Conversations

SMS Attachment Size Restrictions Overview: Sending multimedia messages (MMS) via SMS is an effective method to capture your audience's attention. However, being aware of the size restrictions imposed by both carriers and your CRM system is essential for ensuring that your messages are delivered without issues. Key Points: MMS Functionality: Verify that your phone number is enabled for MMS by checking under the "phone numbers" section in your account settings. If you're uncertain, reach out to our support team or consult your Twilio account for guidance. Attachment Limits: The CRM allows for up to 10 attachments, with the combined size of the text and attachments not exceeding 5 megabytes. Carrier limitations, however, can differ, typically ranging from 300 kilobytes to 3.5 megabytes. To maximize delivery success, it's best to keep individual attachments under 500 kilobytes. Supported Formats: SMS attachments can be sent in JPEG, PNG, and GIF formats. Specific Considerations: When using toll-free numbers, attachments should be no larger than 600 kilobytes due to particular carrier restrictions. Troubleshooting Suggestions: If an MMS fails to send, check the total size of the message and attachments. Reducing the file size might help in resolving the issue. Ensure that your phone number is MMS capable and that the attachments are in a supported file format. FAQs: Can MP4 files be sent via SMS? MP4 files can't be sent directly via SMS at this time. However, if you record a video using the mobile app, it will create a clickable link for recipients. Ensure that this link aligns with your domain and your client's brand name to comply with carrier regulations. Email Attachment Size Restrictions Overview: Email servers impose limits on attachment sizes to avoid overwhelming their systems. Understanding these limits is crucial to ensuring that your emails reach their intended recipients. Key Points: Server Restrictions: Email servers typically have a maximum size limit for emails, including both the body text and attachments. Exceeding this limit will cause the email to bounce back. Provider Differences: Attachment size limits vary depending on the email provider. For example, Mailgun supports emails up to 25 megabytes in size. To accommodate various providers, it's advisable to keep attachments as small as possible. Error Alerts: If your email exceeds the size limit, you'll receive an error message in your conversation tab, often indicating that the attachment size was too large. Troubleshooting Suggestions: To avoid exceeding size limits, try compressing attachments or using lower-resolution images. If an email bounces due to size limits, reduce the size of the attachments and attempt to resend the email. FAQs: Can maximum email size limits be bypassed? No, it's not possible to bypass these limits. As an alternative, consider uploading the files to a cloud service and including a download link in your email.

Introduction to SMS Section The SMS section within your CRM provides a comprehensive summary of your text messaging activities. It includes detailed counts and percentages for various SMS statuses, such as messages sent, delivered, clicked, and those that failed to deliver. Grasping these metrics is essential for assessing the success of your SMS campaigns and making informed decisions to enhance your communication strategies. Breakdown of SMS Statuses Sent What It Means: The Sent status reflects the total number of text messages dispatched by a user over a specified period. It also indicates the proportion of sent messages relative to overall SMS activity. Why It Matters: Keeping track of the Sent status allows you to measure the scale of your outreach efforts. Delivered What It Means: Delivered status shows the total number of text messages that successfully reached their intended recipients, along with the percentage of these messages out of the total sent. Why It Matters: This metric is crucial for evaluating the performance of your SMS delivery system. High delivery rates suggest effective message distribution to your audience. Clicked What It Means: The Clicked status indicates the number of recipients who engaged with a link included in the SMS by clicking on it. This metric also includes the percentage of clicked messages. Why It Matters: Monitoring clicks helps you gauge recipient engagement and assess the effectiveness of the content within your messages. Failed What It Means: The Failed status displays the number of text messages that did not successfully reach the recipient's inbox. This information can help pinpoint potential issues within your SMS campaigns. Why It Matters: By keeping an eye on the Failed status, you can identify and address problems that hinder message delivery, thereby boosting the success rate of your campaigns. Troubleshooting Advice and FAQs Why do my SMS messages fail to deliver? Message delivery failures can result from various issues, including incorrect phone numbers, carrier-related problems, or spam filters. Ensure that your contact list is accurate, and consider consulting your SMS service provider for further troubleshooting. How can I increase my SMS click-through rates? To enhance click-through rates, focus on creating concise, compelling messages with clear calls to action. Additionally, segmenting your audience and personalizing messages can significantly boost engagement. What should I do if my delivery rate is low? A low delivery rate may indicate problems with your contact list or delivery system. Review your contact list for accuracy and collaborate with your SMS service provider to resolve any technical issues.

Confirming Access and Configurations Check Admin or Manager Permissions: Ensure you have the appropriate access level (admin or manager) in the GMB account. This access is essential for adjusting necessary settings and permissions to facilitate messaging integration. Turn Off Messaging in GMB: Access the messages tab in your GMB account and confirm that messaging is disabled. If messaging is active on Google’s side, it can prevent the CRM from receiving messages properly. Set the Correct Company Time Zone in the CRM: Head to the CRM's settings, navigate to the company tab, and verify that the company time zone is correctly set. If it's blank, choose the correct time zone and reintegrate your GMB page. Reintegrating the GMB Page Navigate to Integration Settings: Within the CRM, go to the settings section, and then open the integrations tab. Here, attempt to reconnect the GMB page by selecting it again, which may resolve the issue. Confirm the GMB Page Name: In the integrations tab, note the exact name of your GMB page as listed. Use the Google Maps mobile app (this cannot be done via desktop) to search for your business name exactly as it appears in the CRM. Inspect the Chat Icon: If the chat icon appears without the default CRM profile picture (often a generic image of a lady), this could indicate that the GMB account is linked to another CRM system. Additional Troubleshooting Tips Chat Icon Missing: If the chat icon is absent after following the steps above, contact support for further assistance. Default CRM Profile Picture Visible but Messages Not Appearing: This could mean the GMB account is associated with another CRM system, requiring you to reach out to support for help. GMB Messaging Previously Disabled: If messaging was turned off in GMB but you now see a chat button or another business's icon, contact GMB support to ensure the app is correctly unlinked from any other accounts. Frequently Asked Questions Seeing Another Business’s Icon Instead of the Default CRM Profile Picture? This suggests your GMB account may be linked to a different CRM system. You'll need to contact GMB support to correct this issue. Suspect Your Business is Connected to Another CRM Account? Get in touch with support, providing them with all relevant details. They can assist in identifying and resolving any account conflicts.

