Conversations
Activity Cards in Conversations
Guide to Quick Replies for Facebook & Instagram
Conversations: Adding Internal Comments and Mentioning Users
Conversations: Group Chat for SMS
Instagram DM - Workflow Action
Select SMS To and From Numbers
Workflow Action - Log External Call
Conversations - Snippets
Attachments Made Easy in Conversations
Conversations FAQs
Contact Engagement score
Right Panel & Expandable Sidebar in Conversations
View & Edit AI Response Info in Conversations
Overview of Conversation Filters
Managing Conversation Read Status
Understanding Conversation Read Status In your CRM, conversations have a read status that indicates whether a message has been acknowledged or handled. An unread status acts as a visual flag, helping
How the CRM Determines the Sender Number for Outbound SMS
When you or your team sends an SMS message from the CRM, the system follows a specific set of rules to select which of your Twilio phone numbers is used as the sender. This process ensures message con
Automatically Capturing Email and Phone Numbers from Facebook Messages
Automatic Contact Data Capture from Facebook When a new conversation begins via Facebook Messenger, your CRM automatically creates a contact record using the name provided by the Facebook user. This p
Tracking Chat Widget Traffic Sources
Understanding Chat Widget Attribution When visitors use the live chat widget on your website, the CRM automatically tracks where they came from. This attribution data helps you understand which market
How to Dispute a Google Review and Check Dispute Status
Overview You can dispute a Google review directly from your CRM if you believe it violates Google's policies, such as containing spam, fake content, or offensive language. When you report a review, Go
Troubleshooting Missing Email Replies in Conversations
Overview If email replies are not appearing in your CRM conversations, it is typically due to a configuration issue with your email infrastructure. This guide will help you diagnose and resolve the mo
Web Chat Widget Advanced Configuration and Public API
Advanced Web Chat Widget Configuration The CRM's web chat widget includes several advanced settings that aren't available in the visual builder interface. These options require manual code modificatio
Agency Guide to Reselling and Deploying WhatsApp
Overview This guide explains how your agency can manage WhatsApp for your clients. You can choose to automatically resell the feature, setting your own pricing and billing clients directly, or you can
Understanding the Conversation AI Agent
What is the Conversation AI Agent? The Conversation AI agent is an automated assistant within your CRM that helps manage and scale customer conversations. By understanding incoming messages and applyi
Understanding WhatsApp Pricing, Billing, and Rebilling
Introduction to WhatsApp Billing The CRM platform uses a per-message pricing model for WhatsApp, charging businesses for each delivered message rather than a flat fee per conversation. This provides g
Understanding WhatsApp Template Statuses and Best Practices
Overview WhatsApp message templates are pre-formatted messages that must be approved before you can use them to initiate conversations with customers. These templates are required for sending messages
WhatsApp Messaging Limits
Understanding WhatsApp Messaging Limits WhatsApp messaging limits determine the maximum number of unique user phone numbers your business can message outside of customer service windows within any rol
Bulk WhatsApp Actions
Overview Bulk WhatsApp Actions enable you to send approved WhatsApp template messages to a large number of contacts simultaneously. This feature allows you to track the performance of your campaign wi
How to Configure Live Chat Triggers and Actions
Configuring Live Chat Triggers and Actions Live Chat triggers and actions allow you to automate responses and behaviors within your chat widget based on specific visitor activity. This guide will walk
Setting Up Your WhatsApp Business Display Name
Your WhatsApp Business display name is the primary identifier customers see for your business in the app. To ensure a smooth approval process and maintain a professional presence, you must configure i
Using WhatsApp Media Templates
What Are WhatsApp Media Templates? WhatsApp Media Templates are a powerful feature within the CRM that lets you send pre-approved messages containing rich media to your contacts. You can use them to s
Managing Your WhatsApp Business Profile
Overview Your WhatsApp Business Profile is the public-facing information card that customers see when they tap on your business name within a chat. This profile displays your business picture, descrip
Customizing Your Community Group's Appearance
The appearance of your community group can be customized to match your brand or personal style. You can change the theme, which controls colors and visual elements, for both light and dark viewing mod
How to Use Draft Messages in Conversations
Saving Draft Messages The Conversations feature now includes an automatic draft-saving function for messages you haven't sent yet. This ensures you can pick up where you left off without losing any co
