Conversations
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How to Manage Conversations through the Partner Portal[edit | edit source]
Introduction[edit | edit source]
The Conversations feature in ActiveCampaign allows agencies to effectively manage customer interactions and communication. This feature is essential as it enhances customer relationship management by centralizing conversations, enabling quick response times, and facilitating better customer support. However, it's important to note that as of January 3, 2023, the Conversations feature is no longer available for purchase to new customers, and it is exclusively available for accounts that previously trialed this functionality or have existing Conversations seats.
How to Access this Feature[edit | edit source]
To manage Conversations within the ActiveCampaign ecosystem, users must access the feature through the Partner Portal. The direct management of Conversations cannot be done through a regular ActiveCampaign account. Here's how to get started:
Step-by-Step Instructions[edit | edit source]
1. **Log into the Partner Portal**: Start by navigating to the Partner Portal login page and enter your credentials.
2. **Locate your account email**: In the main dashboard view, find your account email displayed prominently on the screen.
3. **Click on the dropdown arrow**: Next to your account email, click on the dropdown arrow.
4. **Select "Change"**: In the dropdown menu that appears, click on Change to proceed.
5. **Adjust Conversations seats**: On the Change Your Account page, scroll down to the Add-Ons section. Here, you can adjust the number of Conversations seats your agency requires.
Configuration Options and Settings[edit | edit source]
While accessing the Conversations feature is straightforward, the principal configuration option available is the number of Conversations seats. This setting can be adjusted based on your agency's needs. Adjusting the seats allows you to allocate the feature to the appropriate team members who manage customer conversations.
Best Practices and Tips[edit | edit source]
- **Regularly Monitor Capacity**: Make sure to assess the number of Conversations seats regularly based on your team's size and workload. This helps ensure that all team members can manage customer inquiries without delay. - **Train Team Members**: Ensure that team members who will be using the Conversations feature are adequately trained. Familiarity with this feature can significantly enhance efficiency. - **Utilize Conversation History**: Encourage team members to review past conversations to provide context when assisting customers. This minimizes redundancy and improves the customer experience.
Common Use Cases with Examples[edit | edit source]
1. **Customer Support**: Agencies can utilize the Conversations feature to handle customer inquiries and support requests efficiently. For instance, if a customer has a question about their account setup, the team can quickly respond through the conversations interface, referencing previous interactions if necessary.
2. **Lead Engagement**: When a new lead expresses interest via your website or social media, team members can respond in real-time, significantly impacting lead conversion rates.
3. **Onboarding Assistance**: Agencies can set up dedicated Conversations personnel to engage with new clients during onboarding, ensuring all concerns and questions are addressed promptly.
Troubleshooting[edit | edit source]
While managing Conversations might generally be smooth, here are some common issues and troubleshooting tips: - **Access Issues**: If you're having trouble logging into the Partner Portal, ensure that your credentials are correct. If you have forgotten your password, use the password recovery option. - **Changing Seats**: In the event that you cannot find or adjust the Conversations seats count, verify that your account indeed has this feature enabled. If issues persist, reach out to your account representative.
FAQ[edit | edit source]
Q1: Can I purchase additional Conversations seats? A1: No, as of January 3, 2023, Conversations is no longer available for purchase to new customers. It is only available for existing customers who have previously trialed or have seats allocated.
Q2: Where do I manage Conversations from? A2: Conversations must be managed through the Partner Portal and cannot be managed directly through an individual ActiveCampaign account.
Q3: How can I check if my account has Conversations seats? A3: You can verify the number of Conversations seats allocated to your account by logging into the Partner Portal and checking the Add-Ons section under your account settings.
Q4: Is there training available for using the Conversations feature? A4: While specific training resources may vary, it is recommended that agencies familiarize their teams with the feature through practice and utilization of provided documentation.
Q5: What if I need more information on the Conversations feature? A5: For further details and guidance, it's advisable to consult the ActiveCampaign knowledge base or contact your ActiveCampaign support representative for assistance.
Whether you are an agency manager or a customer support representative, understanding how to navigate and manage the Conversations feature within the Partner Portal can greatly bolster your customer interaction and satisfaction strategies.
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