Conversations Overview 👥 📂

Conversations View SOP

Objective

This SOP outlines the steps to effectively use the Conversations View for managing communications within the system.

Key Steps

1. Accessing the Conversations View 0:16

• Navigate to the Conversations View from the main menu.
• Understand that this view focuses on conversations rather than contacts.

2. Viewing Unread Conversations 0:37

• By default, the Conversations View opens to the 'Unread' section.
• This section displays conversations that are unread and assigned to you.

3. Filtering Conversations 1:45

• To filter conversations, select the 'All' option.
• Choose filters such as 'Assigned to Me' or 'Followed by Me'.
• Click 'Apply' to see the filtered results.

4. Further Filtering Conversations 1:31

• To narrow down results, apply additional filters:
  • Last message direction (e.g., received).
  • Last message channel (e.g., SMS).

5. Marking Conversations 2:00

• Mark conversations as read by selecting the appropriate option.
• To prioritize a conversation, mark it as 'Starred'.

6. Viewing Contact Information 2:29

• On the right side of the Conversations View, review contact details:
  • Contact email and phone number.
  • Assigned user and tags.
  • Automation status and creation details.

7. Accessing Additional Features 3:25

• Explore other views such as Contacts and Opportunities for different functionalities.
• Note that Opportunities do not display conversations.

8. Utilizing Snippets 3:34

• Access snippets from the Conversations View for quick responses.

9. Manual Actions and Dialer 3:53

• Familiarize yourself with manual actions and the dialer feature available in the system.

Cautionary Notes

• Ensure to regularly check the 'Unread' section to stay updated on important conversations.
• Be mindful of the filters applied to avoid missing relevant conversations.

Tips for Efficiency

• Use the 'Starred' feature to keep track of important conversations.
• Regularly clear filters to view all conversations when needed.
• Familiarize yourself with snippets to save time on responses.

Link to Loom

https://loom.com/share/f9861fbf90924920953832d51b71cd44

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