Managing Responses and Working as an Effective Team

We solve messaging for sales, service, marketing, and other teams and following are the key use cases that get you quickly started:

  • Managing responses to Customers 
  • Working as an Effective Team 

Managing responses to Customers

Team SpecificUse casesHow to Get Started
Sales How to see all my Unread Conversations ?: Ben and John in Morgans team wants to act on unread messages Use the “Unread conversation” filter for the sales team 
SalesHow to View and Act on Multiple Conversations ?: Ben and John again want to manage multiple conversations at a go in a single windowClick on “View Details” on each conversation opens it on a separate tab within the converse desk 
Service Open Conversations: Thomas works to close cases and he wants to act on open cases conversationsUse “Open Conversations” and “Close conversations”  filters in Desk 
Marketing Automated Conversations:Seema got progressive profiling setup from Rony and now she wants to interact with users who have left out automation flow and are coldUse Global filter help to filter conversations based on “Converse apps” 
Sales, Service, MarketingFiltered Conversations: Teams want to act on custom inbox with their list of conversations onlyCustom Listview on Contact, Sales, Cases, Leads, Opportunity, Conversations object, and custom objects helps to create a custom inbox
GeneralMultimedia Messaging: John wants to send images, videos, emojis, and templates for each conversation and use CRM actions (create a new lead, new case, new contact, etc.) to act right away within conversations Images, Videos, Emojis, Templates (Primary and Cross Objects), CRM Actions are all supported in Desk with individual conversations threads
GeneralSearch Conversations: John searches usually conversations by phone number or name Search conversations based on the mobile number and the name of the recipient

Working as an Effective Team

Team SpecificUse casesHow to Get Started
SalesHow to Assign Conversations ?: Morgan figures out a salesforce queue with Rony’s help and he got ben and john included there and now he wants to assign conversations to queueUse the “Assign Conversations” feature to assign the single or bulk conversation to a queue or user
Sales How to do Round-robin Assignment ?: Morgan has figured out that queue setup is taking time and he wants leads to be assigned in a round-robin fashion to agentsRound robin and queue setup, both are configurable, contact at
ServiceCanned Templates: Thomas is allowed to communicate to customers using canned responses onlyCanned responses use pre-defined templates, configure it in conversations sections in Settings
Marketing Bulk Campaigns: Seema runs bulk campaigns to list of leads and nurture them with automation Bulk SMS feature with trigger sources can fulfill this use-case
Marketing Recurring Messaging: Seema uses the marketing plan to run SMS scheduled recurring campaigns across weeksUse the “Schedule” feature on Bulk SMS on the list, reports, salesforce campaigns & campaign manager 
GeneralRelated Conversations across Objects: John was working along with Thomas on one customer issue and he wants to see all communications to customer across salesforce orgWith “Related conversations” you can  pull up parent and siblings conversations 
GeneralTemplated Messaging: John wanted multiple predefined templates with merge fields Set Object-specific templates and use information objects for cross objects merge fields 

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