Contact Information Where to Find Contact Information When you open a conversation, you can find the contact’s information on the right-hand side of the page. This area provides key details such as the contact’s name, phone number, and email address. It also gives you access to additional elements like tags, Do Not Disturb (DND) settings, active campaigns or workflows, and opportunities. Contact Icon To view all available contact details, including form or survey submissions and notes, click the circular icon at the top of the contact card located on the right-hand side of the page. This action will redirect you to a new page, where you can explore all client details and add extra information fields as needed. Viewing and Editing Contact Information To view or update a client’s details, navigate to the right side of your conversation page. Here, you will see the customer's name, phone number, and email address. To edit any field, simply click on it. Additionally, you can assign the contact to a specific team member by clicking "Assign to" under their name and selecting the appropriate person from the dropdown menu. Adding or Editing Tags To add tags to a customer’s details, click on “Add Tags” below the customer’s email on the right side of your screen. Start typing the desired tag, and if it already exists, it will appear in a dropdown list. If the tag doesn’t exist, you can create it by clicking the plus icon next to the tag name. Configuring Do Not Disturb (DND) To configure the Do Not Disturb settings for a contact, click the blue "Configure" button located beneath DND on the right side of the page. You can opt to block all communication channels or select specific ones that the client prefers not to use. The DND list will prevent any further communications from being sent to this contact, even if instructed otherwise by the CRM. To resume communication, simply disable the DND setting. Workflows & Campaigns You can review the workflows and campaigns that the contact is currently part of under the Active Campaigns/Workflows section. If the contact isn’t involved in any campaigns or workflows, this area will be empty. To add the contact to a new workflow or campaign, click the “+ Add” button. A popup will appear where you can enter the necessary details. Contact Actions During a conversation, you can perform several actions, such as creating a new opportunity for the contact or scheduling an appointment. Viewing Current and Past Opportunities You can see both current and previous opportunities for a contact under the Opportunities section of the contact card, beneath Active Campaigns/Workflows. This feature helps you track where your customer is within your pipeline. To edit a current opportunity, click the pencil icon. This will open a popup where you can review and update the opportunity details. If you wish to remove an opportunity, click the red Delete button at the bottom left of the Edit Opportunity popup. Creating a New Opportunity To create a new opportunity for a contact, click the "Create Opportunity" button at the bottom of the right side of the page. A popup will appear where you can fill in the details. Start by entering the Opportunity Name, then select a Pipeline and Stage from the respective dropdowns. Choose an opportunity status from the Status dropdown and, if applicable, enter the associated value. Assign the opportunity to a team member using the Owner's dropdown, and specify the opportunity source in the Opportunity Source box. Click the green Add button when you’re done. Scheduling an Appointment To book an appointment for a client, click the blue "Book Appointment" button at the bottom of their contact card on the right side of your screen. A popup will appear, allowing you to fill out the necessary details. Start by choosing the team calendar for the appointment, then select the appropriate timezone, date, and time slot. For custom start and end times, click the "Custom" button in the Slot dropdown. Add a title for the meeting, and if needed, include a description or notes by clicking on Show Notes under Appointment Title. You can also select a Calendar Default or Custom location from "+ Additional Preferences". Depending on the selection, choose either Confirmed or Unconfirmed from the Appointment Status dropdown.

How to Send Messages To initiate and send a message within a client conversation, simply use the message input field located at the bottom of the conversation page. You can easily switch between different communication channels by clicking on the corresponding channel icon above the message input area. This functionality allows for a fluid interaction with your clients across multiple platforms. Choosing the Message Channel The available communication channels will vary depending on what the contact is connected to. The CRM currently supports the following messaging channels: Email SMS Facebook & Instagram Messages Google My Business (GMB) Messages Web Chat Widget (coming soon) WhatsApp (coming soon) Collapsing the Message Box To improve the visibility of your conversation threads within the CRM, you can minimize the message box by clicking the four corners icon located at the top right corner above the message box. This feature helps create a more focused view of the conversation, making it easier to review and manage communication history. Creating a New SMS Message To send a new SMS message, click the "Create New Message" button located next to the funnel icon near the search bar. This option allows you to send a direct SMS message to any client listed in your CRM, ensuring timely and effective communication. Creating a New Message After clicking the "Create New Message" button, a pop-up window will appear where you can enter the message details. Start by typing the customer's name. If the customer is already in the system, their phone number will auto-fill. If you're adding a new contact, you will need to manually enter their phone number. For instance, in the example below, searching for the name "Esther" brings up a list of relevant contacts with their associated emails and phone numbers. Starting a Conversation After selecting the customer’s name and phone number, you can either choose a pre-made SMS template or create a custom message to initiate the conversation.

