Converse Desk provides you  an intuitive, easy-to-use interface. It features a familiar Inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations.

You can send SMS and WhatsApp messages over Converse Desk.You can identify SMS and WhatsApp Conversations easily via the SMS and WhatsApp icons as seen in the screenshot below.

• Select the country where your business is located from the ‘Which country are you located?’ field
• Enter the name of the organization in the ‘Name of your Organisation’ field
• Enter your number in the ‘Your Mobile Number’ field
• Select the country where you wish to do your business in the ‘Where do you plan to send messages?’ field
• Click on the ‘Next’ button to proceed
• The next section requires your Organisation’s website, type of industry, and the organisation’s address
• Click on the ‘Next’ button to proceed

The next section is optional and can be skipped or filled later by clicking . Do so by clicking on the ‘Skip’ button.

• Once done, your KYC will be completed and you will receive a notification saying, ‘you have earned 10 credits. Keep looking for more opportunities’.
• Click on the ‘Close’ button to proceed

Account Details

Displays all your details which you filled during KYC. Admin users can edit the contact name, phone number and industry at any point.

Associated Accounts

Displays information related to your business account along with the message credits and number of users. This displays information of your Master account and all the Child accounts associated with the Master account.

As you can see in the screenshot below, once the URL is entered and all other details are added and once you click on the ‘Add’ button, the new shortened URL is generated:

Click on the search icon as highlighted in the above image. The following field will appear:

Here, users can search for a contact by entering the contact number or name. Your search result will appear as follows:

You can click on the contact to view/continue your conversations.

Click on the filter icon on the top right corner and the following list of users will appear:

Select a user to view the messages in the inbox, the following inbox of the selected user will appear:

You can send MMS messages by attaching photos, videos, or files from your mobile device or by clicking pictures. All this gives your customers a personal touch.

Facebook messaging is different from normal text messaging; it has two types of messages:

Facebook Session Messages

Facebook Session messages are any messages sent and received in response to a user-initiated message to your business page. A messaging session starts when a user sends your business a message and lasts for 24 hours in the most recently received messages section. Businesses will have up to 24 hours to respond to a user. Messages sent within the 24-hour window may contain promotional content. Regular text messages or media messages can only be delivered in this 24-hour active window.

Facebook Message Tags

Message tags enable sending important and personally relevant 1:1 updates to users outside the standard messaging window. Businesses are encouraged to respond within 24 hours to the user’s messages. You must use a Facebook Template with a message tag to send a message if more than 24 hours have elapsed since the user last responded to you. Any other type of message will fail.

WhatsApp messaging is slightly different than normal text messaging, featuring two types of messages.

WhatsApp Session Message

WhatsApp Session messages are any messages sent and received in response to a user-initiated message to your business. A messaging session starts when a user sends your business a message and lasts for 24 hours in the most recently received message. You can wait for users to message to your Converse app, or you can send a Template Message to invite the user to respond. Regular text messages or media messages (i.e., any non-template messages) can only be delivered in this 24-hour active window.

WhatsApp Template Message

WhatsApp Template messages use pre-approved message templates called MTMs for outbound notifications such as delivery alerts and appointment reminders. You must use a WhatsApp Template Message if more than 24 hours have elapsed since the user last responded to you. Any other type of message will fail.

Key information visible on the list of conversations:

• My Inbox- shows all messages received
• Recipient name
• A snippet of the last sent or received message
• The timestamp of the last message
• New message indicator
• Sent Messages- shows all sent messages
• Waiting time – The waiting time is displayed if an agent has not replied to a message received from the customer/end-user. If the agent doesn’t reply to the customer or end the recipient’s message for more than 30 minutes, then a waiting time will be displayed as shown in the image above(in red). This acts as a reminder to the agent to reply to the message. The waiting time will be displayed until the agent opens the message and replies to it. 
• Follow-up nudges- If an agent has sent a message to a customer and if the customer has not replied, the agent can follow up with them by adding a follow-up nudge to the conversation as shown in the image above(in orange). If the message is opened (whether a reply is sent or not), the follow-up nudge will disappear.