Scheduling WhatsApp Messages
Plan your customer communication in advance by scheduling both WhatsApp templates and free-form messages to be sent at a specific future date and time. How to Schedule a WhatsApp Template Message You
Configure Post-Appointment Booking Actions with Conversation AI
Introduction Your CRM's Conversation AI platform now includes powerful options for managing what happens after a contact successfully books an appointment. These new settings allow you to control bot
Using WhatsApp Coexistence for Dual-Platform Messaging
What is WhatsApp Coexistence? WhatsApp Coexistence allows you to integrate your existing WhatsApp Business App with the CRM without interrupting your current usage. Once configured, you can send and r
Understanding WhatsApp Template Analytics
The WhatsApp Template Analytics feature provides detailed performance data for each of your messaging templates within the CRM. This allows you to measure the effectiveness of your communications by t
Using WhatsApp Flows for In-Chat Appointment Booking
What Are WhatsApp Flows for Appointment Booking? WhatsApp Flows is a feature within your CRM that allows you to build interactive, step-by-step booking experiences directly inside a WhatsApp chat. Ins
Using the Community Chat Feature
Getting Started with Community Chat The Community Chat feature allows you to connect with other members of your community through private, one-on-one messaging. This guide explains how to use its feat
Managing Conversation AI Status for Individual Contacts
Introduction The Conversation AI feature in your CRM can be managed on a per-contact basis, giving you precise control over when the AI should actively respond, be temporarily paused, or remain comple
Using the Add Contact Info Action in Conversation AI
What Is the Add Contact Info Action? The Add Contact Info action enables you to automatically collect and save specific details from conversations with contacts directly into their CRM records. This r
Getting Started with Chat Widget
What Are Chat Widgets? A Chat Widget is an embeddable tool that allows visitors on your website to start real-time conversations with your team. These conversations can be routed through various chann
Managing WhatsApp Business Policy Violations and Appeals
To ensure quality on the WhatsApp Business Platform, Meta enforces messaging and commerce policies. If your WhatsApp Business account is found to violate these policies, you may receive a notification
How to Send a Test Email in Conversations
Overview This guide explains how to create a test contact, send a test email from the Conversations tab, configure your sender address for Mailgun or SMTP, and troubleshoot common delivery issues. Cre
File Size Limits for Attachments in SMS and Email
Overview This article explains the file size limits for attachments in both SMS and email messages sent through your CRM. It also covers a powerful enhancement available in Conversations that simplifi
Using the Conversations Feature
Overview of the Conversations Feature The Conversations feature provides a central hub for managing all your customer interactions across multiple communication channels. This article explains how to
Eliza Agent Platform Dashboard Overview
The Eliza Agent Platform dashboard provides a comprehensive overview of your team's conversation management status. This centralized view displays all locations, their priority levels, the number of a
Using the Search Tools in the Agent Platform
Overview The agent platform provides powerful search tools to help you quickly find contacts and conversations. This article explains how to use these features to locate information and manage your in
Configuring Your Eliza Agent Platform Settings
Overview This article guides you through the initial setup and key configurations for your Eliza Agent Platform. Proper configuration ensures your team can efficiently manage conversations directly fr
Eliza Agent Platform: Introduction and FAQs
What is the Eliza Agent Platform? The Eliza Agent Platform is a messaging solution designed to help agencies manage and convert leads into customers more effectively. It offers three core features: ra
Configuring Appointment Booking with Conversation AI
Streamline Appointment Scheduling with Conversation AI Use Conversation AI to automate the process of booking appointments with your leads and customers. This feature enables your CRM's AI assistant t
Using CC and BCC in the Email Composer
The email composer in your CRM includes CC (Carbon Copy) and BCC (Blind Carbon Copy) fields, giving you more control over who receives your messages and how visible their addresses are to others. This
Managing WhatsApp Templates
Overview WhatsApp templates are pre-approved message formats required for sending outbound messages to your contacts. This article explains how to create, submit, edit, and clone templates within your
Understanding WhatsApp Quality Ratings, Status Changes, and Messaging Limits
WhatsApp Quality Ratings, Status Changes, and Messaging Limits Maintaining a good standing with WhatsApp is essential for effective business communication. This guide explains how your WhatsApp Busine
Conversations FAQs
