Managing Conversations from Social Media Platforms

Your CRM system allows you to track and log all your conversations from linked social media platforms. Once you've linked your accounts following the steps below, you'll see your direct messages within the Conversations view of your account. Each new conversation is automatically saved as a contact, which you can tag and market to in the future.

The following platforms currently integrate with your account:

• Facebook Messenger
• Instagram Messenger
  
  

As additional platforms are added, this article will be updated.

Connecting Facebook/Messenger

When your Facebook page is connected to your CRM system, you can conveniently access incoming Facebook messages directly within the Conversations tab of your CRM. Once fully connected, your Facebook & Instagram integration should appear as shown below.

Creating Facebook Messages

Within a contact conversation, you can respond to clients via Facebook Messenger. You can only initiate a new Facebook message if the client has previously communicated with your business via Facebook. If the client has not communicated with you through Facebook, the option to send them a message will not be available.

Message Source

When you receive a message notification, you can identify the originating platform here, which is particularly useful if you have multiple communication platforms linked to your account.

Adding Files to Facebook Messages

To attach files or images to your Facebook message, click the paperclip icon at the bottom of your message box. This will open a file explorer window, allowing you to select and add the necessary files or images. Follow the on-screen instructions to complete the process.

Adding Emojis to Facebook Messages

To add an emoji to your message, click on the smiley face icon at the bottom of the message box. You can search for an emoji using the search bar or browse through them by clicking on the category icons. If you want to add multiple emojis, simply repeat the process.

Using SMS Templates in Facebook Messages

You can use SMS templates within Facebook messages as well. To use an existing SMS template from your CRM, click the paper icon at the bottom of the message box. A popup will appear for you to select a template. Choose a template from the dropdown menu and click 'Use Template' to populate your message box.

Requesting Payment via Facebook Messages

To request payment from customers, click the money icon at the bottom of your message box, next to the SMS template icon. A popup will appear for you to fill in the required invoice details. After completing the form, hit the 'Copy link and mark as sent' button to finish the process.

More Actions

Clicking the "+" button allows you to select custom values to use in your messages. Utilize these custom values to personalize your messages to your customers.

Collapse Message Box

To shrink your message box, click the icon located in the top right corner that looks like four corners. This will collapse the message box and delete all content you've added, so be sure to send or save your content before closing.

Archive/Unarchive Conversations

To archive or unarchive a message, click on the Archive or Unarchive button as shown below.

To mark a conversation as starred or unstarred, click the 'Mark as Starred' button to the right of the client's name, as shown below. Click once to star it, and click again to unstar it.

Marking Conversations as Read/Unread

To mark a conversation as Read or Unread, click the 'Mark as Read' button to the right of 'Mark as Starred'. Click once to mark as read, and click again to mark as unread. This helps you keep track of conversations you want to revisit and easily access them in the Unread tab. Alternatively, you can find them in the Recents or All tabs once marked as read.

Deleting Conversations

To delete an irrelevant conversation, click the 'Delete' button on the far right. Please review the conversation carefully before deleting, as this action is permanent and cannot be undone.

Accessing Client Information

To view or edit a client's details, look to the right-hand side of the page in your selected conversation.

• Full Name: The client's name will be displayed here.

• Assigned User: Displays the user assigned to this contact.

• Phone Number: If the client's phone number wasn't provided, you can request it via chat and manually input it.

• Email: You can also enter the client's email address here.
  
  

Adding Tags

To add tags to your customer information, click where it says Add Tags under the customer email on the right-hand side of the page. Begin typing the desired tag, and if it exists, it will appear in a dropdown list. If the tag doesn't exist, you can create a new one by clicking the plus button next to the typed tag.

Configuring Do Not Disturb (DND)

You can configure Do Not Disturb on selected channels by clicking the blue Configure button under DND, below the contact details on the right-hand side of the page. You can choose to enable DND for all channels or select specific channels that the client does not want to be contacted through.

Managing Active Campaigns/Workflows

If a lead is currently in a campaign or workflow, you'll see this information under the contact details on the right-hand side of the page. To add the lead to a new workflow, click on the + Add button and select the desired workflow from the dropdown. If you'd like the workflow to start later, click on Event Start Date and choose the date and time. After setting the start date and time, confirm by clicking the green checkmark, and then click the green Add button to finalize.

Booking Appointments

To book an appointment for the selected client, click the blue Book Appointment button at the bottom of the contact card on the right-hand side of the page. A popup will appear where you can fill out the appointment details, including selecting the appropriate team calendar, time zone, date, and time slot. You can also set custom start and end times, add a meeting location, and choose an appointment status.

Creating Opportunities

To create a new opportunity for your Facebook lead, click the Create Opportunity button at the bottom right of the page. A popup will appear where you can fill in the opportunity details, including the name, pipeline, stage, status, value, assigned team member, and opportunity source. Once completed, click the green Add button to save the opportunity.