Boosting Productivity with the CRM's Slim Panel Interface Understanding the Slim Panel Feature The Slim Panel is a compact, user-friendly interface positioned on the right side of your Conversations screen. It provides quick access to vital information and actions, allowing you to stay focused on your current task without switching views. You can expand or collapse the panel based on your preferences, facilitating a smooth interaction with your data. Advantages of the Slim Panel Effortless Data Access: Seamlessly toggle between Contact, Appointments, Opportunities, Tasks, and Notes within a single panel. Increased Efficiency: Manage contact information, schedule appointments, and handle opportunities, tasks, or notes directly within the Conversations area, eliminating the need to navigate elsewhere. Enhanced Productivity: The Slim Panel's consolidated and intuitive design optimizes your workflow, enabling faster and more effective CRM interactions. Navigating the Slim Panel Getting started with the Slim Panel is simple: Go to the Conversations section via the left-hand navigation menu and choose a contact. Find the Slim Panel on the right side of your screen. In-Depth Look at Each Tab Contact Tab: This section allows you to quickly add, update, and manage contact details, including name, phone number, email, owner information, tags, campaign links, and Do Not Disturb (DnD) settings. Appointments Tab: Here, you can schedule, view, reschedule, and manage both upcoming and past appointments directly from the Conversations screen, avoiding the need to navigate elsewhere in the CRM. Opportunities Tab: This tab allows you to create, view, and edit opportunities linked to a contact, as well as manage all associated details from one centralized location. Tasks Tab: In this view, you can create, review, and edit tasks linked to a contact, and handle all related information within one place. Notes Tab: This section allows you to create, view, and edit notes associated with a contact, with all details managed from a single location. Switching between these views is as simple as clicking on the respective icons. Troubleshooting and FAQs Though the Slim Panel is designed for ease of use, here are a few tips for common issues: Slim Panel Not Visible: If the Slim Panel isn’t showing, ensure it hasn’t been collapsed. Look for the arrow icon on the right side to expand it. Issues with Saving Edits: Ensure that all mandatory fields are completed correctly. If problems persist, try refreshing the page.

Effortless Chat Management Simplify your communication workflow with the Quick Filters feature. Positioned conveniently next to the search bar, this funnel-shaped icon enables you to swiftly sift through your conversations. Upon clicking it, you'll gain access to various filters that let you sort by contact owner and the latest message channel. This tool is invaluable when handling numerous messages from different apps and users, allowing you to find specific conversations or contacts in record time. Filter Options You have the flexibility to filter your conversations using any available option, or combine filters from different categories for more precise results. Assigned (Contact Owner) My Chat To view only the contacts assigned to you, click the "My Chat" button. Assigned To To see messages assigned to specific team members, use the "Assigned To" button. This will display a dropdown menu with your team members listed. Select one or more members, then hit Apply to view the conversations designated to them. Unassigned For conversations that haven't been allocated to any team member, select the "Unassigned" button and apply the filter. This will show all chats that are not yet assigned to a team member. Last Message Direction Inbound This filter displays all recent messages received in your CRM across any messaging channel. Outbound This filter shows all recent messages sent out from your CRM across any messaging channel. Last Outbound Message Type Manual Use this filter to view messages that were sent manually. Automated To filter and view only automated messages, select the "Automated" option. Last Message Channel In the "Last Message Channel" section, you can choose a specific communication platform to filter and view the contact's conversations. Note that only one platform can be selected at a time.

Connecting your Instagram account to your CRM system allows for effortless management of incoming Instagram messages directly from the conversation tab. Once set up, your Instagram account will be fully integrated and accessible within the platform. ? Important Note: Instagram messaging settings are only accessible for Instagram accounts that are linked to Facebook Pages, Meta Business Suite, Business Manager, or approved third-party applications.  Sending Instagram Messages When a message arrives, the CRM clearly indicates the source platform, which is particularly useful when handling communications across multiple channels. If a client has previously messaged your business on Instagram, you can reply through Instagram Messenger right within the contact's conversation. However, if there has been no prior communication via Instagram, sending a message through this platform will not be an option.  Attaching Files to Instagram Messages To add files or images to an Instagram message, simply click the paperclip icon located at the bottom of the message box. This will open a file explorer window where you can choose and upload the files or images you wish to send. Follow the prompts to attach your selected items.  Adding Emojis to Your Instagram Messages To include emojis in your Instagram messages, click the smiley face icon at the bottom of the message box. You can either search for specific emojis using the search bar or browse through the available categories. To add more than one emoji, repeat the process as needed.  Using SMS Templates in Instagram Messages You can incorporate SMS templates into your Instagram messages by clicking the paper icon at the bottom of the message box. A popup window will appear, allowing you to select from your pre-saved snippets in the CRM. Choose the template you wish to use and click 'Use Template' to add it to your message.  Requesting Payments via Instagram Messages To send a payment request through Instagram, click the money icon next to the SMS template icon within the message box. This will bring up a popup where you can fill out the invoice details. After completing the necessary fields, click 'Copy link and mark as sent' to finish the payment request.  Utilizing Custom Values By clicking the '+' icon, you can access custom values to personalize your messages. Adding custom values helps you tailor communications to individual clients, enhancing engagement and customer experience.  Minimizing the Message Box If you need to minimize the message box, click the icon in the upper right corner that resembles four corners. This action will collapse the message box, so be sure to send or save any draft messages before doing so to avoid losing your content.  Streamlined Instagram Communication Integrating Instagram with your CRM simplifies communication by consolidating all your Instagram messages within the conversation tab. This integration not only makes managing multiple channels easier but also enhances your interactions with clients through features like file attachments, emojis, SMS templates, and payment requests, providing a smooth and professional customer engagement experience.

