Conversations Configuration

Settings

Integrations, payments and users remain exactly the same as they were not modified. The conversations section was modified as it was divided.

responder

Conversations Configuration

Self-Service Menu

Utilize the “Self-Service Menu” option to streamline customer service and add actions that facilitate the resolution of frequently asked questions.

  1. Within the “Conversations” menu, navigate to the top right and select the profile icon.

  2. Select > “Account Settings”.

  3. On the left side of the menu, select > “conversations” > “Self-Service Menu”.

  4. Within the first available box, type the message with which you want to greet your business’s customers.

    Example:

    • “Hello {first_name}, Thank you for choosing us! It’s a pleasure to assist you. For your convenience, we have enabled the following options. Enter the number of your interest:

  5. In the “Keywords” field:

    • Choose the submenu that precedes the action. For example, if the menu you are configuring is “Welcome,” the top level should be “None” since there is no message preceding this action.

  6. En el campo “Palabras clave”:

    • Select any of the available options for your customer to respond to and trigger an action. It’s important to note that this is an additional word to the level number assigned by the platform. If you don’t want the menu to respond to any additional words, don’t add any tags. Example: “Hours”

  7. In the “Option Name” field:

  • Enter the name of the menu you are creating. Example: Business Hours

  1. In the “Option Message” field:

    • Type the text your customer will receive when selecting the assigned option. Example:

      Zone 10, Zone 11: Monday to Saturday 9:00AM to 6:00PM and Sunday 10:00AM to 6:00PM Zone 9: Monday to Saturday 10:00AM to 6:00PM and Sunday 10:00AM to 6:00PM.

  2. In the “Assign to Group” field:

    • Choose the group (from the existing user groups in your account) to which you want the conversation to be assigned. Example: When sending command 1, assign this conversation to an agent within the “Marketing” group

  3. In the “Assign a Tag” field:

    • Assign a specific tag when the selected command is received.

Use the buttons next to each menu for the following actions:

responder
  • Move the created menu option up and change the current order of options.
  • Move the created menu option down and change the current order of options.
  • Edit the information entered in the created menu/level.
  • Create a menu/level exactly like the one selected one level below the current one.
  • Delete the selected menu/level.

To create a new menu/level within your self-service menu, press the ”+” button at the bottom of your screen.

Service Hours

Service hours are essential for managing automatic responses when your account is out of service. In this section, you can customize your service hours and the message your customers will receive if they contact you outside these hours.

How to configure your service hours

  1. Within the “Conversations” menu, go to the top right corner and select the profile icon.
  2. In the dropdown menu, choose “Account Settings”.
  3. In the “Settings” menu, located on the left side of the screen, select “Conversations Configuration”.
  4. Then, choose the “Service Hours” option.
  5. In this section, you can:
    • Set your service hours by enabling or disabling days and adjusting available hours.
    • Write an automatic response message for customers who contact you outside the established hours.
  6. If you want only the service hours to be active, you can disable the message. Otherwise, make sure the “Offline Message” option is enabled using the switch located at the top of the written message.
  7. Once you have configured all the information, click “Save” to apply the changes.
responder

Tags

In this section, you can manage the tags created for conversations in Reach. You will have the option to create, edit, or delete them as needed.

How to manage tags:

  1. Within the “Conversations” menu, go to the top right corner and select the profile icon.
  2. In the dropdown menu, choose “Account Settings”.
  3. In the “Settings” section, located on the left side of the screen, select “Conversations Configuration”.
  4. Then, select “Tags”, where the tag manager screen will be displayed.
  5. Click the “Create” button and enter the name of the tag you want to add.
  6. To edit or delete a tag, use the options available on the right side of the tag list.
responder

Example

responder