Conversations Frequently Asked Questions What file types can I attach to messages? You can attach various file types to messages in Conversations. The supported formats include: Documents: PDF (.pdf),
Managing Private Channels and Channel Emojis in Your Community
Understanding Private Channels and Channel Emojis Private channels allow you to create exclusive discussion spaces within your community that are only accessible to approved members. This is ideal for
Customizing Your Website Chat Widget
Introduction to Chat Widget Customization The chat widget in your CRM is a powerful tool for engaging website visitors. You can now fully customize its placement, appearance, and messaging to match yo
Send WhatsApp Voice Notes
Send voice notes to your customers directly from the CRM to make your conversations faster and more personal. How to Send a Voice Note When prompted by your browser, allow microphone access. This is r
Using WhatsApp Message Templates and Snippets
Overview Snippets are pre-written blocks of text or media that can be quickly inserted into active WhatsApp conversations, helping you respond faster and maintain consistency. WhatsApp Templates are a
How to Use GIFs in Community Posts and Comments
Using GIFs in Community Posts and Comments You can now add GIFs directly to your posts and comments within the CRM's community features, making interactions more dynamic and engaging. This functionali
Understanding the New Query Detection Feature in Conversation AI
What is the New Query Detection Feature? The New Query Detection feature enhances your CRM's Conversation AI by improving how it interprets a contact's messages during an active chat. Rather than view
Understanding WhatsApp Message Delivery Errors: Meta Chose Not to Deliver and Message Undeliverable
Meta Chose Not to Deliver What It Means This error indicates that Meta has chosen not to deliver your message to maintain a healthy engagement ecosystem. It typically applies to marketing template mes
Understanding WhatsApp Marketing Message Limits in Your CRM
About WhatsApp Marketing Message Limits WhatsApp enforces limits on how many marketing template messages a single user can receive from businesses within a specific timeframe. This policy is designed
Adding Custom Fields to the Chat Widget Contact Form
Enhancing Your Chat Contact Form You can now add custom fields to the contact form used in your SMS/Email and WhatsApp chat widgets. This feature allows you to collect specific information from your v
Training Your Conversation AI Bot
What is Conversation AI Bot Training? Training your Conversation AI bot is the process of teaching it to provide accurate and relevant responses to customer inquiries. By building a comprehensive know
Removing a WhatsApp Phone Number from Your CRM Account
Removing a WhatsApp Phone Number If you need to disconnect a WhatsApp phone number from your CRM account, you can do so directly within the settings. This process permanently removes the number from b
Using Internal Chat for Private Team Communication
Overview Internal Chat provides a private messaging system for team members within your CRM's Conversations module. This feature enables secure communication between sub-account users, keeping interna
Understanding the Upcoming Pause on WhatsApp Marketing Messages to U.S. Numbers
Overview of the Change Beginning April 1, 2025, Meta will temporarily pause the ability to send WhatsApp marketing template messages to phone numbers in the United States. This change is part of a bro
How to Convert a Marketing Template to a Utility Template
Converting a Marketing Template to a Utility Template To repurpose an existing Marketing template for Utility use, you must revise and resubmit it through the Template Rewriter feature. This process i
How to Verify Your Phone Number for WhatsApp Business in the CRM
To begin sending and receiving messages through the integrated WhatsApp Business feature, you must first verify your business phone number. This process confirms ownership and links your account corre
Resolving a Restricted WhatsApp Business Account
If your WhatsApp Business account has been restricted, you will be temporarily blocked from sending or replying to messages. This typically occurs when WhatsApp detects activity that may violate its s
Resolving the 'Message Not Delivered Due to High-Quality User Experience' Error
Understanding the Error You may encounter a notification stating a message was not delivered "due to high-quality user experience." This is a restriction imposed by the messaging platform (like Meta f
Understanding and Resolving Per-User Marketing Message Limits
About the Per-User Marketing Template Limit Error You may encounter an error stating that a message was not delivered due to a per-user marketing template message limit. This is a platform-level restr
Understanding and Resolving WhatsApp Undelivered Message Errors
Common Causes of WhatsApp Undelivered Message Errors When sending WhatsApp messages through your CRM, you may occasionally encounter an error indicating that a message was not delivered. This issue ca
Why a WhatsApp Message Was Not Delivered
