Conversations Tab
18 articles
Contact Engagement Score
Conversations View
- How to use Conversation Filters & Bulk Actions OverviewThe Conversation left panel is a new addition to the Conversations UI, which helps users filter conversations & perform various actions on them. Features: Bulk actions (limited to 100 conversations at a time) You can perform Conversation specific Bulk Actions to handle multiple conversations at a
- How to CC (Carbon Copy) and BCC (Blind Carbon Copy) for email composerOur email composer is equipped with the functionality of CC and BCC capabilities, providing a robust emailing experience. This feature allows users to effectively manage their communication by engaging multiple stakeholders in a single thread while preserving individual confidentiality. As an integr
- Conversations FAQsQ. What attachment types are supported in Conversations? A: Conversations supports the following attachment types: .pdf, .docx, .doc, .csv, .xlsx, .xls, .txt, .jpg, .jpeg, .png, .gif, .svg, .mp4, .mpeg, .mp3, .wav, .wave, .aiff, .aif, .aifc, .gsm, .ulaw, .vcf, .vcard, .pptx Q: Why am I receiving a
- Workflow Action - Log External CallThis document explains how to use the workflow action - Log External Call, to log calls from third-party calling tools into the ResQEngage CRM. Covered in this Article: - What is the Workflow Action - Log External Call? - How to use this action? What is the Workflow Action - Log External Calls? U
- Instagram DM - Workflow ActionInstagram DM - Action: The workflow action Instagram DM allows you to send an Instagram DM to the contact (contact needs to have previously messaged a connected Instagram page no more than 24 hours before arriving at this event in order for the message to successfully deliver) You can select from
- Activity Cards in ConversationsStaying updated on client interactions is crucial for efficient communication and team collaboration. This guide explores the functionality, benefits, and use cases of Activity Cards to help you streamline your workflow. TABLE OF CONTENTS - What are Activity Cards? - Key Benefits of Activity Cards -
- Guide to TikTok Messaging & Comment automationTikTok Messaging and Comment Automation lets you manage eligible TikTok comments and direct messages through workflows. You can trigger automations when someone comments on a TikTok post or sends a matching direct message, then automatically reply, create or update contact activity, and continue fol
- Preference Management (Email Unsubscription Management)Preference Management helps you manage email subscription choices at the contact level so each person receives only the types of communication they want. You can create custom preference categories, assign them to campaigns, automatically exclude unsubscribed contacts, allow contacts to update their
- Conversation Views: Save Filters, Work FasterConversation Views let you save frequently used conversation filters as reusable views, making it faster to focus on the messages that matter most. You can create views for unassigned conversations, specific channels, tags, or other filter combinations, then return to them without rebuilding the fil
- Web Chat inside ConversationsWeb Chat inside Conversations allows businesses to communicate with website visitors in real time through a website chat widget. Messages sent from the widget appear directly in the Conversations inbox, where teams can manage them alongside SMS, email, and other communication channels. This article
- How to Track SLA Performance in ConversationsConversations • Analytics • SLA Reporting How to Track SLA Performance in Conversations SLA Performance Reporting helps you understand how consistently your team responds within configured Conversation SLA targets. The dashboard combines SLA compliance, response-time trends, user performance, and ch
- How to Access Form Submissions in ConversationsAccess form submissions directly in Conversations to review responses and follow up faster without leaving the conversation thread. This article shows how to enable the feature, view individual or all submissions, and filter submission-based conversations. TABLE OF CONTENTS - What Is Form Submission
- How to Send WhatsApp Media Messages with Captions in ConversationsWhatsApp media messaging lets you send supported images, videos, audio files, and documents directly from Conversations. In the new Conversations experience, you can add captions to WhatsApp media, upload files from the message composer, and reuse files from Media Storage. This helps teams provide c
- How to Setup and Track Conversation SLAsConversation SLAs (Service Level Agreements) help teams maintain consistent response times and ensure no customer message is missed. This article shows how to setup and track SLAs for Conversations. TABLE OF CONTENTS - What is a Conversation SLA? - Key Benefits of Conversation SLAs - How to Set Up
- Conversation AI Agents DashboardA consolidated analytics dashboard lets you evaluate all Conversation AI agents from one place. Use filters for date range, channel, and agent to quickly compare outcomes, spot trends, and act faster—without opening each agent individually. This article explains access, permissions, filters, and key
- MMLite Adoption Banner in ConversationsEligible WhatsApp accounts may see an MMLite adoption banner directly inside Conversations. The banner provides a quick way to start the MMLite setup while managing WhatsApp messages and is designed to help improve messaging performance without disrupting normal conversation workflows. TABLE OF CONT
- Conversations: SLA Workflow Triggers & PermissionsConversation SLA workflows let you automate follow-up when a conversation becomes Due Soon, Overdue, or when an SLA is manually dismissed. You can use these events to notify users, reassign conversations, or trigger other workflow actions, while optional filters and repeated-trigger controls help ke