With proactive conversations, businesses can take a proactive approach to customer support, reaching out to customers before they even have a chance to report an issue. In this article, we'll explore how proactive conversations work.


Creating a new conversation

To create a new proactive conversation, navigate to the team inbox section. You'll notice an option to create a new conversation. 

Click on this option, and you'll be prompted to choose a contact that you want to reach out to. The conversation properties will prefill the agent's name, and the status is pre-populated as "Waiting on Customer". You can manually change the status.

Note: If the agent searches by a name or phone number where there is no contact information associated, they would be able to create a new contact and then use that contact to reach out to them.

Choosing a channel

Once you've selected the contact, you can choose the channel through which you want to reach out to them. For example, you can send a message on WhatsApp, SMS, or email. 

  1. WhatsApp: If you choose WhatsApp, you'll have the option to select a message template, which you can customize and insert into your message.

  2. SMS: For SMS, users can choose an SMS number to reach out to their customers. 

  3. Email: When sending an email, users can choose from a list of email addresses associated with their customers. They can also set up a subject line and compose the message.

If there is an ongoing conversation, it will be highlighted, allowing users to easily view and continue the conversation.

Saving and deleting a draft conversation

If you switch between conversations before sending a proactive message, your conversation will be saved as a draft. You can go back to it anytime, make changes, or delete it altogether. Once you're ready to send the message, click the "Send" button, and a new conversation will be created. You can click on the conversation to view the message or go back to the previous conversation.

Note: At any given time, you can have one active draft. If you want to delete a draft, you have two options. Firstly, you can do it directly from the team inbox. Or, you can open the draft, click on the 'Cancel' button, and then delete it from there.

Viewing your proactive conversations

To view all the proactive messages you've sent out, navigate to the "All conversations created by you" view. This view allows agents to quickly check all the proactive messages they've sent, making it easier to keep track of their outreach efforts.

Proactive conversations empower businesses to take control of customer support, allowing them to be proactive rather than reactive.