When you send a message via the CRM's WhatsApp integration, you may notice it shows a status of "sent" but is never marked as "delivered." This article explains the most common reasons for this and pr
Understanding Blank WhatsApp Voice Notes in Conversations
Why Old WhatsApp Voice Notes Appear Blank You may notice that older voice notes within your WhatsApp conversations appear as blank messages. This is not a bug in your CRM but a result of the underlyin
Reasons You Cannot Edit a WhatsApp Message Template
Understanding Uneditable WhatsApp Templates If you find the edit option unavailable for a WhatsApp message template in your CRM, it is typically due to restrictions enforced by the messaging platform
Understanding AI Action Logging and Filtering in Conversations
About AI Action Logging AI Action Logging provides a transparent record of automated actions performed by AI Employees during conversations with your contacts. Each time a bot triggers an action, a de
Connect Your Personal Email Inbox
Managing client communication across different email accounts can be challenging. You can simplify this by connecting your personal Gmail or Outlook inbox directly to your CRM. This two-way sync bring
Connecting Facebook and Instagram Messenger to Your CRM
Managing customer conversations across multiple social media platforms can be time-consuming. By integrating Facebook and Instagram Messenger directly into your CRM, you can centralize all your messag
Requesting an Official Business Account: WhatsApp Blue Tick
Requesting an Official Business Account An Official Business Account (OBA) on WhatsApp grants your business a blue checkmark badge, signaling authenticity and recognition. To request OBA status, follo
Centralize and Manage Your Salon's Social Media Messages in CRM
Why Unified Messaging is Essential for Your Salon Social media is often the first point of contact for potential clients. When they send a direct message (DM) on Instagram or Facebook, they expect a p
Using the Conversation AI Transfer Bot Action
What is the Transfer Bot Action? The Transfer Bot Action enables one Conversation AI bot to hand off an ongoing conversation to another bot when specific conditions or user intents are detected. This
Collect Visitor Details Before Starting a Live Chat
About the Pre-Chat Contact Form The pre-chat contact form is a feature of the Live Chat widget that requires visitors to provide their information before they can begin a conversation. This ensures th
Reusing Conversation AI Bot Configurations with Snapshots
This article explains how to create a snapshot of a fully configured Conversation AI bot, including its prompts, actions, settings, and training data. Bot snapshots allow you to deploy the same Conver
Configuring SMS Fallback for WhatsApp Bulk Messages
What is SMS Fallback for WhatsApp Bulk Messages? SMS Fallback is a feature that automatically sends a message via SMS if a bulk WhatsApp message cannot be delivered due to specific restrictions, such
Enabling Appointment Cancellation and Rescheduling in Form-Based Bots
About Appointment Management in Form-Based Bots The cancellation and rescheduling feature allows your CRM's form-based conversation bots to handle existing appointments for contacts in real time. When
Organizing WhatsApp Templates with Folders
Keep your WhatsApp templates neatly arranged and easy to manage using the folder feature in your CRM. You can create folders and subfolders to categorize your templates, making it simple to find what
Configuring the Human Handover Action for Conversation AI
Understanding Human Handover The Human Handover action in Conversation AI allows your automated chatbot to intelligently transfer a conversation to a live team member. This feature ensures that when a
Why Your WhatsApp Display Name Was Declined and How to Fix It
Understanding WhatsApp Display Name Declined Status When your WhatsApp Display Name shows a "Declined" status in your CRM, it means Meta has rejected your proposed business name during their review pr
Resolving WhatsApp Chat History Sync Issues After Setup
Understanding Chat History Sync After you've connected your WhatsApp number to your CRM, you might notice your previous conversations haven't appeared yet. This is typically because the chat history s
Resolving the WhatsApp Template Error: "body: Parameter at index contains URL"
Understanding the Error This error occurs when you attempt to send a WhatsApp message where a URL has been placed inside a dynamic variable (like {{1}} ) in the message body. The underlying issue is a
Controlling Access to AI Agents with Role Permissions
About Role Permissions for AI Agents Role permissions for AI Agents allow account administrators to define exactly what team members can see and do with your automated conversation bots. By assigning
Voice AI Chat Widget
What is the Voice AI Chat Widget? The Voice AI Chat Widget is a feature that enables your website visitors to have live, spoken conversations with an AI agent directly within their web browser. This e
How to Enable and Customize Live Chat Notifications
What Are Live Chat Notifications? Live Chat notifications alert you instantly when a new message arrives in your CRM, ensuring you can respond promptly and maintain smooth communication with contacts.