Real-Time Chat serves as a robust tool for instant communication, allowing website visitors to engage directly with users through a fully-featured web chat interface. This interactive system facilitates direct interaction between users and their audience, significantly boosting the potential for valuable conversations. The convenience and non-intrusive nature of Real-Time Chat make it an ideal solution for enhancing customer engagement. With immediate help just a message away, response times are minimized, leading to higher levels of customer satisfaction. Accessing the Feature - Chat Widget: The Real-Time Chat feature can be set up effortlessly via the admin panel by navigating to "Sites" > "Chat Widget" > "Chat Type" > "Real-Time Chat." Customization is at the heart of this feature, allowing users to tailor the chat widget’s look and feel. Options include modifying the avatar, choosing a color scheme, incorporating agency branding, and displaying legal disclaimers. Users can also craft welcome messages to effectively greet visitors. To further enhance user interaction, fallback timing for inactivity and acknowledgment messages can be adjusted within the chat widget settings. The process of obtaining the widget code for website integration is simple, enabling quick deployment. Accessing the Feature - Conversations Module: Real-Time Chat is also seamlessly integrated into the Conversations module, providing a dedicated communication channel for real-time interaction with website visitors without requiring users to switch platforms. This integration offers two key manual actions to give users precise control over their chat interactions: Request Contact Information: Users can send a form requesting contact details from web visitors, enabling extended and more personalized communication opportunities. Conclude Chat Session: This action allows users to close the chat efficiently once the visitor's query has been resolved. Summary Real-Time Chat is a powerful tool for websites, providing a means for instant communication that enhances customer engagement and satisfaction. It offers extensive customization options, shortens response times, and integrates smoothly within the Conversations module to ensure effective communication management.

To enhance your experience within the Conversations UI, several powerful features have been introduced to help you manage your messages with greater efficiency. Among these are the Conversation Filters and Bulk Actions, which are designed to streamline your workflow. This guide will walk you through how to make the most of these tools. Effective Management of Conversations with Filters and Bulk Actions We've added useful tools within the Conversations UI to assist in organizing and managing your messages. These tools, namely Conversation Filters and Bulk Actions, provide a structured way to handle multiple conversations simultaneously. Let's dive into how you can use these features. Step 1: Enabling Conversation Filters Before you can begin using Conversation Filters, you'll need to activate them for your specific sub-account. Here’s how: Navigate to your Conversations UI. Locate the option to enable Conversation Filters, typically found on the left side of the interface. Step 2: Implementing Bulk Actions Once Conversation Filters are enabled, you can start performing Bulk Actions, allowing you to manage several conversations at once. Note that these actions are limited to a maximum of 100 conversations in a single batch. To use Bulk Actions: Select the conversations you wish to modify by ticking the checkboxes beside each. From there, you can choose from a range of actions: Step 3: Filtering Conversations with Quick Filters Quick Filters enable you to refine your conversation view based on specific parameters, making it easier to locate the messages you need. The available filters include: Conversation Type: Categorizes by the nature of the conversation. Assignee: Filters based on who is responsible for the conversation. Last Message Channel: Sorts by the source of the most recent message. Last Message Type: Differentiates by the type of the last message. Last Message Direction: Indicates whether the last message was incoming or outgoing. Last Outbound Message Type: Filters by the type of the last outbound message. Last Outbound Message Action: Identifies whether the last outbound message was manual or automated (applicable for messages posted after May 9th, 2023). Step 4: Organizing Conversations by Sorting To further organize your messages, you can sort conversations in one of two ways: Latest to Oldest: Displays conversations starting with the most recent. Oldest to Latest: Shows conversations beginning with the earliest. You can also combine sorting with Quick Filters for a more tailored view of your conversations. Step 5: Highlighting Important Conversations To quickly access significant conversations, you can use the star feature: Click on the conversation you want to highlight. Open the Action Menu and select the "Starred" icon. To remove the highlight, simply click the "Unstarred" icon. By taking advantage of these Conversation Filters and Bulk Actions, you can efficiently manage your messages, ensuring your communication remains organized and effective. These tools are built to simplify your workflow and enhance your productivity.

This guide is designed specifically for users of our CRM platform who want to harness the power of Facebook integration to elevate their customer relationship management efforts. Whether you're an experienced marketer, a customer service professional, or a small business owner, this guide will provide you with step-by-step instructions on how to link your Facebook page, manage conversations, and utilize CRM tools to enhance communication and boost customer engagement. Linking Your Facebook Page Overview: By integrating your Facebook page with our CRM, you can manage all Facebook interactions directly from the CRM's conversation interface, ensuring that all customer communication is centralized. Steps to Link Your Page: Head to the integration settings within the CRM. Choose the option to add a new account and select Facebook. Follow the instructions to sign in to your Facebook account and allow the required permissions. After connecting, verify that your Facebook and Instagram integration is active in the CRM settings. Managing Facebook Conversations Responding to Messages: You can directly respond to customers via Facebook messages from the contact conversation interface. Note: You can only initiate new messages with clients who have previously reached out to your business on Facebook. Identifying Message Sources: Notifications for incoming messages will display the source platform, which is particularly useful for accounts connected to multiple messaging platforms. Enhancing Your Messages: Attaching Files: Click the paperclip icon to include files or images. Inserting Links: Use the link icon to add hyperlinks. Adding Emojis: Click the smiley face icon to include emojis in your messages. Using SMS Templates: Click the paper icon to insert a pre-existing SMS template into your Facebook message. Requesting Payments: Click the money icon to send payment requests directly through Facebook messages. Additional Actions: Click the + button to access and add custom values for personalized messaging. Message Management Tools: Minimizing the Message Box: Click the four corners icon to collapse the message box. Archiving and Unarchiving Messages: Manage message storage with the archive and unarchive buttons. Organizing Messages: Use the 'Star' and 'Mark as Read' options to keep your messages organized. Deleting Conversations: Remove conversations permanently by using the 'Delete' option.

