Troubleshooting Conversations

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Troubleshooting Conversations

Introduction

The Troubleshooting Conversations feature is designed to assist users in resolving common issues they might encounter when utilizing the Conversations tool within ActiveCampaign. This feature is essential because it helps enhance communication flow with customers, ensuring that inquiries are addressed promptly and effectively. Familiarizing yourself with troubleshooting tips can significantly improve your experience and the productivity of your team.

How to Access this Feature

To access the troubleshooting options for Conversations, navigate to the Conversations Settings by selecting the Conversations tab in your ActiveCampaign dashboard. Once there, you will find various settings and options relevant to the Conversations functionality.

Step-by-Step Instructions

Here are some common troubleshooting steps to resolve issues associated with the Conversations tool:

1. Not Seeing Conversations in Your Account

If you cannot find the Conversations feature: - Ensure that your account has been granted access. Only the Primary Account Admin can assign agent access to Conversations.

2. The Chat Widget Is Not Showing on My Page

When the chat widget fails to appear: - Verify that the main Conversations toggle is set to "On" in Conversations > Conversations Settings. - Ensure the Visibility toggle is also turned "On" in the same settings. - Check if your domain is whitelisted by navigating to Website > Site Tracking. - Ensure that the chat code is correctly placed in either the head or footer of the webpage. - Confirm that the chat code appears only once on the page; duplication may cause issues. - Remove any old tracking code that might be causing conflicts.

3. Not Receiving Desktop Notifications

If desktop notifications are not triggering: - Make sure that the Conversations Inbox is opened in one of your browser tabs. - Check that the Desktop Notifications toggle is "On" in Conversations > Conversations Settings. - Look for a yellow banner at the top of the page prompting you to enable notifications; select "Allow" when prompted by your browser. - If notifications are still not coming through, verify in your browser's Site Settings that notifications are enabled for your account's domain.

4. Not Receiving an Auto-Reply to My Test Message

If there’s an issue with auto-replies: - Ensure you have set up a Chatbot Automation and that the toggle is activated in Conversations > Conversations Settings > Chatbot Automation. - Consider testing in a fresh browser window using an incognito or private browsing mode. Send a new chat message to check if the auto-reply functions correctly.

5. Missing Messages Because Not Online

If you are missing incoming chats: - Download the Conversations app for iOS or Android to receive push notifications and send responses while away from your computer.

 - [Download for iOS](https://itunes.apple.com/app/id1437855234)
 - [Download for Android](https://play.google.com/store/apps/details?id=com.activecampaign.conversations)

- Use the auto-reply feature and consider incorporating an email capture form to gather email addresses for follow-up responses at your convenience.

Configuration Options and Settings

To ensure optimal functionality of the Conversations feature, make adjustments in the following areas: - Enable the main Conversations toggle and check the Visibility toggle in the Conversations Settings. - Utilize the Chatbot Automation settings for automated responses. - Adjust the Desktop Notifications toggle to maintain up-to-date alerts and communication.

Best Practices and Tips

Some best practices to adopt for effective use of the Conversations tool include: - Regularly check the settings for both the main Conversations and the visibility toggles to ensure they are activated. - Test the chat widget functionality after making any changes to your website or settings. - Utilize the Conversations mobile app to stay accessible even when away from your desktop. - Always educate team members about the features available in Conversations to enhance overall efficiency and customer satisfaction.

Common Use Cases

- **Scenario 1**: A customer reaches out with a question about their order status. Using the auto-reply feature configured with an email capture form allows you to gather their contact info while you're offline. - **Scenario 2**: A visitor has queries about service offerings. With the Conversations app downloaded, the support agent can respond in real-time regardless of their physical location.

Troubleshooting Section

When facing issues with Conversations, refer back to the step-by-step instructions listed above. These steps are designed to address the most frequent challenges users encounter, ensuring a smoother experience.

Related Features

- For more insights on automation tools, consider reviewing the Automations documentation. - Explore how to enhance customer interactions via Email Marketing.

FAQ

Q1: Why can't I see the Conversations feature in my account?

A1: Only the Primary Account Admin can grant agent access to Conversations; check with them to ensure you have access.

Q2: What should I do if the chat widget is not appearing on my webpage?

A2: Check the toggle settings in Conversations, ensure your domain is whitelisted, and verify that the code is on the appropriate section of your webpage.

Q3: How can I enable desktop notifications for Conversations?

A3: Open the Conversations Inbox in your browser tab, set the Desktop Notifications toggle to "On," and allow notifications in your browser settings.

Q4: How do I test the auto-reply feature?

A4: Ensure Chatbot Automation is set up and activated. Test in a private browser window and send a chat message to see if you receive a reply.

Q5: What can I do if I'm missing messages while offline?

A5: Consider downloading the Conversations app for mobile to stay informed of new messages and send responses whenever possible.

Q6: Can I customize the messages sent by the chatbot?

A6: Yes, you can customize the auto-reply and chatbot messages through the Chatbot Automation settings in the Conversations tool.

Q7: Is the Conversations feature available in all ActiveCampaign plans?

A7: As of January 3, 2023, Conversations is not available for new purchase, but it may still be accessible to existing users based on plan type.

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