Setting Up Facebook and Instagram Messaging
Connecting Facebook and Instagram for Messaging This guide will walk you through connecting your Facebook Page and Instagram Business Account to the CRM. Once connected, you can manage all your conver
How to Use Interactive WhatsApp Messages in Workflows
What Are Interactive WhatsApp Messages? Interactive WhatsApp Messages allow you to enrich messages sent from your CRM workflows with dynamic elements. Instead of sending plain text, you can include fe
Using Direct Messaging in Communities
About Community Direct Messaging Your CRM includes a direct messaging feature for communities. This tool allows members who share a community to send private, one-to-one messages to each other directl
Understanding WhatsApp Template Rejections Due to Invalid Format Errors
Why Your WhatsApp Template Was Rejected with an "Invalid Format" Error When submitting WhatsApp message templates through your CRM, you might receive an "Invalid format" error or rejection notice from
Resolving the "Message Type Is Currently Not Supported" WhatsApp Error
About the "Message Type Is Currently Not Supported" Error If you encounter the error "Message type is currently not supported" while attempting to send a message via WhatsApp in your CRM, it indicates
Voice AI Chat Widget reCAPTCHA Protection
What is reCAPTCHA Protection in the Voice AI Chat Widget? The Voice AI Chat Widget includes built-in reCAPTCHA protection to help prevent automated misuse and repeated bot-like connection attempts. Th
Building Structured AI Conversations with the Flow Builder
About the Conversation AI Flow Builder The Conversation AI Flow Builder is a visual design tool for creating structured, guided conversations for your AI bot. Unlike a standard workflow, this builder
Conversations AI Bots Can Now Respond to Images
Understanding Image Response for AI Bots Your CRM’s Conversations AI feature now includes the ability for AI bots to understand and respond to images sent by contacts. When this capability is enabled,
Set Up Multi-Calendar Booking with Conversation AI
What Is Multi-Calendar Booking? Multi-calendar booking allows your CRM's Conversation AI to intelligently route appointment requests to the correct calendar based on the customer's intent. Instead of
Navigating the Redesigned Conversations Tab
Introduction to the Redesigned Conversations Experience The Conversations tab has been completely rebuilt to provide a faster, more intuitive way to manage your communications. This new design feature
Setting Up and Using the Voice AI Chat Widget
Overview The Voice AI Chat Widget transforms your website's chat feature by letting visitors have live, two-way voice conversations with your AI assistant. Visitors can speak and listen directly throu
Enable AI Bot Responses to Voice Messages
Overview: AI-Powered Audio Responses Your CRM's Conversations AI can now process and respond to voice messages and audio files sent by your contacts. When a contact sends audio, the AI automatically t
How to Use Voice Notes and Attachments in Live Chat Widgets
Enabling Rich Media in Live Chat Your CRM's Live Chat Widget allows website visitors to communicate more effectively by sending files, images, and voice messages alongside text. This feature helps vis
Automating TikTok Conversations and Comments
Connect your TikTok account to your CRM to automatically manage direct messages and post comments through workflows. This integration brings TikTok interactions into your central Conversations Inbox,
Understanding Trigger Links in the Updated Interface
What is the Updated Trigger Links Interface? The Trigger Links feature has been rebuilt with a modern, high-performance interface. This update provides a faster, more intuitive experience for creating
Managing Manual Actions in the Updated CRM Interface
What is the Manual Actions Page? The Manual Actions page is your central hub for working on call and SMS tasks that are created by workflows, campaigns, or power-dialer queues. The recent interface up
Understanding Snippets in Your CRM
What Are Snippets? Snippets are prewritten text or email messages that you can quickly insert into conversations with contacts. They help save time and ensure consistent communication across your team
How to Set Up and Track Conversation SLAs