To begin emailing a client, first ensure the relevant conversation thread is open. Then, find and click the Email button located at the bottom left corner of the conversation screen. This action will open a message box where you can draft and send your email within the ongoing conversation, helping to keep your communication organized and easy to follow. Providing Email Information Before sending an email, it's crucial to fill in the necessary fields correctly to ensure effective communication. These fields include: From Name: Your name as the sender From Email Address: Your email address To Email: The recipient’s email address Email Subject: The subject line of your email CC: Add carbon copy recipients, if needed BCC: Add blind carbon copy recipients, if necessary Email Message: Your email content Formatting Options: Customize the appearance of your email Customizing Emails with Dynamic Values To add a personal touch to your emails, you can insert custom values, which pull information directly from forms, surveys, or appointment bookings. To do this, click the + icon at the bottom of the message box. This will show you a selection of custom values that can be added to your email. Simply click on the desired value, and it will be inserted into your message. When the email is sent, this placeholder will be replaced with the relevant information from your CRM. If the value is blank in your CRM, no data will be populated. Set up your custom values by navigating to the Settings section in your CRM and selecting Custom Values. Adding Links to Your Email You can include hyperlinks in your email by clicking the link icon at the bottom of the message box. A popup will appear, prompting you to paste your URL and select whether the link should open in the same tab or a new one. Attaching Files and Images To attach files or images to your email, click the paperclip icon at the bottom of the message box. This will open your computer’s file explorer, allowing you to select the files you wish to attach. Follow the on-screen prompts to complete the process. Using Pre-made Email Templates If you have pre-existing email templates in your CRM, you can easily use them by clicking the paper icon at the bottom of the message box. A popup will appear, allowing you to choose the desired template from a dropdown menu. After selecting, click on Use Template to load it into your message box. Requesting Payments Through Email You can request payments directly via email by clicking the money icon at the bottom of the message box. A popup will appear for you to input the payment details. Once completed, click the Copy link and mark as sent button to finalize your request. Minimizing the Message Box To collapse the message box, click the four corners icon located on the top right of the message box. Be aware that this action will clear any unsent message content, so ensure your message is either sent or the text box is empty before minimizing. Clearing the Message Box If you need to start over with your email, click the Clear button located at the bottom right of the message box. This action is irreversible, so make sure you’re certain before proceeding. Sending Your Email Immediate Send To send your email right away, click the Send Now button. This option ensures your recipient receives the email immediately, allowing them to respond or take action without delay. Scheduling Your Email If you prefer to schedule the email to be sent at a later time, click the Timer icon next to the Send button. A scheduling window will appear, where you can set the: Date: When the email should be sent. Time: The exact time for sending. Time Zone: Choose from recommended time zones or select from a list. After setting these details, click Schedule and then Send Later to save your settings. Canceling a Scheduled Email If you haven’t yet clicked Send Later and want to cancel a scheduled email, click the Edit icon that appears after saving the scheduled message. Then select Remove Message to delete it. If you’ve already clicked Send Later but want to cancel the scheduled email, find the three-dot menu next to the message thread. After clicking, the message details will be displayed. To cancel, click Cancel Send and confirm. Ensure this is done before the scheduled send time to prevent the email from being delivered.

Crafting Your SMS Message To send an SMS to a client, start by navigating to the relevant conversation in your messaging platform. Once there, you'll find the SMS button located at the bottom left of the conversation window. Clicking this button will open a message box where you can type your message. Enter your desired text to prepare it for sending to the client. Incorporating Custom Fields Personalize your SMS by inserting custom values derived from customer data collected through forms, surveys, or appointment schedules. To do this, click on the "+" icon at the bottom of the message box. A dropdown menu will appear, offering various custom values that you can integrate into your SMS. Select the desired value, and it will automatically populate in the message box. When sent, the placeholder will be replaced with the corresponding information from your CRM. If a field is blank, it indicates that the specific data is missing in your CRM. You can add new custom values by going to the Settings section in your CRM and selecting 'Custom Values.' Attaching Files to Your SMS To include files or images in your SMS, click on the paperclip icon found at the bottom of the message box, right beneath the custom values icon. This action will open your computer’s file explorer, where you can choose the files or images you wish to attach. Follow the on-screen prompts to complete the attachment process. Adding Emojis to Your Message Enhance your message with emojis by clicking the smiley face icon at the bottom of the message box. You can either search for a specific emoji using the search bar or browse through different categories by clicking the icons. To insert multiple emojis, repeat this process for each one. Utilizing SMS Templates If you have pre-designed SMS templates in your CRM, you can use them by clicking on the paper icon at the bottom of the message box. This will open a popup where you can select the template you'd like to use. Choose your template from the dropdown menu, then click 'Use Template' to load it into the message box. Sending Payment Requests via SMS To request a payment from a client, click on the money icon at the bottom of your message box. A popup will appear where you can enter the payment details. Once all necessary information is filled out, click 'Copy link and mark as sent' to finalize the process. Collapsing the Message Box If you wish to minimize the message box, click on the icon in the top right corner that resembles four corners. This will shrink the message box and clear any unsent content, so ensure your message is either sent or saved before doing so. Clearing the Text Box If you decide to discard the current message and start fresh, click the 'Clear' button located at the bottom right of the message composition area. Be cautious with this action, as once the message is cleared, it cannot be recovered. Sending Your SMS When you're ready to send your message, you can choose between sending it immediately or scheduling it for later, depending on your needs. Send Now: To send the message right away, click the blue 'Send Now' button at the lower right corner of the message box. This ensures that your message is delivered promptly, which is ideal for time-sensitive communications. Scheduling Messages: Alternatively, you can schedule the message for future delivery by clicking on the Timer icon next to the Send button. This will open a scheduling window where you can set the date, time, and time zone for the message. After entering these details, click 'Schedule' and then 'Send Later' to save your settings. Canceling a Scheduled Message If you decide not to send a scheduled message, you can cancel it before it’s sent. Hover over the scheduled message, click the three dots on the right, and a window will appear with the message details. Click the blue 'Cancel Send' button, and then confirm your choice by selecting the red 'Yes' button to permanently delete the scheduled message. If you choose 'No,' the message will remain scheduled.

