feature is no longer available for purchase to new customers, and it is exclusively available for accounts that previously trialed this functionality or have existing '''Conversations''' seats.


== How to Access Conversations ==
=== How to Access this Feature ===
To access and configure the '''Conversations''' feature, you must be the Primary Admin of your ActiveCampaign account. Follow these steps:
To manage '''Conversations''' within the ActiveCampaign ecosystem, users must access the feature through the '''Partner Portal'''. The direct management of '''Conversations''' cannot be done through a regular ActiveCampaign account. Here's how to get started:


1. Click on '''Conversations''' in the left menu.
=== Step-by-Step Instructions ===
2. If you do not see the '''Conversations''' option, consult your Primary Account Admin to request permission or note that this feature is no longer available for new purchases as of January 3, 2023.
1. **Log into the Partner Portal**: Start by navigating to the Partner Portal login page and enter your credentials.


Once you navigate to the Conversations page, you can proceed to configure settings under '''Conversations Settings'''.
2. **Locate your account email**: In the main dashboard view, find your account email displayed prominently on the screen.


== Step-by-Step Instructions ==
3. **Click on the dropdown arrow**: Next to your account email, click on the '''dropdown arrow'''.
This section provides you with detailed instructions on how to set up and configure various components of the '''Conversations''' feature.


=== Setting Up the Chat Widget ===
4. **Select "Change"**: In the dropdown menu that appears, click on '''Change''' to proceed.
To customize the chat widget to align with your brand, you can configure its appearance as follows:


1. Navigate to the '''Conversations Settings''' > '''Channels''' > '''Web Chat''' > '''Appearance'''.
    ![Partner Portal Dropdown — Click Change](https://help.activecampaign.com/system/photos/360078964759/_DSC5836_Sarah.jpg)
2. Enter your company's name or a welcome message in the '''Headline''' field (e.g., "Chat with us").
3. Optionally, add a short description of your company in the '''Description''' field.
4. Paste the URL of your company logo into the designated field; you will see a preview to ensure it is correct.
5. Select a color for your chat widget under '''Brand Color''' using the color picker or entering a hex value.
6. Choose the '''Chat Position''', selecting whether the widget should appear on the left or right side of the webpage.


=== Setting Up the Welcome Message ===
5. **Adjust Conversations seats**: On the '''Change Your Account''' page, scroll down to the '''Add-Ons''' section. Here, you can adjust the number of '''Conversations''' seats your agency requires.
The Welcome Message is a proactive greeting that enhances visitor interaction with your website. To set this up:


1. Go to '''Conversations Settings''' > '''Welcome Message'''.
    ![Example Add-ons Section](https://help.activecampaign.com/system/photos/360078964759/_DSC5836_Sarah.jpg)
2. Click on the '''Create a Welcome Message''' button.
3. Activate the '''Welcome Message''' toggle by switching it to the "On" position.
4. Enter a short greeting (e.g., "We're here to help!") in the provided field.
5. Click the '''Publish''' button to make your welcome message live.


=== About the Chatbot Automation ===
=== Configuration Options and Settings ===
Each '''Conversations''' account comes with a preconfigured '''Chatbot Automation''', designed to facilitate real-time messaging. This automation can assist in data collection and lead qualification, enhancing the customer experience before an agent takes over. You can access the Chatbot Automation by navigating to '''Conversations Settings''' > '''Chatbot Automation'''.  
While accessing the '''Conversations''' feature is straightforward, the principal configuration option available is the number of '''Conversations''' seats. This setting can be adjusted based on your agency's needs. Adjusting the seats allows you to allocate the feature to the appropriate team members who manage customer conversations.


For further details on setting up and using the Chatbot Automation, visit the official documentation [https://help.activecampaign.com/hc/en-us/articles/360013953179].
=== Best Practices and Tips ===
- **Regularly Monitor Capacity**: Make sure to assess the number of '''Conversations''' seats regularly based on your team's size and workload. This helps ensure that all team members can manage customer inquiries without delay.
- **Train Team Members**: Ensure that team members who will be using the '''Conversations''' feature are adequately trained. Familiarity with this feature can significantly enhance efficiency.
- **Utilize Conversation History**: Encourage team members to review past conversations to provide context when assisting customers. This minimizes redundancy and improves the customer experience.


=== Adding the Chat Widget to Your Website ===
=== Common Use Cases with Examples ===
To display the chat widget on your website, you need to configure domain whitelisting and install the chat widget code:
1. **Customer Support**: Agencies can utilize the '''Conversations''' feature to handle customer inquiries and support requests efficiently. For instance, if a customer has a question about their account setup, the team can quickly respond through the conversations interface, referencing previous interactions if necessary.