What Are Conversation SLAs? Conversation SLAs (Service-Level Agreements) are time-based goals that help your team maintain consistent response times to customer messages. Each incoming message in your
Using Your Existing WhatsApp Number with the CRM
You can connect your existing phone number to the CRM's WhatsApp messaging system, but there are important rules set by Meta (the company that owns WhatsApp) that determine how this works. Understandi
How to Add a Countdown Timer to a WhatsApp Template
Creating Urgency in WhatsApp Messages A countdown timer is a powerful tool you can add to your WhatsApp message templates to create a sense of urgency. When a contact taps the timer button, they are a
WhatsApp Settings
WhatsApp Settings Overview The WhatsApp Settings page serves as the central hub for managing your WhatsApp Business API integration within your CRM location. From this dashboard, you can oversee your
Resolving the WhatsApp 'Healthy Ecosystem Engagement' Delivery Error
About the Error If you receive an error stating that a message failed to deliver "in order to maintain a healthy ecosystem engagement," it means that Meta (WhatsApp) has actively blocked the delivery.
Troubleshooting: Unable to Receive OTP for WhatsApp Number Verification
Understanding the Issue If you are attempting to connect a phone number to WhatsApp within your CRM and are not receiving the one-time password (OTP), it is typically because the phone number is alrea
Understanding WhatsApp Quality Score and Deliverability Best Practices
Understanding WhatsApp Quality Score and Deliverability WhatsApp Marketing and Bulk Actions within your CRM provide powerful tools for engaging with customers. However, your ability to send messages e
Forward Emails from Conversations
When working with customer communications in your CRM, you may need to share specific email messages with colleagues, vendors, or external partners. The email forwarding feature in Conversations allow
Using WhatsApp Calling in Your CRM
What is WhatsApp Calling? WhatsApp Calling allows your team to make and receive voice calls directly within your CRM's WhatsApp conversation interface. This feature integrates voice communication into
Understanding WhatsApp Cross-Country Messaging Restrictions
Understanding the "Business account is restricted" Error You may receive an error stating "Business account is restricted from messaging users in this country" when trying to send a WhatsApp message f
Using the Signed URL File Upload API
About Signed URL File Upload The Signed URL File Upload API enables you to upload files directly from a client application to secure cloud storage, bypassing the CRM's application servers. This is don
How to Create and Share Conversation Views
What Are Conversation Views? Conversation Views are customized sets of filters you can save and name within your CRM's Conversations Inbox. Once you define criteria like assignee, communication channe
Sending Native WhatsApp Voice Notes with Transcriptions
What are Native WhatsApp Voice Notes with Transcriptions? Native WhatsApp voice notes are audio messages that you can send directly from your CRM. They are delivered in a special format that allows th
Using the Add Inbound Message API with a Contact ID
Introduction The Add Inbound Message API endpoint allows you to post inbound messages directly into your CRM's Conversations by providing a Contact ID. This method simplifies your integration by letti
Using Website Chat in Conversations
Understanding Website Chat in Conversations Website Chat is a feature that lets you talk with visitors on your website directly from your CRM's Conversations inbox. When someone uses the chat widget o
A Guide to Using RCS Messaging in Your CRM
What is RCS Messaging? Rich Communication Services (RCS) is an advanced messaging standard that allows businesses to communicate with contacts in a more dynamic and interactive way than traditional SM
View Form Submissions Within Conversations
You can now view a contact's form submission data directly within their conversation thread. This provides immediate context for your team, allowing for faster and more informed follow-up without need
Understanding WhatsApp Add-On Pricing and Value
The WhatsApp add-on for your CRM is designed to offer powerful messaging and automation at a predictable price. This article details the monthly costs, what's included, and how the pricing structure c
