Manual Actions

Linking Your Google My Business Page to the CRM Before you can start managing Google My Business (GMB) messages within your CRM, it is crucial to link your GMB account to the CRM system. Ensure that this connection is established properly to enable seamless communication. If you need guidance on integrating your GMB page, refer to the following image: Initiating GMB Messages Once your business is discoverable on Google, customers can reach out to you directly via the "Chat" option. This feature, accessible from mobile devices, allows your clients to start a conversation with your business instantly. Responding to Customer Messages Upon receiving a message through GMB, the customer will automatically get a personalized greeting, which you can customize based on your CRM settings. Creating automated workflows for GMB messages can help you manage these interactions more efficiently, tailored to your business needs. Managing In-App Conversations Messages sent to your GMB page will appear in the Conversations section of your CRM, marked with a GMB icon for easy identification. You can manage and respond to these messages directly within your CRM’s Conversation menu. Composing and Sending GMB Messages To reply to a GMB message, simply click on the message tab, which will open the message box. Here, you can type your response based on the customer's query received via your GMB page. Attaching Files If needed, you can attach files to your GMB messages by using the attachment option in the message box. Minimizing the Message Box You can minimize the message bar if you need more screen space or want to manage other tasks while keeping the conversation accessible. Requesting Payments via GMB For quick transactions, you can generate an invoice and send the payment link directly through the GMB chat. This feature allows you to streamline payment requests and ensure quick settlements. Sending Your Message Once your message is composed and any necessary attachments are added, use the send option to deliver your response to the customer.

Recording your calls for future reference is an invaluable tool, especially in environments where team members share the responsibility of communicating with clients or managing sales. Even if you’re working solo, having a recorded archive of conversations can be a lifesaver if you need to recall specific details from a discussion with a client. Steps to Enable Call Recording Access Your Settings: Begin by navigating to the Settings menu, located at the bottom left of your screen. From there, locate the section labeled Phone Numbers. Modify Your CRM Number: Click on the three-dot menu next to your CRM number and select the "Edit Configuration" option. This will allow you to turn on the call recording feature. Activate Call Recording: To start recording calls, check the corresponding box. In the highlighted text box area within the interface, you can input an automated message that will be played to the receiver, notifying them that the call is being recorded. For example, your message could be, “This call is being recorded for quality assurance.” You have full control over the content of this message, or you can opt out entirely by deleting the text and leaving the box blank. Don’t forget to click "Save" after making your adjustments. Important Note Always ensure you are in compliance with local laws regarding the recording of phone calls, as regulations can vary by state.

Maintain control over your team's manual tasks, including phone calls and SMS messages, within this section. This tool helps you keep track of tasks, and if you're the assigned user, it serves as your go-to place to start and complete them. By regularly checking in here, you ensure that no project falls behind. It's particularly useful for managing communications like SMS messages and phone calls that you prefer not to automate. To begin using Manual Tasks, head to the Conversation tab in your CRM and select Manual Actions at the top of the page. Important: Access to some features may be restricted based on your user permissions. No Manual Tasks Available Workflows often require various manual tasks, so don’t worry if you see the "No Manual Action" message. This indicates that the assigned user has already completed all required tasks. As workflows and team roles evolve, the manual tasks will also change, ensuring you remain up-to-date with all necessary actions. Select Campaign or Workflow Manual tasks vary depending on the selected workflow or campaign. To view tasks associated with different workflows or campaigns, use the Select Campaign/Workflow drop-down menu. This will display a list of all active campaigns and workflows in your CRM. Once you select a campaign or workflow, the relevant manual tasks will be shown. Assign Tasks to a Team Member You can view tasks assigned to yourself or other team members by using the Select Assignee dropdown. This menu will list all team members in your CRM, allowing you to choose whose tasks you’d like to review. A list of manual tasks assigned to the selected team member will then appear. If no tasks are listed, it means there are currently no manual actions that need attention. Begin Manual Tasks To initiate a manual task, click on the "Let's Start" button. This will take you to detailed information about the first contact in your list, where you can manually initiate a call or send an SMS/Email. Alternatively, you can access a specific contact's details by clicking their name, making it easier to manage your communications. Sending Manual SMS This feature allows you to draft and send a text message manually to your contacts, with the option to send it immediately or schedule it for later. Making Manual Calls To place a manual call to a contact, simply click on the Dial icon. Manual Tasks Overview Contacts This column displays the customers or leads assigned to specific manual tasks. Campaign/Workflow Here, you can see which workflow or campaign the manual tasks were generated in. Date Added This indicates when the manual task was created, useful for tracking how long tasks take to be completed. Assigned User This column shows which CRM user is responsible for a particular manual task. Type of Task This specifies whether the manual task is a call or an SMS. Deleting Tasks If you need to remove a manual task due to error or other reasons, you can delete it by clicking the icon here. Dashboard View of Manual Tasks Your CRM dashboard provides a clear visual summary of all pending manual tasks, helping you stay organized. It shows the total number of tasks, along with separate counts for phone calls and SMS messages that are pending.