We solve messaging for sales, service, marketing and other teams and below are key use cases that gets you quickly started on below 2 sections:
- Managing responses to Customers
- Working as an Effective Team
Managing responses to Customers
| Team Specific | Use cases | How to Get Started |
| Sales | How to see all my Unread Conversations ?: Ben and John in Morgans team wants to act on unread messages | Use the “Unread conversation” filter for the sales team |
| Sales | How to View and Act on Multiple Conversations ?:Ben and John again want to manage multiple conversations at a go in a single window | Click on “View Details” on each conversation opens it on a separate tab within the converse desk |
| Service | Open Conversations:Thomas works to close cases and he wants to act on open cases conversations | Use “Open Conversations” and “Close conversations” filters in Desk |
| Marketing | Automated Conversations: Seema got progressive profiling setup from Rony and now she wants to interact with users who have left out automation flow and are cold | Use Global filter help to filter conversations based on “Converse apps” |
| Sales, Service, Marketing | Filtered Conversations: Teams want to act on custom inbox with their list of conversations only | Custom Listview on Contact, Sales, Cases, Leads, Opportunity, Conversations object, and custom objects helps to create a custom inbox |
| General | Multimedia Messaging: John wants to send images, videos, emojis, and templates for each conversation and use CRM actions (create a new lead, new case, new contact, etc.) to act right away within conversations | Images, Videos, Emojis, Templates (Primary and Cross Objects), CRM Actions are all supported in Desk with individual conversations threads |
| General | Search Conversations: John searches usually conversations by phone number or name | Search conversations based on the mobile number and the name of the recipient |
Working as an Effective Team
| Team Specific | Use cases | How to Get Started |
| Sales | How to Assign Conversations ?: Morgan figures out a salesforce queue with Rony’s help and he got ben and john included there and now he wants to assign conversations to queue | Use the “Assign Conversations” feature to assign the single or bulk conversation to a queue or user |
| Sales | How to do Round-robin Assignment ?: Morgan has figured out that queue setup is taking time and he wants leads to be assigned in a round-robin fashion to agents | Round robin and queue setup, both are configurable, contact at care@screen-magic.com |
| Service | Canned Templates: Thomas is allowed to communicate to customers using canned responses only | Canned responses use pre-defined templates, configure it in conversations sections in Settings
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| Marketing | Bulk Campaigns: Seema runs bulk campaigns to list of leads and nurture them with automation | Bulk SMS feature with trigger sources can fulfill this use-case |
| Marketing | Recurring Messaging: Seema uses the marketing plan to run SMS scheduled recurring campaigns across weeks | Use the “Schedule” feature on Bulk SMS on the list, reports, salesforce campaigns & campaign manager |
| General | Related Conversations across Objects: John was working along with Thomas on one customer issue and he wants to see all communications to customer across salesforce org | With “Related conversations” you can pull up parent and siblings conversations |
| General | Templated Messaging: John wanted multiple predefined templates with merge fields | Set Object-specific templates and use information objects for cross objects merge fields |
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