Understanding and Resolving the WhatsApp 24-Hour Window Error
What Is the 24-Hour Window Error? This error message appears when you attempt to send a WhatsApp message to a contact more than 24 hours after their last message to you. WhatsApp enforces this rule to
Conversation AI Email Channel Support
What is Conversation AI Email Channel Support? Conversation AI Email Channel Support allows your automated bot to manage incoming emails. When an email is received by a connected inbox, the bot can in
Services Calendar Support in Conversation AI
What is Services Calendar Support in Conversation AI? Services Calendar Support in Conversation AI is a feature that enables your AI assistant to book service appointments directly within a chat conve
How to Monitor SLA Performance in Conversations
Understanding the SLA Performance Dashboard The SLA Performance Dashboard provides administrators with a centralized view of how effectively your team is meeting response-time goals set for conversati
How to Send WhatsApp Media Messages with Captions
About WhatsApp Media Messaging You can send images, videos, audio files, and documents directly within a WhatsApp conversation in your CRM. This feature allows you to attach a caption to the media, up
Understanding and Setting Up RCS Messaging
What is RCS Messaging? RCS, or Rich Communication Services, is the next-generation standard for business messaging. While traditional SMS is a reliable way to send text messages, RCS elevates the expe
Creating and Sending RCS Messages
Overview Once RCS messaging is enabled on your account, you can create rich, interactive messages for your contacts. This involves two main steps: first, building a reusable message template called an
How to Collect User Inputs with Capture Tools in Agent Studio
What Are Capture Information Tools in Agent Studio? Capture Information tools are features within Agent Studio that let you systematically request and store specific details from users during a conver
How to Use Knowledge Base Triggers in Conversation AI
Understanding Knowledge Base Triggers Knowledge Base Triggers allow you to define specific conditions under which your Conversation AI agent uses particular content from your Knowledge Bases during co
WhatsApp: Unsupported Message Type
Troubleshooting Guide: WhatsApp Unsupported Message Type This guide explains why some messages appear as "unsupported" in your CRM, details the error code 131051, and outlines which message types are
How to Choose a WhatsApp Sender Number in Conversations
About WhatsApp Sender Number Selection When sending WhatsApp messages through your CRM, you can select which of your connected WhatsApp numbers you want the message to come from. This is especially us
WhatsApp Voice Calling in Your CRM
What is WhatsApp Voice Calling? WhatsApp Voice Calling enables your team to have real-time voice conversations with customers directly within your CRM's WhatsApp conversation interface. This feature a
Understanding Conversation AI Agent Logs
What Are Conversation AI Agent Logs? Agent Logs provide a detailed, behind-the-scenes record of how your Conversation AI handled an interaction with a contact. Instead of just seeing the final message
Connect WhatsApp to Your CRM
Overview The CRM provides a streamlined process to connect your WhatsApp Business account. This guide helps you choose the correct setup path based on your current WhatsApp situation, ensuring a smoot
Using Auto-Pilot Mode in Conversation AI
What is Auto-Pilot Mode? Auto-Pilot Mode enables your CRM's AI-powered conversation bots to handle customer interactions autonomously across multiple channels, including SMS, Facebook Messenger, Insta
Using Direct Messaging in Your CRM's Communities
What is Community Direct Messaging? Community Direct Messaging is a feature that allows members of a shared CRM Community to send private, one-to-one messages to each other. Instead of moving conversa
Creating AI Conversation Bots with Ask AI
Ask AI enables you to build Conversation AI bots that mirror your business's communication style across various channels including phone calls, emails, text messages, social media interactions, and li
Creating Polls in Community Posts
What Are Community Polls? Community Polls allow you to create interactive voting posts directly within your CRM's community feed. Instead of directing members elsewhere, you can gather feedback, opini