The conversation panel centralizes all of your communication across multiple channels. This is how it looks like when you first create your project.

First, you need to integrate all of your messaging platforms with your BoostCRM project. Learn how to do it here: Integrating Messenger, Integrating Zalo, and Embed script via coding.

Once your channels are integrated, synced conversations will show up. The All tab in your conversation list shows conversations across all channels, while the Live visitors tab shows only people browsing your website in real-time. Shown in each conversation are the customer name and the channel they are using to communicate with you.

What you can do in your conversation area: 

• Change conversation status: By default, all conversations are marked as Open, except for ones from web visitors - which are marked as Web visitors. When an issue is resolved and no further action is required, you can mark the conversation as Done. You can mark a conversation as Spam to filter out irrelevant messages.

  

• Assign conversation: A conversation can only be assigned to one operator at a time. You can manually assign a conversation to yourself or other operators. This is useful to make teamwork more organized and effective.

  

• Send special attachments: BoostCRM has two special types of attachments that make your messaging support easier.
  • FAQ: You can send a predefined answer to a FAQ without having to retype it over and over again. Create your FAQs and send them in conversations using the search bar or FAQ tags. Learn more about the FAQ collection here.

    

  • Scenario: A scenario is a predefined communication flow (also known as chatbots). Build your chatbot in automation and send them in conversations using the search bar.

    

The side-panel allows you to view detailed information about the person you are conversing with without having to open another tab.

You can also perform quick actions right on this panel while chatting with your customer. Note that any changes you make will also be seen by other operators.

What you can do in this side-panel: 

• Update customer info: Update your customer’s personal and company info. The more detailed information you have, the easier it would be to create segments and target customers in your campaigns.
• Enable or disable automation: By default, automation will run according to how you have set it up for the channel.
• Add tags: Using tags makes it easier to manage your conversations.
• Add notes: Use notes to keep track of your customer’s actions or communicate with other operators.
• View web behavior: Web behavior shows how users interact with your website.
• Set custom fields: Use custom fields to store specific types of information for each customer. Learn more about custom fields here: Introducing custom fields and Managing and using custom fields.
• Create order: Quickly collect order information and create new orders right in your conversation panel. 

To see who is browsing on your website in real-time, open the ‘Live visitors’ tab.

For live visitors, instead of seeing their name in each conversation, you will see some info collected from their browser, including location, operating system, and browser type.

What you can do to engage live visitors:

• Automatically: Have a chatbot running 24/7 to greet visitors and answer all the basic queries. To do this, you need to build a chatbot triggered by users visiting your URL. Learn how to build a chatbot here.
• Manually: Monitor their browsing behavior, see what they’re interested in on your website, and proactively strike up a conversation. You can do this by simply open the conversation and start chatting.