Chatalog Tutorials - Message, Private Note, Custom Field
Messages manages conversations from various messaging platforms, including WhatsApp, Facebook and Instagram.
Image 1: Basic Conversation Interface
In the conversation list at the left, you can see all the conversations incoming from the connected messaging platform accounts. The conversation status is classified as Open, Assigned, and Closed. You can also select Show All to view all the conversations. Step 1, select a user to view the conversation between you and the contact.
Step 2, you can see the remaining response time in this conversation at the bottom left of the conversation. The policy of each messaging platform varies. Please find their difference as follows:
For Facebook and Instagram, a human agent is allowed to respond to a user’s message within 7 days, while messages sent through automation must be within 24 hour, which may contain promotional content. As for WhatsApp, when a customer first messaged you, you are allowed to respond to the customer within 24 hours. If the conversation has expired but you still wish to reach the customer, you need to send a template message to that customer to reopen a messaging window with our Broadcast feature.
Step 3, you can send messages or attachment in the input field. There is a toggle at the top left of the field, by default is sending the message directly as Reply. If you only want to remark this conversation for internal use, you may switch it as Private Note, so that the message is only visible to you but not the contact. Click Send to send out the message.
Image 2: Contact Information Interface
You can view and update contact information on the pane at the right. Click on the edit button as step 4, you can update contact's display name. Since the contact may update his/her name on the social platform from time to time, you may follow step 5 to refresh user's social platform name. Step 6, click to Add a custom field or modify an existing custom field's value for the contact. Step 7, add or delete labels for the contact.
There is a few default information for a contact, where display can be edited. Click Save to apply changes.