Reply to inbound messages from the Conversations inbox

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Reply to inbound messages from the Conversations inbox

ActiveCampaign provides a feature that allows you to efficiently respond to incoming chats, emails, and messages from Facebook Messenger from the Conversations unified inbox. This centralized communication hub enables agents to interact with leads and customers seamlessly, ensuring that all interactions are documented for future reference.

This feature is particularly useful for businesses looking to enhance their customer service experience by managing multiple communication channels from one place.

How to Access this Feature

To access the Conversations unified inbox and reply to inbound messages: 1. Log into your ActiveCampaign account. 2. Navigate to the Conversations section from the left menu.

Once in the Conversations area, you can respond to messages across different channels, enabling a cohesive conversation flow.

Step-by-Step Instructions

Responding to Chats

When receiving a chat from a visitor: 1. Look for a red dot next to the Conversations icon in the left menu, indicating unread messages. 2. Click the message in the left menu of the Conversations unified inbox. 3. Ensure “Web Chat” is selected in the channel dropdown menu. 4. Type your response in the message composer field. 5. If applicable, click the Saved Responses icon next to the "Web Chat" label to use pre-defined responses. 6. Click Send to deliver your message.

When responding via chat, a green dot will indicate if the visitor is online. If they are not, you’ll have the option to respond via email instead.

Responding to Emails

When responding to an inbound email: 1. Open the new email from the left menu in the Conversations unified inbox. 2. Ensure “Email” is selected in the channel dropdown menu. 3. Type your response in the message composer. 4. Use the Saved Responses feature as needed. 5. Click Send to submit your reply.

Messages sent will include a thread of the chat for context.

Responding to Messages from Facebook Messenger

To respond to Facebook Messenger messages: 1. Click the message in the left menu of your Conversations unified inbox. 2. Make sure "Messenger" is selected in the channel dropdown. 3. Type your response in the message composer field. 4. Use the Saved Responses feature if desired. 5. Press Send to reply.

Each new message will initiate a new conversation thread and will not create a contact record unless the visitor had previously engaged.

Marking a Conversation as "Complete"

To wrap up a conversation: 1. After finalizing the discussion, click the Complete button at the top of the chat or email interaction. 2. A checkmark will indicate that the conversation is completed in the left menu.

Note: Reopening the chat widget will display the chat history, allowing for ongoing interaction.

Sending a Chat Thread

To send a follow-up email with a chat thread included: 1. In the conversation context, select "Email" in the channel dropdown. 2. Compose your message in the message composer. 3. Click Send to share the email which includes a record of the chat.

Configuration Options and Settings

While using the Conversations unified inbox, several configuration options allow further customization: - Saved Responses: Utilize this feature to create and reuse common message templates, saving time on repetitive communication while ensuring clarity. - Channel dropdown: Choose between messaging channels like Web Chat, Email, or Messenger for each conversation, adapting your response to the context of the interaction.

Best Practices and Tips

- Always check if the visitor is online before choosing the method of response; this helps in maintaining real-time engagement. - Utilize Saved Responses to enhance efficiency, especially during peak times or for frequently asked questions. - Ensure to mark conversations as Complete when finished to keep your unified inbox organized. - Keep track of customer interactions and familiarize yourself with common queries to improve responsiveness.

Troubleshooting

If you encounter issues: - Ensure that you have the appropriate agent permissions to view and respond to messages. - Check for any connectivity issues that may prevent messages from appearing in your inbox. - Verify that the platform you are interacting with (chat, email, or Messenger) is functioning correctly.

FAQs

What types of messages can I respond to in the Conversations inbox?

You can respond to chats, emails, and Facebook Messenger messages from the Conversations unified inbox.

Are personalization tags supported in messages?

Currently, personalization tags are not supported within messages sent through the Conversations inbox.

How do I ensure a visitor receives the email thread of our chat?

You can send the chat thread as a follow-up email immediately after the conversation via the Conversations inbox.

What happens if the visitor contacts me from Facebook Messenger?

Each new message from Facebook Messenger will create a new conversation thread without creating a contact record unless it’s a known contact.

Can I delete a conversation thread?

No, it is not possible to delete a conversation thread from your account.

How do I know when a conversation is complete?

A checkmark will appear next to the message in the left menu, indicating that the conversation has been marked as complete.

Can I use Saved Responses for both chat and email messages?

Yes, the Saved Responses feature is available for use in both chat and email messages for efficiency in responses. ```