Message Management for Agents: Sending Templates and Quick Replies
In an agent's day-to-day, having tools that streamline conversations with prospects and customers is key to efficient service. In this article, we explain how to use Templates and Quick Replies in Atom.
Templates
Reactivate expired conversations
Initiate contact with a customer for the first time
Send Templates from the Customers module
Quick Replies
Templates: Automate Your Interactions
Templatesin Atom allow you to send predefined messages in different situations. These are some of its main functions:
1. Reactivate expired conversations
When a customer does not respond within 24 hours, the conversation is marked as "Expired". You can reactivate it with the following steps:
Access the Conversations Section:Go to the side menu and selectConversations.Choose the conversation you want to reactivate.
Access the Conversations Section:
Go to the side menu and selectConversations.
Go to the side menu and selectConversations.
Choose the conversation you want to reactivate.
Choose the conversation you want to reactivate.
Select your Template:If the conversation appears as "Expired", click on that notification.Find a template within the group assigned to your user.
Select your Template:
If the conversation appears as "Expired", click on that notification.
If the conversation appears as "Expired", click on that notification.
Find a template within the group assigned to your user.
Find a template within the group assigned to your user.
Select and Send:Choose the appropriate template according to the context.Click onSendand you're done.
Select and Send:
Choose the appropriate template according to the context.
Choose the appropriate template according to the context.
Click onSendand you're done.
Click onSendand you're done.
📌Important:The management must be assigned to a group. If it is assigned to the bot, the templates will not be available. In addition, the customer's group must have templates assigned.
2. Initiate contact with a customer for the first time
If you need to start a new conversation with a customer, follow these steps:
Access the Conversations Section:From the side menu, click onCreate Conversation.
Access the Conversations Section:
From the side menu, click onCreate Conversation.
From the side menu, click onCreate Conversation.
Enter the customer's information:Fill in the data such as Name, Last Name, Country Code, and Phone.You can add additional labels or information fields if needed.
Enter the customer's information:
Fill in the data such as Name, Last Name, Country Code, and Phone.
Fill in the data such as Name, Last Name, Country Code, and Phone.
You can add additional labels or information fields if needed.
You can add additional labels or information fields if needed.
Select the Template and send the message:Choose the channel number where the template will be sent.Select the corresponding template.Click onSendand the conversation will be started.
Select the Template and send the message:
Choose the channel number where the template will be sent.
Choose the channel number where the template will be sent.
Select the corresponding template.
Select the corresponding template.
Click onSendand the conversation will be started.
Click onSendand the conversation will be started.
3. Send Templates from the Customers module
If the contact is already registered in the customer database, you can send them a template as follows:
Access the Customers module.
Access the Customers module.
Select the customer of interest.
Select the customer of interest.
Click on "Send message".
Click on "Send message".
Select the channel number, group, and corresponding template.
Select the channel number, group, and corresponding template.
Click on "Send" and you're done.
Click on "Send" and you're done.
Quick Replies: Streamline Your Responses
Quick Repliesare predefined messages that facilitate customer service in active conversations. To use them:
Access a conversationin the Conversations module.
Access a conversationin the Conversations module.
Click on the lightning bolt icon ⚡ or type "/"in the message field.
Click on the lightning bolt icon ⚡ or type "/"in the message field.
Explore the available Quick Reply categories.
Explore the available Quick Reply categories.
Select the response you need and send itwith a click or by pressing Enter.
Select the response you need and send itwith a click or by pressing Enter.
TemplatesandQuick Repliesare designed to make your work more agile and efficient. By incorporating them into your conversation flow, you will reduce response times and provide a better experience for customers. Start using them today and improve your performance in Atom!