Messenger allows you to communicate with your customers the way your customers communicate with everyone else.
From your Dashboard, click on the Messenger module on the left sidebar menu of the portal. The Messenger module is where you can locate the conversations with your customers.
By default clicking into Messenger each user will automatically land in the main Inbox.
If you have new unread messages there will be a notification indicator with the total number of unread messages in the Inbox.
Clicking on the Inbox dropdown will provide other ways to filter through conversations based on the status, assignee, or tags.
You can also refresh the inbox to check for new incoming messages. Use the ‘write’ icon to compose a new outgoing message.
You can select a customer and see their conversation history.
Messages sent will show the time it occurred.
Inbound messages from the customer appear in the window on the left.
Outbound messages sent from the account are on the right side with the time it was sent and the employee initials of who it was sent by.
Similar to the Activity Tab this messenger window also has an Event Filter.
You can search through relevant fields to filter with, such as:
- - Conversation Finished
- - Incoming Message
- - Outgoing Message
The Orange bubbles underneath the customer name are tags. This can help identify what the conversation is about.
You can ‘tag’ or ‘add tags’ to the conversation to quickly apply relevant information for anyone logged in to see.
To add a tag to the conversation, click on the 3 dots in the upper right-hand corner of this window.
You can check/uncheck items to add/remove tags for the current conversation.
In the drop-down menu from the 3 dots icon where you can add a tag, you can also select other options available for the conversation.
Alternatively, these same options can be reached by hovering over the conversation and choosing the same icon.
Assign to Agent
This list will pop up allowing you to directly assign a conversation to a specific employee.
There are multiple ways to select this option. This Snooze option allows the conversation to be hidden from the Inbox so that it will not appear as a new/unread message. This can help keep the inbox organized. After the period of time has passed, the conversation will reappear in the Inbox.
Mark as Unread
Just like in emails, you can mark a Conversation as Unread to keep it in the Inbox with a notification showing.
Mark as Complete
Moves the message from Inbox to All and signifies that you are done with that conversation. You can also set up automations based on a conversation being completed.
Sometimes even after selecting ‘Mark as Complete’, a customer will respond to the conversation causing it to reappear in the Inbox. In this case, the option to ‘Mark as Complete’ won’t appear for the conversation to be marked as complete again. Instead, to clear the message out of the inbox at this point, you will need to Archive the conversation.
When ready to send a message you may find the need to change the Gateway from which the message is being sent from.
To change the Gateway from the default setting, click on the field above the text blank message space, and select a different Gateway.
The available Gateways will be listed. A full-length phone number is sometimes referred to as a Long Code. The 5-digit number is referred to as our ShortCode.
A popular reason to use a Long Code Gateway over a Short Code Gateway, would be to send an MMS.
The additional feature to send MMS messages is possible by an account request only.
If subscribed, you can attach media to the message by clicking on the ‘picture’ icon.
To send your customer a message, type into the text box and click on the ‘paper airplane icon’ to the right of the text box to send.
Keep an eye on the character count underneath the send button. If the typed message has more characters than what the message has available, it will indicate that an additional message will be needed.
Keep an eye on these indicators to prevent the extra cost of an additional message.
For common questions/scenarios, you can set up and use a ‘Quick Reply’
To choose a Quick Reply, there is an icon in the lower right-hand corner of the window.
Click on the 3 vertically aligned dots to bring up your options.
Quick Replies are commonly used for frequently asked questions
Here are some Quick Reply examples:
- Store hours
- Shipping info
- Return Policy
- Gift Cards
- Out of stock
Once you select Quick Reply a window will appear with all available options.
If you want to learn how to add a new Quick Reply, click here.
If you want to ‘Add Note’ to the customer profile, others can view this note in the Activity Tab with the date and time it was added.
To Add a Note, click on the 3 dots, and from the list choose the option to Add Note.
Then type in the note you want to add. Keep in mind that the customer will not be able to view this, it is for internal use only.
You can see that the ‘Test Note’ shows up with a white background and a clipboard icon.
To ‘Send a Test’ you can type in your text, then select Send Test from the 3 options.
This can help determine message sending functionality.
Two messages will send, the first message being a disclaimer that a test text message is coming from Patch, then a second message that contains the actual text on their end.
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