Manage Conversations – SMS-Magic Salesforce Documentation

Inbox

Team SMS-Magic — Tue, 13 Oct 2020 11:21:33 +0000

Inbox is a list of all the new, read, and unread conversations. All these conversations are synced with the Salesforce CRM. Keep a track of all your conversations, assign conversations and respond to conversations quickly. From the Inbox, users can also mark conversation(s) as read or unread, pin conversation(s), and take a follow-up with a customer if they have not replied to a conversation for a long time. A user will be able to see only his conversations and not the conversations of other users. Only the user with ‘Admin’ rights will be able to see the conversations of all the users.

Key information visible on the list of conversation:

Inbox- shows all messages sent and received
Recipient name
A snippet of the last sent or received message
The timestamp of the last message
New message indicator
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 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.

Conversation Assignment

Team SMS-Magic — Tue, 13 Oct 2020 11:24:50 +0000

The application allows you to assign the conversation to another team member. Whenever a conversation is assigned to another user, it moves out from your inbox to the inbox of the assigned user. It is a great way to stay focused on the conversations relevant to you and control notifications.

In the Inbox swipe left on a conversation
Click on the ‘More’ option
Select the ‘Assign Conversation’ option

Select a user whom you want to assign the conversation and click on the ‘Assign’ button to confirm the selection

Note Long press on a conversation will also give this option.

Conversation

Team SMS-Magic — Tue, 13 Oct 2020 11:23:03 +0000

Conversation with a recipient is a thread of message exchange between the user and the recipient. Conversation can be viewed by selecting one contact from the list in the inbox. The conversation gives a holistic view of all of a lead or contact’s interactions with the user across your business. With this, the users have the context and history they need for a better conversation.

All the messages sent or received on the mobile application are synced to your Salesforce CRM and vice versa.

Users can check the message delivery status in the thread as per the following indicators:
- Single tick: message submitted
- Double tick: message delivered
- Error icon: message failed

Pin Conversations

Team SMS-Magic — Wed, 15 Dec 2021 09:34:48 +0000

Users can pin the important conversations, which then appear at the top bar. At a time, a maximum of eight conversations can be pinned. The pinned conversations will be always available for quick access and thus saves time to search for them from a long list of conversations. As the pinned conversations appear at the top, users will be instantly notified about any new incoming messages.

In the Inbox swipe left on a conversation(s)
Click on the ‘Pin’ icon
The selected conversations (up to 8) will be pinned as shown in the image below for quick access:

Mark as Read

Team SMS-Magic — Tue, 13 Oct 2020 11:26:30 +0000

The SMS-Magic mobile app allows you to mark a single conversation or multiple conversations as read if you have read them and manage to take any action just as you do with your email inbox.

In the Inbox Swipe left on a new or unread conversation
Click on the More option
Select Mark as Read option

Note Long press on a new or unread conversation will also give this option.

Mark as Unread

Team SMS-Magic — Tue, 13 Oct 2020 11:28:32 +0000

The SMS-Magic mobile app allows you to mark a single conversation or multiple conversations as unread if you want to take action on them later. Smart actions to manage and respond to your recipients.

In the Inbox swipe left on a read conversation
Click on the More option
Select Mark as Unread option

Note Long press on a new or unread conversation will also give this option.