To initiate an email to a client, begin by ensuring the relevant conversation is open. Then, find the "Email" button located at the lower left of the conversation window. Clicking this will open a message box where you can craft and send your email, seamlessly integrating it into the ongoing dialogue. This keeps all client communications organized and accessible. Providing Email Details Before sending an email, it's crucial to enter the correct information into the specified fields for clear and efficient communication. These fields include: Sender's Name Sender's Email Address Recipient's Email Address Subject of the Email CC BCC Email Body Formatting Options You can enhance the appearance of your email using various formatting tools available within the message box. For visual guidance, refer to the image below: Incorporating Custom Values into Emails Personalizing emails is made easy by inserting custom values derived from customer information gathered through forms, surveys, or appointment schedules. To add a custom value, click the "+" icon at the bottom of the message box. After clicking, a list of available custom values will be displayed. Select the desired value, and it will automatically be inserted into your email. When sent, the placeholder will be replaced with the corresponding customer information. If the custom value field is blank in your CRM, no information will be displayed. You can configure custom values in the CRM's "Settings" section by navigating to "Custom Values." Adding Hyperlinks to Emails To insert a hyperlink, click the link icon at the bottom of the message box. A popup will appear where you can paste the URL and choose whether the link should open in the current browser tab or a new one. Attaching Files to Emails If you need to include files or images in your email, click the paperclip icon at the bottom of the message box. This action will open your computer’s file explorer, where you can select the files to attach. Using Email Templates To utilize a pre-designed email template from your CRM, click the paper icon at the bottom of the message box. A popup will allow you to choose the desired template. Once selected, the template will populate in the message box. Requesting Payment via Email To request payments from clients, click the money icon at the bottom of the message box. A popup will appear for you to input payment details. After completing the information, click the green "Copy link and mark as sent" button. Collapsing the Message Box You can minimize the message box by clicking the four-corners icon located at the top right. Be aware that this action clears any unsent message, so ensure your message is either sent or the box is empty before collapsing. Clearing the Message Box If you need to start your message over, click the "Clear" button at the bottom right of the message box. Please confirm your decision before clicking, as this action cannot be undone. Sending the Email Send Now  To send the email immediately, click the "Send Now" button. This option delivers your email promptly, ensuring timely communication with your recipient. Scheduling Emails If you prefer to send the email later, click the Timer icon next to the "Send" button. A scheduling window will appear where you can set: Date: The day you wish the email to be sent. Time: The specific time for sending. Time Zone: Select from recommended or choose from the available time zones. After setting these parameters, click "Schedule" and then "Send Later" to save your choices. Cancelling a Scheduled Email If you haven’t yet clicked "Send Later" and wish to cancel a scheduled email, click the "Edit" icon that appears after saving. Then, select "Remove Message" to delete it. However, if "Send Later" has already been clicked and you need to cancel, access the three-dot menu next to the message thread. Here, the email details will be shown, and you can select "Cancel Send" to stop the email from being sent. Ensure this action is completed before the scheduled time to prevent the email from being sent.

Our email composer is equipped with features like CC (Carbon Copy) and BCC (Blind Carbon Copy) that streamline how you share information with multiple recipients, enhancing your overall emailing experience. What Are CC and BCC? Think of CC as a way to include someone in your email conversation openly. For instance, if you're emailing a group of friends but also want to keep your teacher informed, you would add your friends' email addresses in the "To" field and your teacher's email in the "CC" field. This way, everyone knows who received the email. On the other hand, BCC allows you to include a recipient secretly. If you wish to inform your teacher without letting your friends know, you would place their emails in the "To" field and your teacher’s email in the "BCC" field. Your friends won’t know that your teacher also received the email, maintaining confidentiality. When Should You Use CC and BCC? Project Updates: When updating classmates about a project and wanting your teacher to stay informed, use CC. Customer Communication: If you’re coordinating with a customer and need to keep your boss or other team members in the loop, CC them. Confidential Conversations: For sensitive matters where you need to involve someone discreetly, like informing a counselor without the main recipient knowing, use BCC. Mass Emails: When sending a general announcement to multiple recipients but prefer not to expose everyone's email addresses, use BCC. Vendor Coordination: If you need to communicate with multiple vendors, place the primary contact in "To" and CC the others to keep everyone in the loop. How to Use CC and BCC Start Composing: Begin by clicking "New Email" or "Reply" in your email platform. Locate CC and BCC: You’ll find the CC and BCC fields next to the "To" field. Add Recipients: Click on the CC or BCC fields to enter the email addresses. You can type them manually or select from your contacts. Close Fields: Once you’ve added all the necessary email addresses, click on CC or BCC again to close these fields and save your selections. Syncing Changes: Any changes made within our system will sync with your other email services, like Gmail or Outlook, and vice versa. Replying: If you receive an email with CC or BCC recipients, selecting "reply all" will include everyone in your response. However, you cannot remove CC or BCC recipients from an ongoing conversation. Now that you understand CC and BCC, you can use these tools to manage your email communications effectively, whether you're sharing information openly or maintaining privacy when needed. Enjoy the enhanced control over your email exchanges!

To access a call recording with a specific contact, begin by opening the conversation history associated with that individual. Start by entering the contact’s name in the search bar. Once located, you can scroll through the conversation history to find and listen to any recorded calls. Simply press the play button to listen. Additionally, you have the option to download the recording for future reference. The conversation history is organized with the most recent interactions displayed first. Therefore, if you've just finished a call, the recording will appear right at the top.

