Conversations overview

```mediawiki Navigation: Main_Page > Conversations > Conversations overview

Conversations Overview

ActiveCampaign's Conversations feature allows you to have two-way interactions with leads and customers through chat and email, all organized within a unified inbox. This feature enables your team to easily manage communications, providing context for customer issues, questions, sales wins, and interactions. Understanding how to effectively use Conversations can enhance customer engagement, streamline team communication, and ultimately drive conversions.

What is Conversations?

Conversations is an online communication platform provided by ActiveCampaign that empowers businesses to engage with customers in real-time via chat and asynchronous email. All customer interactions are stored in a unified inbox, enabling easy access and management for your team.

With Conversations, you can:

• Have engaging two-way conversations with leads and customers through live chat and email.
• Add a chat widget to your website, allowing customers to reach out directly.
• Respond to incoming chats in real-time or manage them from your computer or mobile device.
• Set up notifications for incoming chats to stay on top of customer inquiries.
• Connect chat interactions to a contact’s profile record for a richer customer history.
• Respond to chats or inbound emails through the unified Conversations inbox.
• Forward emails from your personal inbox into the Conversations inbox for unified management.
• Utilize automations to create personalized experiences for customers based on chat interactions.

It is important to note that only Primary Admins can activate the Conversations feature within an ActiveCampaign account, making it essential to manage access and configuration carefully.

How to Access Conversations

To access the Conversations feature: 1. Log into your ActiveCampaign account. 2. Locate the left menu and click on Conversations. 3. If you are setting it up for the first time, you can opt to start a free 14-day trial or proceed to purchase seats for your team.

Step-by-Step Instructions

1. **Navigate to Conversations**: From the left menu in your ActiveCampaign account, select Conversations. 2. **Start the Free Trial or Purchase**:

  - To initiate a trial, find and click on Start Free 14-day Trial.
  - To purchase seats directly, follow the prompts to add the needed number of seats at $19 per seat/month.

3. **Configure Your Chat Widget**:

  - Access the Settings in the Conversations section.
  - Follow the instructions to create and customize your chat widget for your website.

4. **Set Up Notifications**:

  - Within the Conversations settings, enable notifications to ensure your team is alerted to incoming chats.

5. **Manage Conversations**: Use the unified inbox to view, respond to, and manage customer interactions efficiently.

Configuration Options and Settings

When setting up Conversations, consider the following configuration options:

• **Chat Widget**: Integrate this functionality on your website for an interactive customer experience.
• **Notifications**: Configure alerts for incoming chats to enhance responsiveness.
• **Seat Assignments**: Assign seats to team members who will be handling customer interactions.

By properly configuring these elements, you can foster an effective communication channel with your customers.

Best Practices and Tips

To maximize the effectiveness of the Conversations feature, consider implementing these best practices:

• **Engage Promptly**: Respond to inquiries as quickly as possible to increase customer satisfaction and improve the chances of conversion.
• **Use Personalization**: Incorporate customer data from chat interactions to tailor responses and improve engagement.
• **Collaborate Across Teams**: Share insights and communication from the Conversations inbox among team members, enhancing collaboration between sales, support, and marketing teams.
• **Monitor Conversations**: Regularly review interactions stored in the unified inbox to identify patterns, customer concerns, and potential areas for improvement.

Common Use Cases with Examples

1. **Qualifying Leads**: When a visitor engages with your website, initiate a conversation that helps understand their needs and guide them toward purchasing. 2. **Customer Support**: Use the real-time chat function to resolve customer issues quickly, creating a positive experience that can drive loyalty. 3. **Following Up**: If a lead shows interest by reaching out, utilize the Conversations inbox to send follow-up emails based on their inquiries, improving chances of conversion.

Troubleshooting Section

If you encounter issues while using the Conversations feature, consider the following troubleshooting tips: - Ensure that your team members have the necessary seats assigned to access the Conversations tool. - Check if the chat widget is properly integrated on your website. Validate any connection errors that may prevent it from appearing. - If notifications are not working, revisit the notification settings to confirm they are enabled.

Related Features

For further enhancement of your customer engagement strategies, explore these related features:

• Automations: Use automations combined with Conversations for a personalized customer experience.
• Email Marketing: Engage leads through targeted email campaigns alongside real-time chat support.

FAQ Section

Q1: Who can activate the Conversations feature? A1: Only Primary Admins can activate the Conversations feature within ActiveCampaign.

Q2: How much does Conversations cost? A2: Conversations costs $19 per seat, per month.

Q3: Can I have chat conversations on mobile? A3: Yes, you can respond to incoming chats from your computer or mobile device.

Q4: What happens if a customer sends an email? A4: You can respond to inbound emails from contacts directly through the Conversations inbox.

Q5: Is Conversations available in all ActiveCampaign plans? A5: Yes, Conversations is available on all plan levels as an add-on.

Q6: How can I personalize customer interactions? A6: Use customer data extracted from chat interactions to tailor responses and improve engagement.

Q7: What is the unified inbox? A7: The unified inbox is where all customer conversations are stored, allowing your team to manage interactions efficiently.

By effectively utilizing the Conversations feature, you can greatly enhance customer engagement and operational efficiency, ultimately leading to higher conversion rates and improved customer satisfaction. ```