==== Whitelist Your Website Domain(s) ====
2. **Lead Engagement**: When a new lead expresses interest via your website or social media, team members can respond in real-time, significantly impacting lead conversion rates.
Follow these steps to whitelist the domains where the widget should appear:


1. Click '''Website''' on the left menu.
3. **Onboarding Assistance**: Agencies can set up dedicated '''Conversations''' personnel to engage with new clients during onboarding, ensuring all concerns and questions are addressed promptly.
2. Select '''Site Tracking'''.
3. Enter your website URL in the provided field and click the '''Add''' button.


You have options for whitelisting:
=== Troubleshooting ===
- **Include all website pages**: Check this box to show the widget on all pages of the specified URL.
While managing '''Conversations''' might generally be smooth, here are some common issues and troubleshooting tips:
- **Only this page**: If unchecked, only the specific URL entered will be whitelisted.
- **Access Issues**: If you're having trouble logging into the '''Partner Portal''', ensure that your credentials are correct. If you have forgotten your password, use the password recovery option.
- **Wildcard URLs**: Use the * symbol to include all pages under a specific path.
- **Changing Seats**: In the event that you cannot find or adjust the '''Conversations''' seats count, verify that your account indeed has this feature enabled. If issues persist, reach out to your account representative.


==== Chat Widget Code ====
=== FAQ ===
The tracking code that displays the widget is located in the box under '''Tracking Code'''. You need to:
'''Q1: Can I purchase additional '''Conversations''' seats?'''
A1: No, as of January 3, 2023, '''Conversations''' is no longer available for purchase to new customers. It is only available for existing customers who have previously trialed or have seats allocated.


- Copy the provided JavaScript code.
'''Q2: Where do I manage '''Conversations''' from?'''
- Paste it into the footer of your website.
A2: '''Conversations''' must be managed through the '''Partner Portal''' and cannot be managed directly through an individual ActiveCampaign account.


For single-page applications, remember to call window.vgo('update'); to ensure the chat widget loads correctly on route changes.
'''Q3: How can I check if my account has '''Conversations''' seats?'''
A3: You can verify the number of '''Conversations''' seats allocated to your account by logging into the '''Partner Portal''' and checking the '''Add-Ons''' section under your account settings.


== Configuration Options and Settings ==
'''Q4: Is there training available for using the '''Conversations''' feature?'''
- **Appearance**: Customization of the chat widget’s visual elements.
A4: While specific training resources may vary, it is recommended that agencies familiarize their teams with the feature through practice and utilization of provided documentation.
- **Welcome Message**: A greeting that initiates engagement with visitors.
- **Chatbot Automation**: An automated system for initial interaction.
- **Whitelisting Domains**: Assigning which domains can display the chat widget.
- **Tracking Code**: The necessary JavaScript included in your site’s footer.


== Best Practices and Tips ==
'''Q5: What if I need more information on the '''Conversations''' feature?'''
- Ensure your '''Welcome Message''' is welcoming and encourages interaction.
A5: For further details and guidance, it's advisable to consult the ActiveCampaign knowledge base or contact your ActiveCampaign support representative for assistance.
- Utilize the '''Chatbot Automation''' to manage initial customer inquiries efficiently.
- Regularly review and update the '''Appearance''' settings to maintain brand consistency.
- Whitelist all relevant domains promptly to avoid downtime and ensure visibility of the chat widget.
- Optimize the chat widget's positioning based on user engagement analysis.


== Troubleshooting ==
Whether you are an agency manager or a customer support representative, understanding how to navigate and manage the '''Conversations''' feature within the '''Partner Portal''' can greatly bolster your customer interaction and satisfaction strategies.
If you encounter issues with the chat widget display, check the following:
- Ensure your domain is whitelisted in the Site Tracking settings.
- Verify that the correct chat widget code is installed on your website.
- For single-page applications, ensure the route change updates are implemented properly.


