You can view all conversations under specific categories. These are known as Global Filters. Conversations are grouped in the form of lists within the global filters. On selecting a specific folder, you can view the relevant lists it comprises. You can also search within these lists to view specific conversations.

Log in to the Salesforce.com. The Salesforce home page appears.

1. Click. The App Launcher pop-up window appears.
2. Click SMS-Magic Converse. The SMS-Magic Converse home page appears.
3. Click Converse Desk. The Converse Desk Home page appears.
4. Click any of the global filters. The relevant list view it comprises appears.
5. If you click any object, the list view appears.
6. Click a list view. The relevant conversations grouped under that list appears.
7. Click a list view. The relevant conversations grouped under that list appears.

Using the Action Key generated for each message in a message flow, you can trigger further messages from a Process Builder. The triggering of the messages is based on certain criteria and conditions.

What is an Action Key?

For each message created in the message flow a unique Action Key is generated. The action key is necessary to trigger messages from the Process Builder. The action key appears as shown.

1. Search Conversations using Global or Conversation Filters. The conversation message list appears.
2. Click the contact name of the conversation recipient. The conversation reply panel appears on the right hand side of the screen.



Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

3. Click the icons on the top right of the reply panel to perform the following tasks:

Icon	Description
	Click to get a detailed view of a conversation.
	Click to do the following: Assign a conversation to another user. For more details, refer to the section on Assign Conversations. View related conversations Close a conversation
	Click to execute CRM actions on a record. You can do the following: View contacts Edit Contacts Create new task Create an opportunity Create an event Create a Case CRM Actions that are made available to you may vary depending on your organizational requirements and the configurations made by your Administrator.

The Global Search field helps you filter all the conversations available within Converse Desk to find a specific conversation. You can type in a minimum of three letters or any three digits of a record’s phone number in the field to display possible matches to choose from.

1. Search Conversation using Global or Conversation Filters. The conversation message list appears.
2. Click the contact name of the conversation recipient. The conversation reply panel appears on the right of the screen.



The Converse Desk message reply panel displays the last used phone number and Sender ID details for a contact or lead, based on the last message sent.

Click next to the contact name and then click Show All Messages Sent/Received, To/From from the drop-down menu that appears. The reply pane will display all the relevant messages belonging to the selected contact. You can click Reset to revert to the default view.

3. To view contact details, do one of the following:
   • Click next to the contact name on the message reply panel and then click the View Details of from the drop-down menu that appears. The record details will appear as a separate tab within the Converse Desk.
     
   • You can also click and then click View Contact. The Salesforce record appears in a separate browser window.

   

In addition to the default Converse Desk tab, that helps you view and manage conversations, SMS-Magic Converse provides another option to view and edit conversations. The Converse Inbox provides a smaller and more compact view of all conversations.

1. Log in to the SMS-Magic Converse.
2. Click the Converse Desk tab.
3. Type the first three letters or any three digits of the phone number in the Search field.
4. Select from the displayed results.
5. The conversation list view displays the possible matches.

Click to refresh the Converse Desk view and check for new incoming messages.