Conversation step

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WhatsApp Messaging Flows - “Conversation” Step

Introduction

The Conversation step in ActiveCampaign's WhatsApp Messaging Flows allows users to assign conversations directly to specific individuals within your team. This feature is crucial for ensuring that customer inquiries and messages are handled efficiently and processed by the right personnel, enhancing the overall customer experience. By effectively managing conversations, you can streamline your communication strategy and ensure that no query goes unanswered.

How to Access This Feature

To access the Conversation step, follow these instructions: 1. Navigate to the WhatsApp section from the left menu and select Messaging Flows. 2. You can either edit an existing flow or create a new one to incorporate the Conversation step.

Step-by-Step Instructions

Here are the detailed steps to configure the Conversation step within a Messaging Flow:

1. **Access Messaging Flows**:

  - Click on WhatsApp in the left menu and select Messaging Flows.

2. **Edit or Create a New Flow**:

  - If you are editing a flow:
    * Click on the existing flow you wish to modify.
    * Choose Update and then select Steps. Click the node (+) in the builder where you want to place the action.
  - If creating a new flow:
    * A modal window will appear in the Flow builder. Click the Conversation option, then click the Add button.

3. **Configure the Conversation Step**:

  - A Conversation modal will appear. 
    * Click the pencil icon to give your step a name. It is recommended to use unique names that are short and descriptive.
    * Select the individual(s) who should be assigned the conversation.
    * Optionally, you can add or replace conversation and contact tags:
      * Toggle the Append tags? option to add additional tags. If the toggle isn’t activated, tags added here will replace any existing tags.
      * Use the conversation tags dropdown to select or search for desired tags.
      * Use the contact tags dropdown to select or search for contact tags.

Configuration Options and Settings

When setting up the Conversation step, you have several configuration options, which include: - Assigning individuals to manage the conversation. - Naming your step using the pencil icon for easier identification. - The option to toggle Append tags? allows you to choose if you want to add or replace existing tags. - Dropdown menus to select conversation tags and contact tags, facilitating the categorization of messages for effective tracking and management.

Best Practices

To get the most out of the Conversation step, consider the following best practices: - Use descriptive and specific names for your conversation steps to easily identify them later. - Assign conversations to team members based on their expertise or workload for optimal efficiency. - Regularly review and update tags to ensure they accurately represent the nature of conversations. - Utilize the tagging system to enhance your messaging workflows and improve follow-up responses.

Common Use Cases with Examples

The Conversation step can be notably useful in various scenarios: - **Customer Support**: Assigning conversations to support team members who can provide expert assistance, ensuring customers receive timely responses. - **Sales Inquiries**: Directing potential lead inquiries to sales representatives who are best equipped to convert them into customers. - **Feedback Collection**: Managing interactions aimed at gathering customer feedback or testimonials by assigning such conversations to customer experience teams.

Troubleshooting

Should you encounter issues while using the Conversation step, consider the following troubleshooting tips: - Ensure that the team members you are trying to assign conversations to have the necessary permissions within ActiveCampaign. - Verify that you have correctly configured any tags you want to use—misnaming or misassigning tags can lead to confusion in conversations. - If the modal does not appear when expected, try refreshing your browser or ensuring you have the latest updates of ActiveCampaign.

FAQ

Q1: Can I assign multiple individuals to one conversation? A1: No, currently, you can only assign one individual to each conversation within the Conversation step.

Q2: What happens if I don't toggle the Append tags option? A2: If the Append tags? option is not toggled on, any tags you add will replace existing ones.

Q3: How can I ensure my team members can see assigned conversations? A3: Team members must have the necessary access rights within ActiveCampaign to view the conversations assigned to them.

Q4: Can I change the name of a Conversation step after it’s created? A4: Yes, you can click the pencil icon on the Conversation modal to edit the name at any time.

Q5: Is the Conversation step available in all ActiveCampaign plans? A5: The Conversation step requires the WhatsApp Messaging add-on, which can be purchased separately or added to the Plus, Professional, or Enterprise plans.

Q6: How can I manage ongoing conversations effectively? A6: Regularly monitor assigned conversations and make use of tags to categorize and prioritize them, ensuring timely follow-up.

Q7: Can I create multiple Conversation steps within a single Messaging Flow? A7: Yes, you can create multiple Conversation steps to manage different inquiries or touchpoints within the same Messaging Flow.

By effectively using the Conversation step in your WhatsApp Messaging Flows, you can improve customer interaction and ensure that conversations are managed efficiently for enhanced customer satisfaction.