== FAQ ==
=== What happens if I'm not the Primary Admin? ===
If you are not the Primary Admin, you will need to contact them to request access to configure the Conversations feature.
=== Can I use the Conversations feature if I signed up after January 3, 2023? ===
No, the Conversations feature is no longer available for purchase for new customers as of January 3, 2023.
=== How do I change the color of the chat widget? ===
You can change the color in the '''Appearance''' section by selecting a new color from the color picker or by entering a hex code.
=== Can I access previous conversations? ===
Yes, all customer conversations are stored in a unified inbox within the Conversations feature.
=== How can I modify the Welcome Message after publishing? ===
You can navigate back to '''Conversations Settings''' > '''Welcome Message''' to edit or republish your Welcome Message.
=== Is it possible to personalize the message sent by the chatbot? ===
Yes, the '''Chatbot Automation''' can be configured to send personalized messages based on user interaction.
=== What if the chat widget does not appear on my site? ===
Check that your domain is whitelisted and that the chat widget code is installed correctly in your website's footer.
This guide aims to help you set up and optimize the Conversations feature within ActiveCampaign. By following these steps, you should be well-equipped to enhance communication with your leads and customers effectively.
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Latest revision as of 09:15, 3 November 2025

``` Navigation: Main_Page > Partner Portal > Conversations

How to Manage Conversations through the Partner Portal[edit | edit source]

Introduction[edit | edit source]

The Conversations feature in ActiveCampaign allows agencies to effectively manage customer interactions and communication. This feature is essential as it enhances customer relationship management by centralizing conversations, enabling quick response times, and facilitating better customer support. However, it's important to note that as of January 3, 2023, the Conversations feature is no longer available for purchase to new customers, and it is exclusively available for accounts that previously trialed this functionality or have existing Conversations seats.

How to Access this Feature[edit | edit source]

To manage Conversations within the ActiveCampaign ecosystem, users must access the feature through the Partner Portal. The direct management of Conversations cannot be done through a regular ActiveCampaign account. Here's how to get started:

Step-by-Step Instructions[edit | edit source]

1. **Log into the Partner Portal**: Start by navigating to the Partner Portal login page and enter your credentials.

2. **Locate your account email**: In the main dashboard view, find your account email displayed prominently on the screen.

3. **Click on the dropdown arrow**: Next to your account email, click on the dropdown arrow.

4. **Select "Change"**: In the dropdown menu that appears, click on Change to proceed. 

   ![Partner Portal Dropdown — Click Change](https://help.activecampaign.com/system/photos/360078964759/_DSC5836_Sarah.jpg)

5. **Adjust Conversations seats**: On the Change Your Account page, scroll down to the Add-Ons section. Here, you can adjust the number of Conversations seats your agency requires. 

   ![Example Add-ons Section](https://help.activecampaign.com/system/photos/360078964759/_DSC5836_Sarah.jpg)

Configuration Options and Settings[edit | edit source]

While accessing the Conversations feature is straightforward, the principal configuration option available is the number of Conversations seats. This setting can be adjusted based on your agency's needs. Adjusting the seats allows you to allocate the feature to the appropriate team members who manage customer conversations.

Best Practices and Tips[edit | edit source]

- **Regularly Monitor Capacity**: Make sure to assess the number of Conversations seats regularly based on your team's size and workload. This helps ensure that all team members can manage customer inquiries without delay. - **Train Team Members**: Ensure that team members who will be using the Conversations feature are adequately trained. Familiarity with this feature can significantly enhance efficiency. - **Utilize Conversation History**: Encourage team members to review past conversations to provide context when assisting customers. This minimizes redundancy and improves the customer experience.

Common Use Cases with Examples[edit | edit source]

1. **Customer Support**: Agencies can utilize the Conversations feature to handle customer inquiries and support requests efficiently. For instance, if a customer has a question about their account setup, the team can quickly respond through the conversations interface, referencing previous interactions if necessary.

2. **Lead Engagement**: When a new lead expresses interest via your website or social media, team members can respond in real-time, significantly impacting lead conversion rates.

3. **Onboarding Assistance**: Agencies can set up dedicated Conversations personnel to engage with new clients during onboarding, ensuring all concerns and questions are addressed promptly.

Troubleshooting[edit | edit source]

While managing Conversations might generally be smooth, here are some common issues and troubleshooting tips: - **Access Issues**: If you're having trouble logging into the Partner Portal, ensure that your credentials are correct. If you have forgotten your password, use the password recovery option. - **Changing Seats**: In the event that you cannot find or adjust the Conversations seats count, verify that your account indeed has this feature enabled. If issues persist, reach out to your account representative.

FAQ[edit | edit source]

Q1: Can I purchase additional Conversations seats? A1: No, as of January 3, 2023, Conversations is no longer available for purchase to new customers. It is only available for existing customers who have previously trialed or have seats allocated.

Q2: Where do I manage Conversations from? A2: Conversations must be managed through the Partner Portal and cannot be managed directly through an individual ActiveCampaign account.

Q3: How can I check if my account has Conversations seats? A3: You can verify the number of Conversations seats allocated to your account by logging into the Partner Portal and checking the Add-Ons section under your account settings.

Q4: Is there training available for using the Conversations feature? A4: While specific training resources may vary, it is recommended that agencies familiarize their teams with the feature through practice and utilization of provided documentation.

Q5: What if I need more information on the Conversations feature? A5: For further details and guidance, it's advisable to consult the ActiveCampaign knowledge base or contact your ActiveCampaign support representative for assistance.

Whether you are an agency manager or a customer support representative, understanding how to navigate and manage the Conversations feature within the Partner Portal can greatly bolster your customer interaction and satisfaction strategies.

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