This section offers a centralized hub for managing communications with leads, clients, and prospects via messages and emails. You can effortlessly track all incoming and outgoing communications, including calls, texts, and emails. For businesses integrated with social media platforms like Facebook, WhatsApp, or Google My Business, this tool consolidates all communications into one seamless interface. ✍️Note: Access to certain features may be restricted based on user permissions. Conversation Categories At the top left, you can filter your conversations by category—Unread, Recent, Starred, or All—allowing you to tailor your view based on your current needs. Unread: Displays messages that have been received but not yet read, helping you focus on what needs your immediate attention. Recent: Lists your most recent interactions, ensuring you stay on top of timely follow-ups. Starred: Shows conversations you’ve marked as important for quick access. All: Provides a full list of all your conversations, which you can scroll through or search within to find specific exchanges. Search Functionality Use the Search Bar to swiftly find specific conversations by typing in names, email addresses, or phone numbers associated with the interaction. Filtering Options Apply quick filters to refine your view based on your current priorities, making it simpler to manage and respond to different conversation types effectively. Initiating a New Message Send a new message to existing contacts or leads via SMS, email, or other connected messaging platforms. This feature is ideal for follow-ups, reminders, or starting new conversations. Bulk Actions Select all conversations at once with this option. You can then apply bulk actions like marking messages as read/unread, deleting, or starring/un-starring them, which is more efficient than handling each individually. Sorting Conversations You have the flexibility to sort how your conversations are displayed, allowing you to customize your view to suit your workflow. Conversation Header Details The Conversation Header gives you a snapshot of the ongoing interaction. Here’s what you’ll find: Customer's Name: Shown at the top when you select a conversation. Archive/Unarchive: Move inactive chats out of your primary view and restore them when needed. Star/Unstar: Mark important conversations with a star for easy access later. Click again to remove the star. Read/Unread: Mark conversations as read to indicate they’ve been reviewed, or mark them as unread to flag them for follow-up. Delete: Permanently remove unnecessary conversations. Be cautious, as this action cannot be undone. Filter: Use filters to view conversations based on specific communication channels or actions within the contact record. Conversation History The Conversation Log keeps a detailed record of your interactions with each contact. Messages are categorized by source or type and include timestamps for easy navigation.

The CRM system offers built-in automated features designed to uphold communication compliance standards: SMS Compliance: The system automatically appends an opt-out message to all SMS communications, allowing recipients to unsubscribe by replying "STOP." When this occurs, the contact's DND (Do Not Disturb) settings are updated accordingly to reflect their SMS preferences. Email Compliance: Similarly, emails include an unsubscribe link. When a contact clicks this link, their DND settings for email communications are updated to respect their choice. To customize these compliance messages, navigate to the General Settings in your Business Profile. Understanding DND Statuses DND statuses, visible within the Conversations tab, help you manage how and when contacts can be communicated with: DND "On": No outgoing messages, whether automated or manual, are permitted to be sent to the contact. DND "Off": Both automated and manual communications proceed as usual. DND "Partial": Specific communication channels are restricted from sending messages. Integrating DND Across Channels The CRM supports DND integration across various channels, including Calls, Emails, Facebook, Google My Business (GMB), SMS, and WhatsApp. Each channel can be individually toggled on or off based on user preference. If a particular integration is disconnected, the contact’s prior DND status is preserved upon reconnection. For example, if a contact was set to DND for Facebook Messenger, this setting will remain intact once the channel is reconnected. DND for Email Communications The system automatically activates DND for email contacts under specific conditions: When there are permanent failures with ISP emails, such as bounces, generic errors, suppression due to complaints, or unsubscribe requests. When a recipient unsubscribes from your emails or marks them as spam. ? Note: While users can manually disable DND from the contact record for most reasons listed above, this option is unavailable if the email was marked as spam. Removing DND for Email Contacts If a contact's email is marked DND due to bounces or suppression events, you can remove them from the suppression list by coordinating with your ISP. After validating the email address, you can re-enable email communications within the CRM. DND for SMS Communications There are two categories of SMS DND that can be applied to contacts: Temporary DND: Triggered by errors such as 30003, 30005, or 30006. These contacts can be updated within the contact record. Permanent DND: Triggered by a 30004 error or if the contact responds with an opt-out keyword like STOP, UNSUBSCRIBE, or CANCEL. Contacts with permanent DND must text "START" to reactivate SMS communications. Inbound DND Controls The CRM also allows users to block specific contacts from calling or texting the CRM number by enabling Inbound DND for Calls and SMS. This feature helps minimize unwanted communication by preventing inbound interactions from marked contacts. Integrating DND with Workflows The CRM provides options to incorporate DND settings into your automated workflows. For instance, if a contact unsubscribes from email communications, their DND settings can be automatically updated to reflect this preference. This ensures that your workflows align with the contact’s communication choices, enhancing their overall experience with your brand. Troubleshooting and FAQs Q: What happens if a contact enters a workflow and then opts for DND? A: The CRM intelligently skips any communication steps that the contact has opted out of, maintaining compliance without entirely removing them from the workflow. Q: Can I remove a contact from all workflows if they opt for DND across all channels? A: Yes, you can configure the workflow settings to remove a contact from all workflows if they choose not to be contacted through any channel.

