Purchase and remove seats for Conversations

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Purchase and remove seats for Conversations

In this article, we will explore how to purchase and remove seats for the Conversations feature in ActiveCampaign. Understanding this functionality is essential for the Primary Account Admin to manage user access effectively within the Conversations platform. This feature is pivotal for improving team collaboration and ensuring that your support staff has the necessary access to respond to customer inquiries.

Introduction

The Conversations feature allows businesses to communicate with their customers directly through a unified inbox where support tickets, chat messages, and other communications are centralized. With the capability to manage multiple agents, it becomes crucial to have the appropriate number of seats for your team's needs.

This feature matters because it ensures that your customer support team has the resources necessary to provide timely responses to customer inquiries, enhancing customer satisfaction and improving response times. It is important to note that as of January 3, 2023, the Conversations feature is no longer available for purchase; however, current users can still manage their seats based on the existing licensing.

How to Access This Feature

Only the Primary Account Admin has the authority to access the purchasing and removal of seats for the Conversations feature. To manage seats, the admin should navigate to the Conversations > Manage Seats section within their ActiveCampaign account.

Step-by-Step Instructions

Purchasing Seats

1. Navigate to the Conversations > Manage Seats page. 2. Click the Email Support button. 3. A modal window will appear showing the amount you will be charged for the number of seats you are purchasing. 4. Confirm your purchase. 5. If seats are purchased part-way through the month, a prorated fee will be calculated based on the remaining days left in that billing cycle. 6. Your current payment method will be charged immediately upon completion of the purchase. Note that you'll be billed each subsequent month at the regular fee for Conversations.

It is crucial to remember that there is no cap on the number of seats you can purchase, allowing you to scale your support operations as needed.

Removing Seats

1. Go to the Conversations > Manage Seats page. 2. Click the Email Support button. 3. Only the Primary Account Admin is permitted to submit requests for seat removal. 4. Confirm the request to remove the desired number of seats.

This process allows for flexibility in managing your team's resources, enabling you to optimize your costs as team dynamics change.

Configuration Options and Settings

Within the management of seats for Conversations, key options include: - Purchase Seats: Select the number of seats you wish to add. - Remove Seats: Specify how many seats you want to remove, subject to confirmation by the Primary Account Admin.

It is important to be aware that the trial version of Conversations comes with 20 seats available for use, which provides you an opportunity to evaluate the feature without commitment.

Best Practices and Tips

- Regularly assess your team's needs and adjust the number of seats accordingly to avoid overpaying for unused capacity. - Before adding more seats, consider your average response times and workload to determine the optimal number. - Take advantage of the trial seats for new users and train them effectively to ensure a smooth transition into using the Conversations platform.

Common Use Cases with Examples

1. **Scaling Support Staff**: If your business experiences seasonal fluctuations in customer inquiries, you might consider temporarily increasing your seat count during peak times. 2. **Team Expansion**: As roles change and new support agents are hired, adjust your number of seats proactively to accommodate new team members without delays. 3. **Tracking Performance**: Monitor response rates and assign seats based on available personnel to ensure efficiency in handling customer conversations.

Troubleshooting

If you encounter issues while attempting to purchase or remove seats, consider checking: - Your role and permissions within ActiveCampaign—only the Primary Account Admin can manage seats. - Any alerts or messages presented during the transaction process for guidance. - Confirm that your payment method is valid and has sufficient funds for the transaction.

For further assistance, reaching out to ActiveCampaign support through the Email Support button will guide you to a dedicated team ready to help resolve any issues.

Related Features

For related features, you may want to explore: - Conversations for general insights into managing customer interactions. - User Groups to better manage your user permissions and roles.

FAQ

Q1: Who can purchase seats for Conversations? A1: Only the Primary Account Admin can purchase and remove seats.

Q2: Are there any limits on how many seats I can purchase? A2: No, there is no cap on the number of seats that can be purchased.

Q3: Do I have to pay a yearly fee for Conversations? A3: No, there is no yearly discount for Conversations; charges are applied monthly.

Q4: What happens if I purchase seats mid-billing cycle? A4: You will be charged a prorated fee for the remaining days of that month.

Q5: How do I remove seats? A5: To remove seats, go to Conversations > Manage Seats and click the Email Support button.

Q6: Can I manage conversations without enough seats? A6: No, insufficient seats means you may experience limitations in managing incoming customer queries efficiently.

Q7: Is there a trial version for Conversations? A7: Yes, the trial version provides up to 20 seats for initial evaluation.

This comprehensive guide should equip you with the knowledge necessary to efficiently manage your conversations seats. Should you need additional insights or detailed instructions on other features, feel free to explore further within the Conversations category. ```