Conversation tab

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Overview of the Conversation Tab in WhatsApp Messaging

Introduction

The Conversation tab in ActiveCampaign's WhatsApp Messaging feature provides users with a convenient way to manage and track conversations with contacts through WhatsApp. Understanding how to use this feature is crucial for businesses aiming to enhance their customer support and engagement via WhatsApp. The Conversation tab gives insights into conversation assignments, tags, previous interactions, and enables enhanced workflow automation right from your inbox.

How to Access the Conversation Tab

To access the Conversation tab, follow these steps:

1. Click WhatsApp in the left menu.
2. Select Inbox.
3. Click on any conversation in the inbox.

Upon clicking a conversation, the Conversation tab will appear on the right side of your screen, displaying relevant information associated with that conversation.

Step-by-Step Instructions

Here is a detailed breakdown of how to utilize the functionality of the Conversation tab: 1. **Access the Inbox**: Begin by navigating to the WhatsApp section and clicking on the Inbox to view all your ongoing conversations. 2. **Select a Conversation**: Click on one of the conversations listed. This will trigger the display of the Conversation tab on the right side. 3. **Review Assigned Agent**: The “Assigned to” section will show which agent is currently responsible for the conversation. Here, you can easily modify the assignee. 4. **Manage Tags**: In the Conversation tags section, you can add or remove tags to categorize the conversation effectively. 5. **View Previous Conversations**: The Previous conversations section lists the history of interactions with the current contact, allowing you to check past communications. 6. **Customize Inbox Actions**: Click the gear icon in the Inbox Actions section to create custom actions that can automate specific tasks.

Configuration Options and Settings

The Conversation tab offers various configuration options that cater to enhancing communication efficiency:

• **Conversation Tags**: You can assign tags to conversations for better organization. To add or remove a tag, simply use the dropdown menu or click the "X" next to an existing tag.
• **Assigned to**: The “Assigned to” section allows you to manage the agent assigned to the conversation. You can add or remove assignees as needed by using the + icon or clicking the "X".
• **Previous Conversations**: This section tracks the history of interactions with each contact and shows details like assignee, date, and tags.
• **Inbox Actions**: This feature allows you to automate actions and integrate with external platforms through API. To access it, use the gear icon in the Conversation tab.

Best Practices and Tips

To maximize the benefits of the Conversation tab, consider the following best practices:

• **Utilize Tags Effectively**: Regularly update the tags on conversations to ensure accurate categorization, which will facilitate better reporting and follow-up.
• **Regularly Check Previous Conversations**: Before engaging with a contact, review their previous conversations to provide a more personalized and informed response.
• **Automate Where Possible**: Leverage the Inbox Actions feature to streamline your workflows and save time on repetitive tasks.
• **Monitor Agent Assignments**: Keep an eye on who conversations are assigned to make sure your team workload is balanced and that no messages go unnoticed.

Common Use Cases with Examples

Here are a few common scenarios where the Conversation tab can be invaluable:

• A support agent is handling a query about a billing issue. They can quickly view previous conversations with the contact, refer to associated tags, and efficiently manage the workload by reassigning tasks as necessary.
• A sales team member receives questions about a product. They can categorize the conversation using specific tags like "high interest," while also setting up automated follow-ups through Inbox Actions.

Troubleshooting

If you encounter issues while using the Conversation tab, consider the following troubleshooting tips:

• **Not Seeing the Conversation Tab**: Ensure that you have selected a specific conversation in the Inbox.
• **Problems with Tags**: If tags are not appearing as expected, check if they were created correctly or look for spelling errors that may have caused a mismatch.
• **Asignee Issues**: If you cannot add or remove assignees, verify that you have the right permissions set within your account.

FAQ

What information is displayed in the Conversation tab?

The Conversation tab displays the assigned agent, conversation tags, the contact’s phone number, and a list of previous conversations.

Can I automate tasks from the Conversation tab?

Yes, you can create custom Inbox Actions that allow automation of certain tasks directly within the Conversation tab.

How do I add tags to a conversation?

To add tags, click the dropdown menu in the Conversation tags section or type a new tag into the provided field.

Can I see previous conversations with a contact?

Yes, the Previous conversations section lists all prior interactions with the current contact, including relevant details.

What if I need to reassign a conversation to another agent?

You can easily reassign conversations by going to the Assigned to section, clicking +, and selecting a new assignee from the dropdown menu.

Is the Conversation tab available on all ActiveCampaign plans?

The Conversation tab is available with the WhatsApp Messaging add-on and can be added to Plus, Professional, or Enterprise plans.

How can I access the Conversation tab if I can't find it?

Make sure you are within an active conversation in the WhatsApp Inbox; the Conversation tab will only be visible when a conversation is selected.

This article outlines the essential functionalities and operations of the Conversation tab in WhatsApp Messaging within ActiveCampaign, providing you with the knowledge needed to effectively manage your customer interactions. ```