When engaging in a conversation, the contact's details can be found on the right side of the interface. This area not only displays essential contact information but also allows you to perform actions such as creating new opportunities or scheduling appointments, all while continuing your conversation seamlessly. Contact Information This section provides a summary of key details, including the contact's name, phone number, and email address. It also offers quick access to additional features like tags, Do Not Disturb (DND) settings, and any active campaigns or workflows the contact is involved in.  Accessing Full Contact Details To view comprehensive information such as form submissions, survey responses, and notes, click the circular icon at the top of the contact card located on the right side of the screen. This action will take you to a detailed page where you can access and update all relevant client data.  Viewing and Editing Contact Details To review or modify a client’s information, simply glance to the right of your conversation window. You'll find fields such as the customer’s name, phone number, and email address. By clicking on any of these fields, you can update the information directly. Additionally, if you need to assign this contact to a team member, click on "Assign to" under their name and select the appropriate team member from the dropdown menu.   Adding and Editing Tags To add tags to a contact’s profile, click on "Add Tags" located beneath the contact’s email on the right side of your screen. Begin typing the desired tag; if it already exists, it will appear in a dropdown menu. If the tag is new, simply click the plus icon next to it to add it to your list of tags.  Managing Workflows and Campaigns Under the Active Campaigns/Workflows section, you can view the workflows and campaigns in which the contact is currently participating. If the contact isn’t part of any workflows or campaigns, nothing will be displayed. To add the contact to a new workflow or campaign, click the “+ Add” button. A popup window will appear, allowing you to input the necessary details.  Viewing Current and Past Opportunities To track current and previous opportunities for a contact, look under the Opportunities section within the contact card, just below Active Campaigns/Workflows. This section helps you monitor where the customer stands in your pipeline. To edit an existing opportunity, click the pencil icon (edit button), which will open a popup where you can view and update the opportunity. If you need to delete an opportunity, simply click the red "Delete" button at the bottom left of the popup.  Creating a New Opportunity To initiate a new opportunity for a contact, click the "Create Opportunity" button located at the bottom of the right-hand side of the screen. A popup will appear, prompting you to fill in the necessary details. Start by entering the Opportunity Name, then select a pipeline from the "Select Pipeline" dropdown and choose a stage from the "Select Stage" dropdown. After that, pick a status from the Status dropdown and, if applicable, enter the value associated with the lead. You can also assign the opportunity to a team member by selecting their name from the Owner’s dropdown and specifying the source of the opportunity in the Opportunity Source box. Once all details are filled in, click the green "Add" button to save the opportunity.  Scheduling an Appointment To schedule a meeting with a client, click the blue "Book Appointment" button at the bottom of their contact card on the right side of your screen. A popup will appear, allowing you to enter the necessary details. Start by selecting the team calendar to which the appointment will be assigned, followed by the property timezone, date, and time slot. To set custom start and end times, select "Custom" in the Slot dropdown. You can also add a title, description, or notes for the meeting by clicking on "Show Notes" under Appointment Title. Additionally, you can choose a Calendar Default or Custom location under "+ Additional Preferences." If you opt for Calendar Default, select either "Confirmed" or "Unconfirmed" from the Appointment Status dropdown; otherwise, input the meeting location and choose the appropriate status. 

WhatsApp provides a powerful way to engage with your clients instantly, combining elements of both SMS and Facebook Messenger. Known for its high visibility, quick response times, and interactive messaging features, WhatsApp is an essential tool for maintaining effective communication. You can monitor all your WhatsApp interactions directly within the Conversations section of your system. Crafting messages on WhatsApp is straightforward. You can either type your message directly, just as you would with an SMS, or utilize predefined WhatsApp templates by clicking on the dog-eared paper icon. The dollar sign icon allows you to send a payment request directly through WhatsApp by including a payment link, simplifying the payment process for your customers and making transactions more efficient. WhatsApp messages within your conversation log can be easily recognized by the distinctive green icon. Similar to messaging on Facebook and Instagram, you must respond to a client's WhatsApp message within 24 hours of their last message. The platform operates like any other messaging service, allowing you to include links, media, and personalized content, which can enhance your messages and increase engagement.

We're thrilled to unveil a game-changing feature that will enhance your experience on our platform—Activity Cards. These dynamic additions are designed to provide a streamlined view of crucial updates, offering you real-time insights to help you make informed decisions more quickly. Think of Activity Cards as your personal dashboard, giving you instant access to what's happening right now. Activity Cards centralize all the information you need in one place. Whether you're managing opportunities, appointments, contact preferences, or invoices, everything can be handled directly from these cards. This means no more navigating through different sections of the platform—just a smooth, efficient user experience. Here’s a closer look at the four types of Activity Cards: 1. Opportunities: Whenever a new opportunity is created, modified, or removed, an Activity Card related to opportunities will appear. This ensures you're always up to date with potential leads. By clicking 'View Opportunity' on the card, you can instantly access and adjust the opportunity, all without leaving the current view.  2. Appointments: Every time an appointment is scheduled, changed, or canceled, you'll receive an Activity Card in the conversation area. This allows you to keep track of your calendar without switching screens. With the 'View Appointment' option, you can modify appointment details directly from the conversation panel.    3. Do Not Disturb (DND): You'll be notified through an Activity Card whenever a contact is added to or removed from the "Do Not Disturb" list. These cards make it easy to stay aware of a contact's communication preferences.  4. Invoices: For invoices, an Activity Card will appear when an invoice is sent or when a payment is received. Clicking on 'View Invoice' will open a new tab, allowing you to review all invoice details seamlessly. 

We're thrilled to roll out a new feature that streamlines the process of sharing files, making it quicker and easier for everyone involved. Now, you can effortlessly send large files straight from your device, bypassing the usual hurdles like file compression or the need for external sharing platforms. This update is all about efficiency, helping you save time while keeping file sharing straightforward. Seamless Media Library Integration (Email and SMS Composer) Handling attachments has never been simpler. Our new feature allows you to upload large files directly from your device. If you're working with SMS or attachments that exceed email size limits (over 20MB), these files will be automatically stored in your media library. They’ll then be converted into media library links, ensuring nothing is left out and making file management even more convenient. Flexible Attachment Options This feature empowers you with the choice of how to handle attachments. Whether you prefer uploading files directly from your device or using the media library, the decision is yours. This added flexibility ensures that you can use the method that works best for you, enhancing the overall user experience. Engaging Video Previews We want your emails to be as engaging as possible. That’s why we’ve introduced animated previews (GIF thumbnails) for videos uploaded through the media library. This feature adds a dynamic and interactive element to your emails, making them more visually captivating and likely to grab attention. It's a great way to ensure your emails leave a lasting impression.