Configure Conversations

When you've setup your Conversations Inbox and Channels, you can get started right away. However, there are lots of options you can use to customize the experience your customers have with you, especially around Chat and AI. This article will go through the options and help you get setup to make full use of Conversations.

If you haven't yet setup your first Inbox then please go through the steps in our setup article first.

How to change your Inbox name

The Inbox name is only used internally, to help you identify what Inbox you're working in. It's never visible to your contacts.

1. Click on your Inbox name in the top left corner > General.
2. Now update the name of the Inbox and click the button to Update Name.

How to configure your Email and Chat Channel

In the settings for your Email Channel you can configure things like email signatures & aliases.

1. Click on your Inbox name in the top left corner
2. Go to Channels
3. Now click on the Email Channel that you want to configure.
4. From here you can go to the Forwarding section where you can review your forwardinf address, and add Aliases for other addresses that you want to forward emails from.
5. In the Email Signature section you can setup a signature that is appended to all the emails you send from your Inbox.
6. Use the button to Insert Merge Tags to insert things like the user's name and email address in the signature.

How to configure your Chat Channel

In the settings for your Chat Channel you can configure things like your chat design, visibility, prompts, and more.

1. Click on your Inbox name in the top left corner
2. Go to Channels
3. Now click on the Chat Channel that you want to configure.
4. From here you can configure what websites the chat is enabled on, your chat widget design, visibility and more.

For more specific steps on how to configure each option in the Chat Settings, go to our dedicated Chat Setup article.

Managing Chat Agents

Each Transpond user can be made a chat agent. There are three types of Agents:

• Admin: Can manage all the Conversation settings, including other agents.
• Agent: Can view and reply to conversations.
• Viewer: Can view conversations but not reply to them

To update the roles for your Agents:

1. Click on your Inbox name in the top left corner
2. Go to Agents.
3. Use the drop down next to each Agent to choose their role

If you need to add a new Agent, use the button to Add a new User and you'll be taken through to the standard 'New user' flow in Transpond. We have a dedicated help article on how to add users.

How to setup and manage Saved Replies

If you find that you often use the same replies over and over again, or that you want to setup a standard answer to certain questions, you can use Saved Replies to configure those. Saved Replies will be easily accessible when you reply to conversations, and available to all Agents.

How to create a new Saved Reply

1. Click on your Inbox name in the top left corner
2. Go to Saved Replies.
3. Use the button to +New Reply
4. Give it a title and contact, and click the button to Add Reply to save it.

Now your Saved Reply will be instantly available for all Agents to use in replies.

How to update an existing Saved Reply

1. Click on your Inbox name in the top left corner
2. Go to Saved Replies.
3. Click on the Saved Reply title
4. Update the content ans use the button to Update Reply.

How to delete a Saved Reply

1. Click on your Inbox name in the top left corner
2. Go to Saved Replies.
3. Click the three little dots next to the saved reply and use the option to Remove Saved Reply.

How to manage Conversation fields

When working with Conversations it's helpful to be able to record details that are unique to each individual conversation, as opposed to custom fields which are specific to the contact as a whole.

This is where Conversation fields can be really useful.

How to create a new Conversation fields

1. Click on your Inbox Name > Conversation Fields
2. Use the button to Add Field
3. Give the field a name and choose the field type e.g. text, number, drop down etc.
4. If it's a drop down field, use the Add Option button to add each of the options for it.
5. You can also configure if the field is Agent specific, meaning the content of the field will be different for each agent using it.

How to delete or update a Conversation Field

1. Click on your Inbox Name > Conversation Fields
2. Use the three dots (...) next to the field you want to update
3. Then choose the option to either Edit or Delete Field